1 understanding your clients

Relate to Clients on a business level
Understanding your client
1

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
2

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

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
4

EXTERNAL CLIENT RELATIONS
BUSINESS
TO
BUSINESS
CLIENTS
Suppliers
>Contractors
>Consumables
>Marketing
>Finance services
>etc.
Your Web Dev
Company
>Advertising
>Marketing
>Film/TV
>Games
>etc.
PRODUCTS
AND
SERVICES
>Animations
>Video
>Websites
>Audio
>SEM
>SEO
DIRECT
CLIENTS
>Galleries
>Shops
>SME’s
>etc.
What are some other example you can think of??

INTERNAL CLIENT RELATIONS
Web Design
Dept

Client or customer service is:
Performing tasks for clients,
Development of products for clients
Maintaining products for clients
Providing information and advice to clients.

How should you behave?
Good manners?
Modern/Business Etiquette?
Business-like manner
Reflective Listener
Be prepared
Ethically
8
Can you give me an example each of the above in normal life that isn’t applicable in a professional business situation?

What skills do you need?
The essential skills for successful client interaction are:
Active listening
Questioning techniques
Feedback
Understanding
Empathy
9

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
10

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
The above are traditional IT issues but just as relevant in the web industry
11

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?
12

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?
13

How do you ensure quality customer service?
Follow Up!
Maintain client records
Seek feedback
Reward customer loyalty
Provide after-sales service
14

Telephone Skills
‘The telephone is an organisation’s front line’
Smile on the phone
Answer promptly
Confirm record details
15

Quality Assurance
Use systems to ensure consistent quality in products and service
16

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!
17

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
18

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
19

1 understanding your clients

by hapy on Feb 06, 2011

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1 understanding your clients — Presentation Transcript