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Relate to Clients on a business level

Understanding your client

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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

What is a Client?

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

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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

Your Web DevCompany

Suppliers>Contractors>Consumables>Marketing>Finance services>etc.

>Animations>Video>Websites>Audio>SEM>SEO

DIRECTCLIENTS>Galleries>Shops>SME’s>etc.

BUSINESSTOBUSINESSCLIENTS

>Advertising>Marketing>Film/TV>Games>etc.

EXTERNAL CLIENT RELATIONS

PRODUCTSANDSERVICES

What are some other example you can think of??

Web DesignDept

INTERNAL CLIENT RELATIONS

Client or customer service is:

Performing tasks for clients, Development of products for clients

Maintaining products for clients Providing information and advice to clients. 

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How should you behave?

• Good manners?• Modern/Business Etiquette?• Business-like manner• Reflective Listener• Be prepared• Ethically

Can you give me an example each of the above in normal life that isn’t applicable in a professional business situation?

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What skills do you need?

The essential skills for successful client interaction are:

• Active listening• Questioning techniques• Feedback• Understanding• Empathy

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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

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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 technologyThe above are traditional IT issues but just as relevant in

the web industry

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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?

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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?

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How do you ensure quality customer service?

• Follow Up!

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

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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

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How do you ensure quality customer service?

• Quality Assurance

– Use systems to ensure consistent quality in products and service

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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!

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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

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In Class activity• 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