Introduction

The Advanced Course in Client Service is designed for learners ready to move beyond the basics. It combines intermediate and advanced-level components to prepare learners for leadership roles in account management, strategic planning, AI innovation, and crisis response. Learners will engage in simulations, project work, and real-time collaboration to master client service at the highest level in Ethiopia and globally.

Trainee Qualification Requirements and Prerequisites

• Completion of Beginner Course or equivalent experience.
• Confidence with Communication: Able to lead discussions and deliver presentations.
• Data & Digital Fluency: Familiar with digital tools and basic analytics.
• Strategic Thinking: Interest in long-term planning, growth strategies, and innovation.

Overall Learning Outcomes

By the end of this advanced program, learners will:

• Transition from campaign execution to strategic client leadership.
• Analyze and interpret campaign data to guide client decision-making.
• Lead internal teams and external client partnerships with confidence.
• Build and present AI-powered strategic presentations.
• Respond effectively to crises and contribute to agency growth.

Training Delivery

Delivery Methods:

• Interactive lectures with real-life case discussions
• AI-enhanced activities using platforms like ChatGPT and Google Trends
• Simulations and role play
• Case studies
• Guest speaker sessions from agency professionals
• Peer feedback and self-reflection

The total duration for the beginner course is approximately 12 weeks (Approx. 48 contact hours), providing a solid foundation in client service. 

Tools Used:

• CRM tools, Google Analytics, Power BI, ChatGPT
• Presentation platforms: Tome, Beautiful.ai, Loom
• Collaboration tools: Trello, Notion, Zoom
• Innovation and trend tools: TrendHunter, Midjourney, Synthesia

Training Subject Areas

Component 01: Strategic Account Management (CS-201)

Step into a leadership mindset and learn how to manage entire client accounts—not just projects.

• Client Trust Building: Explore what it takes to earn long-term trust through value delivery.
• Brand Partnership Thinking: Learn how to evolve from executing tasks to shaping client strategy.
• Case Study Breakdown: Analyze how real accounts grew over time—from one-off briefs to full-service management.
• Account Mapping Exercise: Chart the journey of account expansion using sample cases.

Component 02: Data-Driven Client Service (CS-202)

Become a confident, numbers-savvy client partner using analytics and AI tools.

• Campaign KPI Basics: Understand platform-specific success metrics.
• AI-Enhanced Analysis: Learn to use Power BI and ChatGPT for insight generation.
• Performance Review Practice: Evaluate mock campaigns and generate reports.
• Group Reporting Exercise: Work as a team to present campaign results and learnings.

Component 03: Advanced Briefing & Creative Alignment (CS-203)

Write smarter briefs and align your team to deliver on point.

• Brief Types Explained: Understand ATL, digital, and experiential campaign needs.
• Brief Creation Practice: Learn to draft strong, clear briefs with strategic inputs.
• Creative Alignment Simulation: Collaborate and negotiate with a team to improve the brief.
• Feedback Cycles: Review and revise based on peer and mentor input.

Component 04: Leading Internal Teams (CS-204)

Develop leadership and emotional intelligence to manage creative teams and client challenges.

• Conflict & Collaboration Skills: Handle tough conversations and interpersonal tension.
• Leadership Style Discovery: Identify your style through guided activities.
• Feedback Simulation: Practice managing timelines, missed deadlines, and team friction.
• Team Dynamics Lab: Explore what makes a high-performing client service team.

Component 05: AI-Augmented Presentation Mastery (CS-205)

Create presentations that impress—powered by AI and persuasive storytelling.

• Storytelling Frameworks: Learn what structure makes a presentation stick.
• Designing with AI Tools: Build professional decks using Tome and Beautiful.ai.
• Pitch Practice Rounds: Deliver your message with confidence in peer-led simulations.
• Feedback Loops: Get constructive feedback to improve structure and delivery.

Component 06: Upselling & Growth Hacking (CS-206)

Spot hidden opportunities within accounts and pitch innovative solutions.

• Identifying Upsell Moments: Understand how and when to offer more to clients.
• Growth Tools & Trends: Use TrendHunter and Exploding Topics to uncover opportunities.
• Pitching Innovation: Practice turning a trend into a compelling upsell idea.
• Capstone Brief Start: Begin developing a strategic pitch that combines everything you've learned.

Component 07: Client Leadership & Transformation (CS-301)

Lead clients through complex change and long-term growth initiatives.

• Transformation Drivers: Learn why and how companies undergo big changes.
• Strategic Scenario Planning: Simulate client challenges and futurecasting.
• AI in Leadership: Use GPT prompts and McKinsey tools to drive decisions.
• Vision Crafting: Shape a future-forward roadmap for your client.

Component 08: Crisis Management & Reputation Protection (CS-302)

Act fast, think clearly, and protect your client’s image in high-pressure situations.

• Crisis Protocol Essentials: Learn the steps to take when a crisis hits.
• Real-Time Monitoring: Use tools to detect and measure brand sentiment.
• Simulation War Room: Handle a full-blown social media mock crisis.
• Reputation Review: Reflect on decisions and improve for future crises.

Component 09: Innovation with AI & Emerging Tech (CS-303)

Stay ahead by applying emerging tech like AI, AR, and XR in client solutions.

• Trend Overview: Discover what’s new and what’s next in creative tech.
• Hands-on Tools: Try Midjourney, Synthesia, and AR demos for message delivery.
• Mock Concept Creation: Build futuristic, interactive client concepts.
• Pitch Your Innovation: Present your ideas and receive feedback.

Component 10: ROI Optimization & High-Level Reporting (CS-304)

Show clients how their investment is paying off through smart, clear reporting.

• Understanding ROI: Dive into attribution models and client expectations.
• Dashboard Building: Use Power BI and Looker Studio for client visuals.
• Executive Reporting Practice: Learn how to deliver top-level summaries.
• Insight Storytelling: Turn data into narratives that influence action.

Component 11: Influencing Agency Growth (CS-305)

Learn how to contribute to agency leadership and help grow the business.

• Client Service Voice in Strategy: Practice speaking up in leadership spaces.
• Building Innovation Culture: Explore how to lead change internally.
• Growth Plan Workshops: Draft a blueprint for agency improvement.
• Department Simulation: Act as a client service lead proposing solutions.

Component 12: Final Thesis Presentation (CS-306)

Pull everything together into one powerful, strategic client solution.

• Capstone Compilation: Merge insights from all modules into one thesis.
• Strategic Presentation: Deliver your vision to faculty and professionals.
• Feedback & Revisions: Improve your work through critique and support.
• Professional Showcase: Present yourself as an industry-ready strategist.

Assessment and Evaluation

Assessments will include a combination of methods, where trainees submit exercises for evaluation to receive feedback or qualification.

• Reading and implementation exercises.
• Simulation and role-play performance
• AI tool applications and strategic briefs
• Capstone projects and pitch decks
• Final thesis presentation to expert panel
• Case studies: real-world marketing scenarios with proposed solutions and strategies presented by students.
• Periodic digital assessments: through the Zeleman Academy assessment module to measure trainee comprehension and qualify them for certification.
• Follow-ups and feedback will be the main aspects to help trainees improve their understanding.

Certification Requirements:

A minimum of 90% attendance is required for certification. Graduation requires passing all modules with a minimum 70% average.

Reference Resources

• Industry publications: Include articles from reputable sources like creative agency secrets newsletter.
• Online courses (with certification):
• "Strategic management” by Alison
• "Strategic communication" by Coursera
• “Project leadership” by Alison
• Additionally, PDF resources such as:
• The Art of Client Service_ The classic guide
• The AI revolution in customer service and support
• Other essential resources will be provided by the trainer.