Communication + Client Best Practices
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The document discusses best practices for customer service and communication with clients. It emphasizes the importance of customer service for maintaining ongoing client relationships and revenue. Effective communication is key to good customer service. There are four main communication styles - controller, promoter, supporter, and analyzer - and the document provides tips for communicating effectively with each style. Some best practices for communicating with clients include determining their communication style, over-communicating details, not leaving questions unanswered, setting clear response time and meeting expectations, and having an agenda and recap for all meetings and calls. The document also covers how to handle tough questions, use apologies when needed, and provide examples of good customer service resolutions with clients.
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CUSTOMER SERVICE: DEFINITION
Definition from Investopedia:
The process of ensuring customer satisfaction… [it] can
take the form of an in-person interaction, a phone call…
or by other means.
KEY TAKEAWAY: you can’t have (good) customer service
without COMMUNICATION
Source: Investopedia.com](https://image.slidesharecdn.com/communicationclientbestpracticesslideshare-121120135222-phpapp02/85/Communication-Client-Best-Practices-4-320.jpg)
Communication + Client Best Practices
- 2. 2 PURPOSE § Background § The purpose of today’s presentation is to talk about: i. customer service and why it’s important ii. how communication plays a key role iii. client best practices
- 3. 3 CUSTOMER SERVICE: WHY DOES IT MATTER? “Customer service is an extremely IMPORTANT part of MAINTAINING ongoing CLIENT RELATIONSHIPS that are KEY to continuing REVENUE... Often there are many more people working behind the scenes at a company than there are customer service representatives, yet IT IS PRIMARILY THE PERSONNEL THAT INTERACT DIRECTLY WITH CUSTOMERS THAT FORM CUSTOMERS’ PERCEPTIONS OF THE COMPANY AS A WHOLE.” Source: Investopedia.com
- 4. 4 CUSTOMER SERVICE: DEFINITION Definition from Investopedia: The process of ensuring customer satisfaction… [it] can take the form of an in-person interaction, a phone call… or by other means. KEY TAKEAWAY: you can’t have (good) customer service without COMMUNICATION Source: Investopedia.com
- 5. 5 COMMUNICATE, COMMUNICATE, COMMUNICATE Communication is… “a process by which information is exchanged between individuals through a common system of symbols, signs or behavior” KEY. Definition: Merriam-Webster
- 6. 6 COMMUNICATION: FOUR STYLES One of the best ways to improve the effectiveness of your communication is to adapt your communication style to match your audience. To effectively communicate, you must first identify your audience. Source: MaximumAdvantage.com
- 7. 7 COMMUNICATION STYLE: THE CONTROLLER The controller just wants the facts, and as a result, can be perceived as bossy and insensitive. The controller is extremely goal-oriented and their major motivation is to get things done; they care about the bottom-line. They have little use for details, so don’t give more than necessary to get your point across. Tips for effectively communicating with controllers: § Be efficient and business-like § Get to the point § Set and clarify goals and objectives § Give them conclusions – only provide details if asked § Solve problems and objections § Talk in terms of results, not methods Source: MaximumAdvantage.com
- 8. 8 COMMUNICATION STYLE: THE PROMOTER The promoter loves people and loves to talk. Their natural sociability allows them to talk for long periods of time about almost anything. They are enthusiastic, curious and expressive. Tips for effectively communicating with promoters: § Leave plenty of time for talk and social niceties § Ask them about their family, children, etc. and be prepared to talk about yours § Let them “experience” what you are communicating by talking in terms of people and stories and using examples § Be careful about getting too far off track and be able to guide the conversation back to the original point Source: MaximumAdvantage.com
- 9. 9 COMMUNICATION STYLE: THE SUPPORTER The supporter typically has a low-key personality, tends to be calm and have patience. Supporters are the largest percentage of the population and they are typically competent and steady workers who do not like to be involved in conflict. When there is conflict they may be called upon to mediate the problem. They are good listeners and one of their major motivations is to avoid offending anyone. Tips for effectively communicating with supporters: § Don’t come on too strong § Earn their trust in small steps § Don’t ask for big decisions right away § Provide plenty of reassurance § Talk in terms of security Source: MaximumAdvantage.com
- 10. 10 COMMUNICATION STYLE: THE ANALYZER The analyzer loves facts and figures. They tend to be thoughtful, serious and purposeful. Because their communication style includes a need for details, they sometimes hesitate to make decisions if they feel that they don't have enough facts. Because they pay so much attention to details, they can come across as being pessimistic. Tips for effectively communicating with analyzers: § Make sure you are well-prepared § Have data to back up information being presented § Be prepared for skepticism § Allow time for them to think and analyze § Ensure all of their questions are answered Source: MaximumAdvantage.com
- 11. 11 COMMUNICATING WITH CLIENTS § Determine their communication style § Over-communicate details, especially in the beginning § Don’t leave questions on the table § Don’t assume they are on the same page – ask qualifying questions § If you don’t get a response, follow up § Don’t forget to pick up the phone
- 12. 12 RESPONSE TIME + SETTING EXPECTATIONS § Prompt responses with general feedback § How long is too long? § What about last minute requests? § Set realistic expectations
- 13. 13 MEETINGS AND CALLS: BEST PRACTICES § When should you meet? § What should you discuss? § Meet in person or via video chat when possible § Always have an agenda + recap (internal and external) § What if I don’t know the answer to a question?
- 14. 14 ANSWERING TOUGH QUESTIONS § Clarify the question before answering it § Stay calm § Be confident: demeanor speaks volumes § Provide an expert point of view § Use questions as opportunities to educate § Make sure everyone understands § Redirect inane and unfair questions Source: Harvard Business Review
- 15. 15 TWO MAGIC WORDS When things do go wrong… § Be upfront § Apologies go a long way § Be aware of what you are apologizing for § Have a conversation
- 16. 16 CLIENT EXAMPLE: CUSTOMER SERVICE § Who? § What happened? § What we did about it § Resolution
- 17. 17 SUMMARY § Never under estimate the importance of customer service and effective communication § Since each person has a preferred style of communication, once you determine their style, you can communicate effectively by adapting your style to meet the needs of their style. § Remember first rule of effective communication: the success of the communication is the responsibility of the communicator. § Be confident in your knowledge and the value you bring to your clients § Apologize when necessary
- 18. 18 THANK YOU
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