Improving client communication is one of the most profitable additions you can make to your business. This is the step-by-step guide to help you do that.
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Client Communication
1.
2. Before we begin..
• The word “Client” in this presentation refers to:
• Your Manager
• External parties
• Anyone whom you are delivering value to
• It could also be anyone who is involve in your
project in more general sense
4. Communication is exchange of information
from one person to another using various
means.
Communication will be effective only if it is
meaningful. These include body language,
eye contact, sign language, etc. Other
examples are media content such as
pictures, graphics, sound, and writing.
Definition
The word communication is derived from a Latin word
“Communicare” meaning “to share”.
5. “… Effective communication
requires more than an exchange of
information.
When done right, communication
fosters understanding, strengthens
relationship, improves teamwork,
and builds trust.”
6.
7. “Most people do not
listen with the
intent to
Understand; they
listen with the
intent to Reply”
9. Types of Communication with Client
Through E-mails
Through Telephone
Meeting face to face
10. E-Mail Communication
E-mail is a official document of communication.
E-mails should be replied on time and upto the point.
Whatever is asked should only be answered, as clients are very
busy & not interested in extra things.
E-mail Etiquettes should be followed while sending the e-mails.
11. Through Telephone
Telephone should be answered in 2 rings only.
Greet your client.
Ask how can I help you?
Try to keep conversation short.
Do not talk about other things.
Note down important points.
12. Meeting Face-To-
Face
Take appointment prior
Note down address properly so that you are not late for the
meeting
Be on time
Proper Introduction with firm handshake
Introduce your colleague
Be attentive
Proper Appearance(Dressing) reflects professionalism
13. Communication
with Team
We work in team with team members. Hence communication with
them plays an important role
Be polite while speaking to all in office
Organization’s goal can be achieved through team work
Help whenever possible
Share knowledge
14. What is High Quality Service ?
Client do not buy services, they buy what your services will do for
them.
Essentially people will buy only two things
1. Good feeling
2. Solutions to their problems
Client buy services for their reasons, not yours when u think your
client are buying your professional services , they are actually
buying their own real , personal good feeling and solution to their
own nitty gritty , personal problems.
15. How to Manage Client Expectation and
Perception
Avoid promotional temptation to over promise
Learn to spot extremist clients in advance
Don’t oversell the service outcomes
Scale down the client expectation
Introduce the idea of multiple factors Emphasize you can
influence events, but you cannot control them
Educate the client and client family and other advisors
Stay in touch with the clients
16. Six basic steps help you earn higher grade from
your clients
Discover what your client need and want
Manage client expectation
Manage the tangibles
Manage the firms personnel
Be the beat at handling the problem
Regularly communicate with your clients what you are doing for
them