Client Relationships
About
Client relationships are your competitive edge. The quality of your client partnerships directly determines your agency's success, profitability, and reputation. Account managers, media managers, and business leads who master relationship management don't just retain clients, they become integral of their agencies growth.
You might be handling client calls, managing expectations, or building relationships and wondering:
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How do I actually build trust?
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How do I handle it when things go wrong?
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How do I become something the clients want to work with?
It's about becoming a trusted business partner: someone who understands your client's world as deeply as they do, sometimes better. Someone who anticipates challenges before they emerge, communicates with strategic clarity, and positions their agency as indispensable.
What you’ll master
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Trust and partnership building, moving beyond small talk and process to create genuine partnerships where clients see you as their strategic ally
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Understanding client value, diagnosing what clients truly need, recognising their internal pressures and priorities and delivering consistently against their business objectives
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Managing difficult conversations, developing skills to navigate conflict with strategic clarity, managing expectations professionally and leading challenging discussions with confidence and poise
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Proactive communication, staying ahead of client needs, anticipating problems before they surface and positioning your team as their trusted advisor
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Client retention and lifetime value, practical approaches that strengthen loyalty, reduce churn and directly impact your agency's profitability and growth
Key outtakes
- A proven framework for building partnerships that drive retention and revenue
- Conflict resolution skills - navigate difficult conversations with confidence and strategic clarity
- Competitive advantage - stay ahead of client needs and market threats
How it works
Led by: Industry-experienced practitioners who have built and managed successful client relationships.
Format: Full-day immersive workshop with scenario-based discussions, practical exercises, peer feedback, and takeaway resources.
This is a highly interactive, discussion-led day grounded in real client management scenarios you'll actually face. You'll work through complex relationship challenges, practice difficult conversations, explore frameworks that work across different client types and agency cultures, and learn from peers navigating similar terrain.
Rather than lectures, you'll engage in practical exercises with direct feedback from an industry practitioner who's built and managed real client relationships. You'll leave with immediately applicable frameworks, tested approaches, and the confidence to show up differently for your clients.
The details
Who it's for
This course is designed for account managers, media managers, and business leads with 3–5 years of industry experience who are ready to move from competent execution to strategic partnership.
2026 dates & booking deadline
Date: TBC
Booking deadline: TBC
Investment
$600 + GST (Comms Council members)
$750 + GST (non-members)
Frequently asked questions
What kind of certification will I receive?
Following completion of the course you will receive a Comms Council Labs Client Relationships accreditation.
Who can I contact for more information?
Contact Lisa Motteram, Head of Talent and Training at lisa@commscouncil.nz or on 021 614 004.