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Relate to Clients on a business level

Relate to Clients on a business level. Understanding your client. Introduction. Interacting with Clients means Developing positive relationships Your organisation must be committed to giving optimal service Internal External If you want business you need Clients . What is a Client?.

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Relate to Clients on a business level

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  1. Relate to Clients on a business level Understanding your client

  2. Introduction • Interacting with Clients means • Developing positive relationships • Your organisation must be committed to giving optimal service • Internal • External • If you want business you need Clients

  3. What is a Client? • A Client or customer is a person or organisation that you or your organisation provide with a product or service. • Eg ?

  4. How should you behave? • Good manners? • Modern Etiquette? • Business-like manner • Reflective Listener • Be prepared • Ethically

  5. What skills do you need? The essential skills for successful client interaction are: • Active listening • Questing techniques • Feedback • Understanding • Empathy

  6. What do you need to be aware of? • Organisational Standards & Values • Ethical Practice • Community Standards • Industry Culture • Culture Standards • Recent events in the organisation and in society

  7. What are the issues for IT? Some issues that you may encounter when working in the IT industry are: • Determining both hardware and software requirements • Training needs • Implementing and training in new procedures • Negotiating support and service agreements • Complaints about technology

  8. What questions do you need to ask yourself? Ask yourself these questions when dealing with a client: • What is the most personable and professional way to greet my customers? • How can I anticipate what my customers would like from me? • How can I be sure I know a client’s requirements?

  9. What questions do you need to ask yourself? You need to ask yourself these questions when dealing with a client: • Which method will give me the most useful feedback? • How do I manage speedy, efficient service and keep the personal touch? • What so I do when a customer is unhappy? • How can I communicate well with my customers over the telephone?

  10. In Class activity • Customer Service • Think of a situation when you were on the receiving end of poor customer service. List the behaviours of the person that made you feel that the service was poor. • Did you tell anyone about your experience? • Did you buy the product or service you requested? • List four things that the person serving you could have done to improve the exchange

  11. Who are your Clients? • Internal • People from within the organisation to whom you provide a product or service • External • People outside your organisation to whom you provide a product or service

  12. Internal Clients • Internal Clients are persons or departments within your own organisation • They can be considered as client because they receive products and services essential to their work from fellow workers. • Managers should listen and respond to the needs of internal clients in the same way that they listen and respond to the needs of external clients • Supportinginternal clients is important to assuring quality • Eg?

  13. External Clients • External clients are persons or organisations outside of your own organisation • Eg?

  14. The Client Environment Other Organisations Individuals Your Organisation You Internal Clients External Clients

  15. Treat external and internal customers equally well

  16. How do you ensure quality customer service? • Follow Up! • Maintain client records • Seek feedback • Reward customer loyalty • Provide after-sales service

  17. How do you ensure quality customer service? • Telephone Skills • ‘The telephone is an organisation’s front line’ • Smile on the phone • Answer promptly • Confirm record details

  18. How do you ensure quality customer service? • Quality Assurance • Use systems to ensure consistent quality in products and service

  19. How do you ensure quality customer service? • Problem Solving • ‘Complaints are an opportunity to fix problems and improve service!’ • Know your organisation’s procedures • Stay clam • Gather the facts • Negotiate a solution-follow it up!

  20. How do you ensure quality customer service? • Greeting customers and identifying their needs • Approach them in a friendly, professional manner • Know your business • Listen actively • Ask open questions • Offer a range of options

  21. In Class activity • List the possible internal and external clients of the following people: • A helpdesk attendant • The store person in your organisation • A technician who repairs the computers • A computer sales person • The accounts clerk • A software designer • A network administrator

  22. Acknowledgements • Pam Player , Communicating with Customer and Clients, TAFE NSW

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