Relate to client on a business level

1. Relate to Clients on a business level Understanding your client 1

2. Introduction 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 2

3. What is a Client? A Client or customer is a person or organisation that you or your organisation provide with a product or service.

4. Who are your Clients? 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 4

5. EXTERNAL CLIENT RELATIONS BUSINESS TO BUSINESS CLIENTS Suppliers >Contractors >Consumables >Marketing >Finance services >etc. Your Web Dev Company >Advertising >Marketing >Film/TV >Games >etc. PRODUCTS AND SERVICES >Animations >Video >Websites >Audio >SEM >SEO DIRECT CLIENTS >Galleries >Shops >SME’s >etc. What are some other example you can think of??

6. INTERNAL CLIENT RELATIONS Web Design Dept

7. Client or customer service is: Performing tasks for clients, Development of products for clients Maintaining products for clients Providing information and advice to clients.

8. How should you behave? Good manners? Modern/Business Etiquette? Business-like manner Reflective Listener Be prepared Ethically 8 Can you give me an example each of the above in normal life that isn’t applicable in a professional business situation?

9. What skills do you need? The essential skills for successful client interaction are: Active listening Questioning techniques Feedback Understanding Empathy 9

10. 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 10

11. What are the issues for IT? 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 The above are traditional IT issues but just as relevant in the web industry 11

12. What questions do you need to ask yourself? 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? 12

13. What questions do you need to ask yourself? 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? 13

14. How do you ensure quality customer service? Follow Up! Maintain client records Seek feedback Reward customer loyalty Provide after-sales service 14

15. How do you ensure quality customer service? Telephone Skills ‘The telephone is an organisation’s front line’ Smile on the phone Answer promptly Confirm record details 15

16. How do you ensure quality customer service? Quality Assurance Use systems to ensure consistent quality in products and service 16

17. How do you ensure quality customer service? 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! 17

18. How do you ensure quality customer service? 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 18

19. In Class activity Customer Service 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. Did you tell anyone about your experience? Did you buy the product or service you requested? List four things that the person serving you could have done to improve the exchange 19