Client management, Relationships, Communications Etc.

FTG Solutions
Employee and Fresher’s Trainings on Reference Issues

Client Management > Relationship>
Communication> Behavior> Services
=Business
By: Chandan Suri
First: Think of an incident in which you were “Happy and
Delighted” as a satisfied client. How did that happen…?
Secondly: Think of another situation where you were much
disappointed as a client, and you don’t want to return again or
you told others about your negative experience with services.
How did that happen…?
Let Us Think and Get Solution from Those Situations ….

WEB: www.ftgsolutions.com Email: info@ftgsolutions.com

My Client is my Business….

• Client’s Satisfaction over services is the
client’s perception of the actual service
received as compared to the service they
expected or other brands are giving to them.
• Remember today’s client moreover
concerned to services, behavior, gesture,
discounts, product knowledge etc….


Types of Client ……….
• doesn’t know about product and brand
• Know everything but amused to locate
satisfied services at location
• want services at discounted price
• want services but no bar to prices
• need quick services
• need satisfactory services


Client ……….
• Interested and high-tec client Looks confused and disoriented
when discussing anything high-tech, discuss rather than
services, wants everything to be main client. The Low-tech
client needs to go through everything twice to get it, but will
then happily take your advice.

• uninterested client is a strange beast – where most of clients
can’t wait to get proper services, the uninterested client just
wants things done with as little effort from you as possible.
You can spot an uninterested client on first meeting when you
ask them questions about their business and are met with the
minimal response. The uninterested client will rarely provide
requested information and will often ask you to complete
tasks outside your area of expertise because they “don’t have
time”.


Client ……….
• Appreciative client will shower you with praise
and make you feel special employee –
gosh… I love your services and work. Sit
back and enjoy the glory. Make sure you
(employee) get them a very nice gift and
throw your excellent working to their mind for
future services. An appreciative client is like
gold to a freelancer, so do your best work and
make them feel like a VIP.


Equation model for client satisfaction..


Equation solutions for client satisfaction

• Measuring and tracking client
satisfaction
• Developing profiles of strengths and
weaknesses
• Specific performance for client
satisfaction
• Developing a list of actions to increase
customer flow and visiting


PROCESS MODEL To IMPROVE SERVICE AND QUALITY

DO YOUR CLIENT PERCEIVE DO YOU HAVE AN ACCURATE
YOUR OFFERINGS OR EXCEEDING THEIR UNDERSTANDING OF
EXPECTATIONS..? YOUR CLIENT EXPECTATIONS..?

IS THE INFORMATION ARE YOU MONITORING YOUR
COMMUNICATED TO CUSTOMERS CLIENT EXPECTATIONS
ABOUT YOUR OFFERINGS ACCURATE? AND REQUIREMENT…

ARE THOSE
DO YOUR OFFERINGS MEET OR STANDARDS IN PLACE TO MEET
EXCEED THE STANDARDS OF CLIENT..? CLIENT EXPECTATIONS…?

IF NOT
TAKE CORRECTIVE ACTION

WEB: www.ftgsolutions.com Email: info@ftgsolutions.com 8

Solutions to improve service and quality

• Four sources to improve service and quality….

– Customer complaint analysis
– Customer feedback through own staff
– Qualitative customer interaction over services
– Customer satisfaction surveys

• Surveys
– Development of a questionnaire
– Analysis/Benchmark …..company products and
services


ROLE OF COMMUNICATION TO SERVING CLIENTS…..

INTERNAL EXTERNAL
BEHAVIOR BEHAVIOR


Role and Communication to clients

• Overall service satisfaction
• After Sale or Service support
• Availability/delivery support
• Product Services
• Client support service
• Recommendations
• Customer loyalty
• Product information support
• Client care support


Client satisfaction model
Solutions
Service
@
Expectations
Complaints

Positive
Quality
@
Assurance
Negative
Client
Satisfaction
Product Repurchase
Presentation Intention

Serve and Service
Care Performance


In Conclusion, to Deliver Superior Service in
Environments

• Understand customer’s service expectations and how well those
expectations are being met
• Work systematically to remove organizational barriers that lead to
poor customer service – indoor and outdoor
• Recognize and capitalize on the increasing role of technology in
serving customer’s and support for product knowledge.
• Be focused of customer’s and employees readiness to embrace
technology-based services
• Put in place a solid behind-the-scenes infrastructure -- information
systems and human resources support -- to deliver what kind of
services we are delivering…….
• Continuously monitor customer’s and employees reactions over
services and feedbacks……..


So…What you can do or
perform to increase business
to your organization….. ?
Be always….

By: Chandan Suri

To lead a stress free business with relationship >
Follow methodology of client relationship
management ……….


Client management, Relationships, Communications Etc.

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Client management, Relationships, Communications Etc.