1. MANAGING CLIENTS EXPECTATIONS
MUCH MORE THAN REQUIREMENTS
As for any service provider, customer expectations can pose a major challenge.
That's because expectations are very fluid: They grow, they shrink, they change shape, they change direction,
they shift constantly, they shift easily. Expectations are deeper and broader than just the assignment or job
requirements.
Expectation management techniques are very valuable when offering recruitment services. It's partly for our
client's benefit - to keep their eyes on the ball, to work towards the same goals and deadlines etc. But it is also
for our own benefit because our recruitment promises are sometimes less precise than we wish they were.
A Recruiters performance criteria are demanding and the many activities, such as taking the job brief, shortlisting
and presenting candidates are frequent opportunities for clients to pass judgment.
In your client's mind, satisfaction is how close you have come to their expectations. It may not even be the actual
results of the recruitment project but the process with which you arrive there.
WHERE BUSINESS AND TRAINING COME TOGETHER
FUSION APPROACH
Is simply to work in
synergy not only with
our clients and the
needs of their business
but also with our
delegates, to ensure
they are given the tools
to achieve success.
Tel: 07 3273 2642
www.fusiontraining.com.au

2. MANAGING CLIENTS EXPECTATIONS
COURSE OVERVIEW
Control the process
It poses as a low risk option for clients when they enter into multiple contingent arrangements, but the impact
on a Recruiters success can be a very high risk! That is unless they control the process and the clients expec-
tations from the outset.
In this program the delegate will learn some of the most important skills that are required for a
robust, effective client management process.
TRAINING OUTCOMES
• Understand the importance of a thorough client management process
• Understand what clients need and expect from professional recruiters
• Identify the characteristics of a viable client
• Identify the characteristics of a viable job order
• Know how to qualify a job order in detail and gain a competitive advantage
• Be able to ask the best variety of questions to uncover the ‘real’ needs of the client
• Understand that recruitment success depends on mutual agreements and expectations
• Know how to manage clients with up-front agreements during the recruitment process
• Learn how to handle common client objections to advance the placement process
• Know when to sell retained, exclusive or ‘committed’ contingent roles
• Create an action plan for improved client management
SUITABLE FOR
Consultants or as a refresher for Senior Consultants and Managers
BOOK A FREE CONSULTATION TODAY
Talk to a member of the Fusion Training team today and discuss how we can
assist you with your organisational development needs.
Phone: 07 3273 2642
Mobile: 0449 593 933
Email: info@fusiontraining.com.au
Website:www.fusiontraining.com.au