1

Relate to Clients on a business level

Understanding your client

2

Interacting with Clients means Developing positive relationships

Your organisation must be committed to giving optimal service

Internal External

If you want business you need Clients

Introduction

What is a Client? A Client or customer is a person or

organisation that you or your organisation provide with a product or service.

Eg ?

4

How should you behave? Good manners? Modern Etiquette? Business-like manner Reflective Listener Be prepared Ethically

5

The essential skills for successful client interaction are:

Active listening Questing techniques Feedback Understanding Empathy

What skills do you need?

6

What do you need to be aware of? Organisational Standards & Values Ethical Practice Community Standards Industry Culture Culture Standards Recent events in the organisation and in

society

7

Some issues that you may encounter when working in the IT industry are:

Determining both hardware and software requirements

Training needs Implementing and training in new

procedures Negotiating support and service

agreements Complaints about technology

What are the issues for IT?

8

Ask yourself these questions when dealing with a client:

What is the most personable and professional way to greet my customers?

How can I anticipate what my customers would like from me?

How can I be sure I know a client’s requirements?

What questions do you need to ask yourself?

9

You need to ask yourself these questions when dealing with a client:

Which method will give me the most useful feedback?

How do I manage speedy, efficient service and keep the personal touch?

What so I do when a customer is unhappy? How can I communicate well with my

customers over the telephone?

What questions do you need to ask yourself?

10

Customer Service

1. 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.

2. Did you tell anyone about your experience?

3. Did you buy the product or service you requested?

4. List four things that the person serving you could have done to improve the exchange

In Class activity

11

Internal People from within the organisation to whom you

provide a product or service

External People outside your organisation to whom you

provide a product or service

Who are your Clients?

12

Internal Clients Internal Clients are persons or departments

within your own organisation They can be considered as client because they

receive products and services essential to their work from fellow workers.

Managers should listen and respond to the needs of internal clients in the same way that they listen and respond to the needs of external clients

Supporting internal clients is important to assuring quality

Eg?

13

External Clients External clients are persons or organisations

outside of your own organisation Eg?

14

The Client Environment

You

Your Organisation

Internal Clients

External Clients

Other Organisations Individuals

15

Treat external and internal customers

equally well

16

Follow Up!

◦ Maintain client records◦ Seek feedback◦ Reward customer loyalty◦ Provide after-sales service

How do you ensure quality customer service?

17

Telephone Skills

◦ ‘The telephone is an organisation’s front line’◦ Smile on the phone◦ Answer promptly◦ Confirm record details

How do you ensure quality customer service?

18

Quality Assurance

◦ Use systems to ensure consistent quality in products and service

How do you ensure quality customer service?

19

Problem Solving

◦ ‘Complaints are an opportunity to fix problems and improve service!’

◦ Know your organisation’s procedures◦ Stay clam◦ Gather the facts◦ Negotiate a solution-follow it up!

How do you ensure quality customer service?

20

Greeting customers and identifying their needs

◦ Approach them in a friendly, professional manner

◦ Know your business◦ Listen actively◦ Ask open questions◦ Offer a range of options

How do you ensure quality customer service?

21

List the possible internal and external clients of the following people:

(a) A helpdesk attendant(b) The store person in your organisation(c) A technician who repairs the computers(d) A computer sales person(e) The accounts clerk(f) A software designer(g) A network administrator

In Class activity

22

Pam Player , Communicating with Customer and Clients, TAFE NSW

Acknowledgements