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Client Communication.
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"Client
Communication."—
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Client Communication
2
Types of Clients
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When clients contact your business it is important that they are
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handled in a professional manner.
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Two types of clients:
Internal clients - Other
workers in the organization, who are affected
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by your work or which you do work for.
External clients - People who do not work for your company that buy
the goods and services you offer.
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3
Meeting clients needs Things to keep in mind:
Keeping clients happy is the most important part of your job. Cancel
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Happy clients return and talk to others about your goods and services the best advertisement.
Clients need to trust you.
If you are confident the clients will be comfortable.
Other qualities to show your client include sincerity, enthusiasm,
attitude and manner, outgoing personality and genuine interest in
people.
First impressions are lasting.
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What is good service? Products or service delivered on time
Products and service is what was requested
Product performs as claimed
Handled by a friendly and helpful employee who communicates
effectively
5
What services can a company offer?
Before sales service - mail-outs, telemarketing, telephone service,
brochures, answering queries.
Product or service range and availability.
Product or service knowledge
Customer follow-up - ring to inform client
After sales services
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Keeping up-to-date
It is important for you to keep up to date with the organization so
clients can be handled effectively.
Available goods and services
Policies on returns, payments, breakages
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Price changes
Invoicing systems
Trading hours - outside arrangements
Delivery
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Creating an Effective Service Environment
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It is important to create
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able to provide their requirements. Make sure of the following:
Reception area cleanButtons:
and tidy
Everything organised - no chaos
Receptionist capable of communicating effectively
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8
Work Place Language
Work place language is the verbal and written skills used to
communicate with clients and colleagues in the organisation. Cancel
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It is important to use the correct English language and eliminate slang
when speaking and use correct grammar and spelling when writing
work place documents.
Currently organisations are spending a lot of time and money on work
place training for literacy and basic work skills, for more effective
communication and safety of their work force.
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Greeting Procedures
Greeting procedures are very important as this is the first point of
contact that clients have with your organisation.
Telephone Greeting Steps:
Answer on or before 3 rings
Good morning / afternoon
Company name
Speakers name
How may I help you?
Listen carefully to problem / request
Repeat or write down name of caller and telephone number if required
Answer query or redirect
Allow caller to hang up first.
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Greeting Procedures Face to Face Greeting Steps:
Good morning / afternoon
How may I help you?
Listen carefully to problem / request
Confirming request or problem by repeating and take notes if required
If you can, answer the clients problem or enquiry or direct to some one
who does.
If the client has an appointment - Please take a seat. Then let the
employee know their client has arrived. If they have to wait more than
15 minutes offer refreshments.
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Questioning Types of questioning Two basic types:
Closed
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Closed Questions - system.
Closed Ended
questions
questions
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answer with a yes or no or limited answer e.g. Do you want a large or
small chips?
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Open Questions - Open Ended questions are those you can't answer
with yes or no. They begin with words like when, why, where, who,
what and how e.g. How do you like your Tea?
Other questions that can be used when dealing with clients are: 39
Bridges - used to extract more information e.g. and then or meaning
Reflective - used to show understanding
Controlling - used to control conversations - mostly closed questions.
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Active Listening
Definition: Active Listening is when you are actively involved in
listening to what the person is saying.
Active listening is a skill you need to practice. There are many times
when you simply hear what is going on but aren't really listening.
Active listening is more effective if you:
Know why you are listening as you will gain more from the
communication.
Listen with your body both physically and mentally so there is
consistency between verbal and non-verbal communication.
Give feedback and respond to what you hear with paralanguage.
Show empathy which is the ability to see from the other persons point
of view.
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Active Listening There are many benefi ts to active listening:
If you show interest, people will often try to repay your interest and try
to understand you better.
Members of a group develop a more positive approach to each other.
You receive more accurate information as people are happier to share
information.
When people explain their situation to a good listener they can
discover their own solution.
When people listen to each other disagreements are more easily
settled.
You will find out what and why people are saying it which can give you
a better idea about what is really going on.
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Active Listening Here are some suggested steps:

Pay Attention and stay
focused. presentation
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Listen carefully, asking questions to clarify.
Repeat key points to make sure you have the message clearly.
Take notes / summarise
show
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youunderstanding
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Show you are interested
and want
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Use body language that
shows
you
are
listening.
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Keep cool and not emotional
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Communication with Clients
When receiving and processing communication in an IT workplace you
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will need to consider the following.
Receiving Information
Face to Face - greet, listen actively and respond to what is required.
Telephone - greet, listen actively and respond to what is required.
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Electronic - read, and respond to what is required.
Recording Communication
Taking messages
Answering machines
Acting on Client Instructions
Reply to written communication e.g. write letters
Answering the question, enquiry or problem
Responding to enquiry e.g. send goods
Direct to the person required
Follow up
Ring or return calls
Listen and respond to answering machines
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Client Confl ict One unhappy client = one lost client
One lost client = 1 dozen lost potential client
Causes of Customer Complaint
quality of goods or poor service
not delivered on time
quantity less or more than required
product didn't perform as claimed
employees rude or unhelpful
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Client Confl ict Signs of Confl ict Level of Confl ict
body language - aggressive or passive
face colour and expression
agitation
avoidance
unspoken language
spoken language - abusive and abrupt
Level of Conflict
discomfort
incidents
misunderstanding
tension
crisis
abuse
violence
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Client Confl ictButtons:
Strategies for Handling Client Complaints
call client by name and treat with respect
use active listening
restate the complaint to make sure you understand
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acknowledge that a conflict exists and identify the conflict
must have a desire to resolve the conflict
face the problem early, don't put it off
ask the client what they would have done and suggest alternatives
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don't lay blame clients aren't interested on whose fault it was
don't take personal responsibility
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Client Confl ict fi nd a solution that both parties agree on
don' make unrealistic promises
follow up - write or call on progress
if the person is very difficult and you are getting no where try to renegotiation at a later stage
if clients turn out to be wrong be diplomatic
angry clients - let them vent anger for a while then they may be more
co-operative
abusive clients - remain calm and repeat that you would like to help
say no to clients when things are against policy
20
Exercise 1
Using the internet find an example of a company greeting procedure.
Write a closed question and an open question that you would use
when dealing with a client.
21
Exercise 2 CLIENT ROLE PLAYS - FACE TO FACE Scenario 1.
Student 1 – Receptionist at The Network Company. Role is to greet
clients, make appointments and answer the telephone.
Student 2 – Client with an appointment to see Bob Brown to discuss a
network design for the new factory complex.
Scenario 2.
Student 1 – Computer technician at Computer Sales & Repair Co. Role
is to repair computers, handle the counter enquiries and receive and
process jobs.
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Student 2 – Client bringing in a computer system unit in which they
wish you to load Microsoft XP Operating System.
22
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Exercise 2 CLIENT ROLE PLAYS - TELEPHONE Scenario 1.
Student 1 – Receptionist at Computer Sales & Repair Co. Role is to
receive and process jobs,
and you
answer
telephone.
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Student 2 – Client ringing
to
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Scenario 2.
Student 1 – Receptionist
at The Network Company. Role is to greet
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clients, make appointments and answer the telephone.
Student 2 – Client ringing to make an appointment to see Bob Brown to
discuss a network design for the new factory complex.
39
23
Exercise 2 CLIENT ROLE PLAYS - CLIENT CONFLICT Scenario 1.
Student 1 – Receptionist at Computer Sales & Repair Co. Role
is to Download
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receive and process jobs, and answer the telephone.
Student 2 – Client (Face to Face) who has rung 3 times to see if his
repair to his printer is ready. The printer was meant to be fixed two
weeks ago and it is holding up the printing of the monthly invoices.
Scenario 2.
Student 1 – Technician at Computer Sales & Repair Co. Role is to repair
computers, handle telephone and counter enquiries, and receive and
process jobs. The receptionist has transferred this client to you.
Student 2 – Client who has just brought home their new monitor for
the third time from Computer Sales & Repair Co. It has been flickering
and this time it gave a flash and went black. You want it replaced now.
You have rung Computer Sales & Repair Co and the receptionist has
put your call through to the technician.
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