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Client communication training


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The TranslateMedia client communication etiquette.

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Client communication training

  1. 1. Language Services<br />TranslateMedia<br />Accurate. Punctual. Confidential.<br /><br />Professional Language Services<br />London | New York | Paris | Munich | Hong Kong<br />
  2. 2. Communication<br />“We will communicate with staff, suppliers and clients in a clear, courteous manner.”<br />TranslateMedia<br />London | New York | Paris | Munich | Hong Kong<br />Accurate. Punctual. Confidential.<br />
  3. 3. The DO and the DON’Ts of client Communication<br />GO!<br />Do<br /><ul><li>Always answer the phone in a friendly and courteous manner.If you are too busy to deal with a phone call calmly and professionally let someone else pick up the phone.
  4. 4. Always and firstly ask for the client’s name. This should always be your first question. Make a note of the name so you won’t forget or worse – get it wrong!
  5. 5. Use your client’s name at least 3 times during the phone call. Don’t worry, this is easier as it sounds. Use the name once at the beginning, once at the end when you say goodbye and once during the conversation. The result: An extremely pleasant, personal client experience. Next time you call a service provider try and see what difference it makes to you!
  6. 6. Smile on the phone. Your clients can hear it!</li></ul>TranslateMedia<br />London | New York | Paris | Munich | Hong Kong<br />Accurate. Punctual. Confidential.<br />
  7. 7. The DO and the DON’Ts of client Communication<br />GO!<br />Do<br /><ul><li>Reflect the client’s chosen grade of formality Someone that approaches you with “Dear XX” should receive a response starting with “Dear XX”,
  8. 8. but clients who ask about your weekend or tell you about their recent engagement, expect a courteous, personal response
  9. 9. Always thank the client for their email So start every email with: “Many thanks for your email”
  10. 10. Ensure that you have responded to all the client’s queries Read the client’s email carefully and repeatedly to ensure you have understood their request correctly, answered all of their queries and concerns and asked them to clarify any ambiguities
  11. 11. Apologise twice when dealing with complaints If the client complaints or if you write to the client giving them bad news, you should apologise twice – once at the beginning and once towards the end of your email.
  12. 12. Use positive words Clients like to have the impression that you drop everything for them – use words like ‘immediately’, ‘right away’, ‘asap’ or ‘we have already started your translation’</li></ul>TranslateMedia<br />London | New York | Paris | Munich | Hong Kong<br />Accurate. Punctual. Confidential.<br />
  13. 13. The DO and the DON’Ts of client Communication<br />DON’T<br />Don’t<br /><ul><li>Mirror clients, who are rude or abruptJust because a client is very brisk or doesn’t use normal phrases of politeness doesn’t mean that we can do it, too. Challenge them by responding with an email, that’s even more courteous than what you’d normally write!
  14. 14. Be dragged into an argument via email Tempers can flare and discussions can get heated in our environment. Always stay professional. If someone has annoyed or upset you do not respond to their email immediately. Do something else or take a short break to calm yourself down. Then give them a phone call to clear the matter, write an email or escalate to your line manager.
  15. 15. Send an email without having proofread itEmails with typos, grammar or spelling mistakes leave an unprofessional impression – it’s as simple as that. So please always proofread your client correspondence!
  16. 16. Use negative languageSay “That’s fine” rather than “No problem”, don’t tell the client what you can’t do, tell them what you can do!, try to avoid the use of “unfortunately” – be confident that what we can’t do cannot be done!</li></ul>TranslateMedia<br />London | New York | Paris | Munich | Hong Kong<br />Accurate. Punctual. Confidential.<br />