1. Copyright  2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series Slides prepared by TAFE NSW—Access Division 6–1 This is the prescribed textbook for your course. Available NOW at your campus bookstore!

2. Copyright  2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series Slides prepared by TAFE NSW—Access Division 6–2 Part C: Interacting with Clients  Chapter 6 Communicating with Customers and Clients  Chapter 7 Planning and Giving Presentations

3. Copyright  2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series Slides prepared by TAFE NSW—Access Division 6–3 Communicating with Customers and Clients  Topics Discussed:Chapter 6 Who your clients are Communication skills in customer service Greeting clients Identifying and responding to client needs Consulting with clients to resolve problems How stereotypes affect service Using the telephone effectively Extending your relationship with clients

4. Copyright  2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series Slides prepared by TAFE NSW—Access Division 6–4 You and your clients  The importance of successful interaction with clients  Personal experiences as a customer  Who are your clients/customers?

5. Copyright  2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series Slides prepared by TAFE NSW—Access Division 6–5 Communication skills in customer/client service  Greeting clients  Identifying and responding to client needs  Consulting with clients to solve problems  Dealing with difficult customers

6. Copyright  2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series Slides prepared by TAFE NSW—Access Division 6–6 Stereotypes and service  Stereotyping can lead to: pre-judging inaccurate assumptions prejudice misunderstandings

7. Copyright  2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series Slides prepared by TAFE NSW—Access Division 6–7 Using the telephone effectively  Making calls  Answering calls  Improving your telephone technique  Handling difficult situations

8. Copyright  2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series Slides prepared by TAFE NSW—Access Division 6–8 Extending your relationship with clients  Encouraging client feedback  Following-up your service  Rewarding customer loyalty  Anticipating and learning from mistakes  Promoting your products and services