1. Client Communication

2. Types of Clients
When clients contact your business it is important that they are handled in a professional manner.
Two types of clients:
Internal clients - Other workers in the organization, who are affected 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.

3. Meeting clients needs Things to keep in mind:
Keeping clients happy is the most important part of your job.
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.

4. 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

6. 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
Price changes
Invoicing systems
Trading hours - outside arrangements
Delivery

7. Creating an Effective Service Environment
It is important to create an environment that the client will feel comfortable with and give the impression that the organisation will be able to provide their requirements. Make sure of the following:
Reception area clean and tidy
Everything organised - no chaos
Receptionist capable of communicating effectively

8. Work Place Language
Work place language is the verbal and written skills used to communicate with clients and colleagues in the organisation.
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.

9. 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.

10. 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.

11. Questioning Types of questioning Two basic types:
Closed
Open
Closed Questions - Closed Ended questions are questions you can answer with a yes or no or limited answer e.g. Do you want a large or small chips?
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:
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.

12. 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.

13. Active Listening There are many benefits 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.

14. Active Listening Here are some suggested steps:
Pay Attention and stay focused.
Listen carefully, asking questions to clarify.
Repeat key points to make sure you have the message clearly.
Take notes / summarise to show understanding
Show you are interested and want to be involved.
Use body language that shows you are listening.
Keep cool and not emotional

15. Communication with Clients
When receiving and processing communication in an IT workplace you 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.
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

16. Client Conflict 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

17. Client Conflict Signs of Conflict Level of Conflict
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

18. Client Conflict Strategies for Handling Client Complaints
call client by name and treat with respect
use active listening
restate the complaint to make sure you understand
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
don't lay blame clients aren't interested on whose fault it was
don't take personal responsibility

19. Client Conflict find 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 re-negotiation 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.
Student 2 – Client bringing in a computer system unit in which they wish you to load Microsoft XP Operating System.

22. Exercise 2 CLIENT ROLE PLAYS - TELEPHONE Scenario 1.
Student 1 – Receptionist at Computer Sales & Repair Co. Role is to receive and process jobs, and answer the telephone.
Student 2 – Client ringing to inquire whether you sell Junior Type Quick Software and what it costs.
Scenario 2.
Student 1 – Receptionist at The Network Company. Role is to greet 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.

23. Exercise 2 CLIENT ROLE PLAYS - CLIENT CONFLICT Scenario 1.
Student 1 – Receptionist at Computer Sales & Repair Co. Role is to 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.