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1 understanding your clients
1 understanding your clients
1 understanding your clients
1 understanding your clients
1 understanding your clients
1 understanding your clients
1 understanding your clients
1 understanding your clients
1 understanding your clients
1 understanding your clients
1 understanding your clients
1 understanding your clients
1 understanding your clients
1 understanding your clients
1 understanding your clients
1 understanding your clients
1 understanding your clients
1 understanding your clients
1 understanding your clients
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1 understanding your clients

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Relate to client on a business level

Relate to client on a business level

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  • 1. Relate to Clients on a business level<br />Understanding your client<br />1<br />
  • 2. Introduction<br />Interacting with Clients means <br />Developing positive relationships<br />Your organisation must be committed to giving optimal service<br />Internal<br />External<br />If you want business you need Clients <br />2<br />
  • 3. What is a Client?<br />A Client or customer is a person or organisation that you or your organisation provide with a product or service.<br />
  • 4. Who are your Clients?<br />Internal<br />People from within the organisation to whom you provide a product or service<br />External<br />People outside your organisation to whom you provide a product or service<br />4<br />
  • 5. EXTERNAL CLIENT RELATIONS<br />BUSINESS<br />TO<br />BUSINESS<br />CLIENTS<br />Suppliers<br />&gt;Contractors<br />&gt;Consumables<br />&gt;Marketing<br />&gt;Finance services<br />&gt;etc.<br />Your Web Dev<br />Company<br />&gt;Advertising<br />&gt;Marketing<br />&gt;Film/TV<br />&gt;Games<br />&gt;etc.<br />PRODUCTS<br />AND<br />SERVICES<br />&gt;Animations<br />&gt;Video<br />&gt;Websites<br />&gt;Audio<br />&gt;SEM<br />&gt;SEO<br />DIRECT<br />CLIENTS<br />&gt;Galleries<br />&gt;Shops<br />&gt;SME’s<br />&gt;etc.<br />What are some other example you can think of??<br />
  • 6. INTERNAL CLIENT RELATIONS<br />Web Design<br />Dept<br />
  • 7. Client or customer service is:<br />Performing tasks for clients,<br />Development of products for clients<br />Maintaining products for clients<br />Providing information and advice to clients.  <br />
  • 8. How should you behave?<br />Good manners?<br />Modern/Business Etiquette?<br />Business-like manner<br />Reflective Listener<br />Be prepared<br />Ethically<br />8<br />Can you give me an example each of the above in normal life that isn’t applicable in a professional business situation?<br />
  • 9. What skills do you need?<br />The essential skills for successful client interaction are:<br />Active listening<br />Questioning techniques<br />Feedback<br />Understanding<br />Empathy<br />9<br />
  • 10. What do you need to be aware of?<br />Organisational Standards &amp; Values<br />Ethical Practice<br />Community Standards<br />Industry Culture<br />Culture Standards<br />Recent events in the organisation and in society<br />10<br />
  • 11. What are the issues for IT?<br />Some issues that you may encounter when working in the IT industry are:<br />Determining both hardware and software requirements<br />Training needs<br />Implementing and training in new procedures<br />Negotiating support and service agreements<br />Complaints about technology<br />The above are traditional IT issues but just as relevant in the web industry<br />11<br />
  • 12. What questions do you need to ask yourself?<br />Ask yourself these questions when dealing with a client:<br />What is the most personable and professional way to greet my customers?<br />How can I anticipate what my customers would like from me?<br />How can I be sure I know a client’s requirements?<br />12<br />
  • 13. What questions do you need to ask yourself?<br />You need to ask yourself these questions when dealing with a client:<br />Which method will give me the most useful feedback?<br />How do I manage speedy, efficient service and keep the personal touch?<br />What so I do when a customer is unhappy?<br />How can I communicate well with my customers over the telephone?<br />13<br />
  • 14. How do you ensure quality customer service?<br />Follow Up!<br />Maintain client records<br />Seek feedback<br />Reward customer loyalty<br />Provide after-sales service<br />14<br />
  • 15. How do you ensure quality customer service?<br />Telephone Skills<br />‘The telephone is an organisation’s front line’<br />Smile on the phone<br />Answer promptly<br />Confirm record details<br />15<br />
  • 16. How do you ensure quality customer service?<br />Quality Assurance<br />Use systems to ensure consistent quality in products and service<br />16<br />
  • 17. How do you ensure quality customer service?<br />Problem Solving<br />‘Complaints are an opportunity to fix problems and improve service!’<br />Know your organisation’s procedures<br />Stay clam<br />Gather the facts<br />Negotiate a solution-follow it up!<br />17<br />
  • 18. How do you ensure quality customer service?<br />Greeting customers and identifying their needs<br />Approach them in a friendly, professional manner<br />Know your business<br />Listen actively<br />Ask open questions<br />Offer a range of options<br />18<br />
  • 19. In Class activity<br />Customer Service<br />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.<br />Did you tell anyone about your experience?<br />Did you buy the product or service you requested?<br />List four things that the person serving you could have done to improve the exchange<br />19<br />

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