Course details

Dates are currently being finalised. Get in touch to find out more
Download course brochure

Euromoney Learning On-Demand

Powered by Finance Unlocked

Learn about every aspect of finance, delivered through one-off videos and in-depth pathways

Learn More

VAT on Virtual and Online Programmes

VAT is applicable on virtual programmes to delegates attending from the UK*. If participating from the EU, a valid VAT number is required to ensure VAT will not be charged under the reverse charge mechanism. VAT is not applicable to attendees from all other countries.
*For virtual courses ran through our Asia office, VAT may be applicable to HK and Singapore residents only. Find out more by contacting


Claiming Back Your VAT

All attendees of a London based course incur VAT as a part of the cost of attendance.

Euromoney Learning have partnered with VAT IT to allow you the unique opportunity to recoup the VAT incurred.

Using VAT IT's extensive experience and simple sign-up and refund process, every invoice can be turned into cash for your business.

Claim the VAT that's rightfully yours in four simple steps:

1. Register your interest

2. Sign a few simple documents

3. VAT IT processes your claim

4. Receive your refund

Why choose VAT IT 

VAT IT have spent two decades identifying, researching and perfecting the foreign VAT Reclaim process and built the best back end technology in the industry. By partnering with Euromoney Learning, we can provide you with a fast and effective way to reclaim your VAT which helps reduce the cost of your training.

VAT IT will charge a percentage of the VAT refund if/when it is successful. 

Can I claim back the VAT myself?

You can claim back VAT directly from the UK Tax Authority (HMRC) by completing the following form. 
For European clients, please refer to form VAT 65
All other clients, please refer to form VAT 65A.


You may also be able to claim back your VAT against courses taking place outside of the UK, and we would recommend contacting VAT IT, our specialist partner, to discuss how to do this.

Account Management for Servicing Hight Net Worth Individual

  • This course is IBF/STS Approved


    This is a total 7-hours course conducting in 2 half-days session approximately @4 hours in duration from 2pm till 6pm ( including 1 hour assessment on 2nd day).      

    The course is available remotely via Video Conferencing Technology in a Virtual Training Room allowing participants to interact with fellow industry peers & the facilitator in a live setting.   For more information,  please contact

    Course Overview

    It is focussed on how private bankers can help their clients through various different communication methods such as telephone, email, face-to-face meetings and other options. It provides participants with tips and techniques as to how to gather feedback on the Bank’s solutions and how to process it, on how to interact effectively with clients and to really listen to them, how to provide solutions using “Benefit” language rather than just Feature language, and how to drive sales and servicing activities so as to increase revenues for the Bank, whilst retaining accountability for sales performance for one or a few small client accounts.

    Participants will acquire knowledge about using communication platforms, measuring customer satisfaction, proposing a suite of product and service solutions at the Bank that they work for, and how to track sales performance for each account using various tools. 



    The Aim of the course is to provide Relationship Managers or other frontline staff in private banking and wealth management with the skills necessary to engage with customers, provide solutions, gather feedback and manage customer satisfaction for a given account. 



    By the end of this one-day course, participants will be able to:


    • Utilise suitable communication platforms to engage with customers
    • Process feedback from customers on their organisation's products and services
    •  Interact effectively with customers and provide quality service
    • Manage customer satisfaction
    • Provide suitable products and service solutions to address customer needs
    • Drive sales and servicing activities for existing clients or accounts
    • Retain accountability for sales performance for one or a few small customer accounts



    By the end of this one-day course, participants will also have knowledge of: 


    • Usage of communication platforms for customer interaction
    • Measure and indicators of customer satisfaction
    • Their suite of product and service solutions
    • Tools to track sales performance for each account




    Course Duration
    • Seven hours + one hour assessment  ( 8 CPD hours ) 



    This programme has been accredited under the IBF Standards, and is eligible for funding under the IBF Standards Training Scheme (IBF-STS), subject to all eligibility criteria being met. Candidates are advised to assess the suitability of the programme and its relevance to participants’ business activities or job roles. IBF-STS provides 70% funding for direct training costs subject to a cap of S$7,000 per candidate per programme subject to all eligibility criteria being met. Find out more on



  • Course Agenda

    Session 1: Utilising suitable communication platforms to engage with customers, and processing feedback from customers on your organisation’s products and services

    „Choosing the best platform to communicate with High Net Worth Individuals in different ways (e.g. telephone, email, letter, social media, WhatsApp…)
    „Identifying how to really listen to clients and to see the world from their perspective
    „Seeking and welcoming feedback from clients as regards your organisation’s products and services
    „Processing that feedback in a productive manner so that the organisation benefits from it

    Exercise:    using suitable communication platform for customer interaction
    Session 2: Interacting effectively with the customer and providing quality customer service/Managing customer satisfaction 
    „Asking questions from the client in a constructive manner
    „Understanding key principles of client service
    „Under-promising and over-delivering
    „Using the telephone and emails for client communication
    „Handling client meetings in person
      Activity:  Measuring indicators of customer satisfaction using Net Promoter Scores 




    Session 3: Providing suitable product and service solutions to address customer needs

    „Selling features, rather than benefits„What do Private Banking/Wealth Management clients actually buy?„Video: Selling Benefits


     Exercise:  offering a suite of product and service solutions to clients




    Session 4: Driving sales and servicing activities for existing clients and accounts/Retaining accountability for sales performance for one or a few small customer accounts

    „Using the questioning structure to understand existing client needs„Situation questions, business opportunity questions, need reinforcement questions, resolution questions (as a great way of driving sales and servicing activities)„IICE questions as a great way of servicing existing clients„Recording sales activities and retaining accountability


    Exercise:  using tools to track sales performance for each account




  • Our Tailored Learning Offering

    Do you have five or more people interested in attending this course? Do you want to tailor it to meet your company’s exact requirements? If you’d like to do either of these, we can bring this course to your company’s office. You could even save up to 50% on the cost of sending delegates to a public course and dramatically increase your ROI.

    If you want to run this course at a location convenient to you or if you want a completely customised learning solution, we can help.

    We produce learning solutions that are completely unique to your business. We’ll guide you through the whole process, from the initial consultancy to evaluating the success of the full learning experience. Our learning specialists ensure you get the maximum return on your training investment.

  • We have a combined experience of over 60 years providing learning solutions to the world’s major organisations and are privileged to have contributed to their success. We view our clients as partners and focus on understanding the needs of each organisation we work with to tailor learning solutions to specific requirements.

    We are proud of our record of customer satisfaction. Here is why you should choose us to help you achieve your goals and accelerate your career:

    • Quality – our clients consistently rate our performance ‘excellent’ or ‘outstanding’. Our average overall score awarded to us by our clients is nine out of ten.
    • Track record – 10/10 of the world’s largest banks have chosen us as there training provider and we have delivered training across the largest banks and have trained over 25,000 professionals.
    • Knowledge – our 100+ strong team of industry specialist trainers are world leading financial leaders and commentators, ensuring our knowledge base is second to none.
    • Reliability – if we promise it, we deliver it. We have delivered over 25,000 events both in person and online, using simultaneous translation to delegates from over 99 countries.
    • Recognition – we are accredited by the British Accreditation Council and the CPD Certification Service. In an independent review by Feefo we scored 4.2/5 on service and 4.7/5 on Coursecheck
This course can be run as an In-house or Tailored Learning programme


  • David Howard


    David is an experienced Training and Development practitioner with over 27 years of experience working for blue-chip global financial firms. David started his career in 1981 when he joined Chase Manhattan Bank Ltd working in Eurobond Settlements Department before moving to Chemical Bank Intl Ltd three years later. There he fulfilled both trading and sales roles in Japanese Fixed Income Securities. After three years with Chemical, David was recruited to set up and run a Japanese trading desk for Taiyo Kobe Intl. In 1990 David joined DC Gardner Training with the responsibility for the design and deliver of a wide range of workshops on Business Development and Management Skills for Investment, Commercial & Retail Banks throughout the UK, Europe, Middle East, Africa, Asia and North America. In 1994 David joined UBS as Head of Training & Development where he was responsible for initiating training interventions for the 3000 staff of the London office. In 1996 he transferred to the Equities division as Business Development Manager, responsible for the design and implementation of a Relationship Management programme, which included training and systems development. In 1998 David was invited to take on a new role within UBS as Global Head of Sales and Account Management Education. He was responsible for designing and delivering a suite of workshops designed to improve global client distribution skills and to foster a more client-focused approach to the business. In August 2000 David formed David Howard Training Ltd specialising in the provision of training & consultancy services in the area of Management & Business Development skills to Financial Institutions globally. Since August 2000 David has worked with a broad spectrum of organisations that are responsible for the managing, marketing, selling and negotiating for the following product areas: Retail, Structured Products, Corporate Finance, Derivatives, Equities, Fixed Income, Money Markets, Commodities, Risk Management, Real Estate, Fund Management, and Hedge Funds. The clients to whom these products would be marketed and sold include Retail & Wealth Management, Financial Institutions, Corporates, SMEs, Asset Gathers and Wholesale. David designed and delivered a hugely successful training programme for Deutsche Bank’s Finance Department where the aim of the training was to develop the participants’ Relationship Management skills so that they were able to effectively carry out their roles by building positive interpersonal relations with their internal clients. David has delivered courses in more than 33 countries throughout the world and is a member of the Institute of Personnel and Development