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Client management, Relationships, Communications Etc.
 

Client management, Relationships, Communications Etc.

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First > Think of an incident in which you were “Happy and Delighted” as a satisfied client. How did that happen…? ...

First > Think of an incident in which you were “Happy and Delighted” as a satisfied client. How did that happen…?
Secondly > Think of another situation where you were much disappointed as a client, and you don’t want to return again or you told others about your negative experience with services. How did that happen…?


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    Client management, Relationships, Communications Etc. Client management, Relationships, Communications Etc. Presentation Transcript

    • FTG Solutions Employee and Fresher’s Trainings on Reference Issues Client Management > Relationship> Communication> Behavior> Services =Business By: Chandan Suri First: Think of an incident in which you were “Happy and Delighted” as a satisfied client. How did that happen…? Secondly: Think of another situation where you were muchdisappointed as a client, and you don’t want to return again oryou told others about your negative experience with services. How did that happen…?Let Us Think and Get Solution from Those Situations …. WEB: www.ftgsolutions.com Email: info@ftgsolutions.com
    • My Client is my Business…. • Client’s Satisfaction over services is the client’s perception of the actual service received as compared to the service they expected or other brands are giving to them. • Remember today’s client moreover concerned to services, behavior, gesture, discounts, product knowledge etc….WEB: www.ftgsolutions.com Email: info@ftgsolutions.com
    • Types of Client ………. • doesn’t know about product and brand • Know everything but amused to locate satisfied services at location • want services at discounted price • want services but no bar to prices • need quick services • need satisfactory servicesWEB: www.ftgsolutions.com Email: info@ftgsolutions.com
    • Client ………. • Interested and high-tec client Looks confused and disoriented when discussing anything high-tech, discuss rather than services, wants everything to be main client. The Low-tech client needs to go through everything twice to get it, but will then happily take your advice. • uninterested client is a strange beast – where most of clients can’t wait to get proper services, the uninterested client just wants things done with as little effort from you as possible. You can spot an uninterested client on first meeting when you ask them questions about their business and are met with the minimal response. The uninterested client will rarely provide requested information and will often ask you to complete tasks outside your area of expertise because they “don’t have time”.WEB: www.ftgsolutions.com Email: info@ftgsolutions.com
    • Client ………. • Appreciative client will shower you with praise and make you feel special employee – gosh… I love your services and work. Sit back and enjoy the glory. Make sure you (employee) get them a very nice gift and throw your excellent working to their mind for future services. An appreciative client is like gold to a freelancer, so do your best work and make them feel like a VIP.WEB: www.ftgsolutions.com Email: info@ftgsolutions.com
    • Equation model for client satisfaction..WEB: www.ftgsolutions.com Email: info@ftgsolutions.com
    • Equation solutions for client satisfaction • Measuring and tracking client satisfaction • Developing profiles of strengths and weaknesses • Specific performance for client satisfaction • Developing a list of actions to increase customer flow and visitingWEB: www.ftgsolutions.com Email: info@ftgsolutions.com
    • PROCESS MODEL To IMPROVE SERVICE AND QUALITY DO YOUR CLIENT PERCEIVE DO YOU HAVE AN ACCURATE YOUR OFFERINGS OR EXCEEDING THEIR UNDERSTANDING OF EXPECTATIONS..? YOUR CLIENT EXPECTATIONS..? IS THE INFORMATION ARE YOU MONITORING YOUR COMMUNICATED TO CUSTOMERS CLIENT EXPECTATIONS ABOUT YOUR OFFERINGS ACCURATE? AND REQUIREMENT… ARE THOSE DO YOUR OFFERINGS MEET OR STANDARDS IN PLACE TO MEET EXCEED THE STANDARDS OF CLIENT..? CLIENT EXPECTATIONS…? IF NOT TAKE CORRECTIVE ACTIONWEB: www.ftgsolutions.com Email: info@ftgsolutions.com 8
    • Solutions to improve service and quality • Four sources to improve service and quality…. – Customer complaint analysis – Customer feedback through own staff – Qualitative customer interaction over services – Customer satisfaction surveys • Surveys – Development of a questionnaire – Analysis/Benchmark …..company products and servicesWEB: www.ftgsolutions.com Email: info@ftgsolutions.com
    • ROLE OF COMMUNICATION TO SERVING CLIENTS….. INTERNAL EXTERNAL BEHAVIOR BEHAVIORWEB: www.ftgsolutions.com Email: info@ftgsolutions.com
    • Role and Communication to clients • Overall service satisfaction • After Sale or Service support • Availability/delivery support • Product Services • Client support service • Recommendations • Customer loyalty • Product information support • Client care supportWEB: www.ftgsolutions.com Email: info@ftgsolutions.com
    • Client satisfaction model Solutions Service @Expectations Complaints Positive Quality @ Assurance Negative Client Satisfaction Product RepurchasePresentation Intention Serve and Service Care PerformanceWEB: www.ftgsolutions.com Email: info@ftgsolutions.com
    • In Conclusion, to Deliver Superior Service in Environments• Understand customer’s service expectations and how well those expectations are being met• Work systematically to remove organizational barriers that lead to poor customer service – indoor and outdoor• Recognize and capitalize on the increasing role of technology in serving customer’s and support for product knowledge.• Be focused of customer’s and employees readiness to embrace technology-based services• Put in place a solid behind-the-scenes infrastructure -- information systems and human resources support -- to deliver what kind of services we are delivering…….• Continuously monitor customer’s and employees reactions over services and feedbacks……..WEB: www.ftgsolutions.com Email: info@ftgsolutions.com
    • So…What you can do or perform to increase business to your organization….. ?Be always….WEB: www.ftgsolutions.com Email: info@ftgsolutions.com
    • By: Chandan Suri To lead a stress free business with relationship > Follow methodology of client relationship management ……….WEB: www.ftgsolutions.com Email: info@ftgsolutions.com