The document provides guidance on effective communication with clients, emphasizing the importance of clarity, punctuality, and professionalism in various communication methods such as emails, phone calls, and face-to-face meetings. It discusses managing client expectations, highlighting that clients purchase services to fulfill their emotional needs and solve personal problems. Lastly, it outlines key steps to enhance client relationships, including understanding client needs and maintaining regular communication.

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

3. What is “COMMUNICATION”

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.”

7. “Most people do not
listen with the
intent to
Understand; they
listen with the
intent to Reply”

8. Cross-Cultural Communication
An example of Different Meanings of the Same Gesture

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

18. Circle Puzzle
Which number should replace the question mark In The
Circle?