Managing clients expectations
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The document discusses managing client expectations in recruitment services. It states that client expectations are fluid and broader than just job requirements. Effective expectation management techniques are valuable for keeping clients focused on goals and allowing recruiters to meet sometimes imprecise promises. The key is for recruiters to control the process and set client expectations from the outset to minimize risk to their success. A training program is described that teaches recruiters how to thoroughly qualify clients and job orders, understand client needs, and use agreements to manage expectations during the recruitment process.
Managing clients expectations
- 1. MANAGING CLIENTS EXPECTATIONS MUCH MORE THAN REQUIREMENTS As for any service provider, customer expectations can pose a major challenge. That's because expectations are very fluid: They grow, they shrink, they change shape, they change direction, they shift constantly, they shift easily. Expectations are deeper and broader than just the assignment or job requirements. Expectation management techniques are very valuable when offering recruitment services. It's partly for our client's benefit - to keep their eyes on the ball, to work towards the same goals and deadlines etc. But it is also for our own benefit because our recruitment promises are sometimes less precise than we wish they were. A Recruiters performance criteria are demanding and the many activities, such as taking the job brief, shortlisting and presenting candidates are frequent opportunities for clients to pass judgment. In your client's mind, satisfaction is how close you have come to their expectations. It may not even be the actual results of the recruitment project but the process with which you arrive there. WHERE BUSINESS AND TRAINING COME TOGETHER FUSION APPROACH Is simply to work in synergy not only with our clients and the needs of their business but also with our delegates, to ensure they are given the tools to achieve success. Tel: 07 3273 2642 www.fusiontraining.com.au
- 2. MANAGING CLIENTS EXPECTATIONS COURSE OVERVIEW Control the process It poses as a low risk option for clients when they enter into multiple contingent arrangements, but the impact on a Recruiters success can be a very high risk! That is unless they control the process and the clients expec- tations from the outset. In this program the delegate will learn some of the most important skills that are required for a robust, effective client management process. TRAINING OUTCOMES • Understand the importance of a thorough client management process • Understand what clients need and expect from professional recruiters • Identify the characteristics of a viable client • Identify the characteristics of a viable job order • Know how to qualify a job order in detail and gain a competitive advantage • Be able to ask the best variety of questions to uncover the ‘real’ needs of the client • Understand that recruitment success depends on mutual agreements and expectations • Know how to manage clients with up-front agreements during the recruitment process • Learn how to handle common client objections to advance the placement process • Know when to sell retained, exclusive or ‘committed’ contingent roles • Create an action plan for improved client management SUITABLE FOR Consultants or as a refresher for Senior Consultants and Managers BOOK A FREE CONSULTATION TODAY Talk to a member of the Fusion Training team today and discuss how we can assist you with your organisational development needs. Phone: 07 3273 2642 Mobile: 0449 593 933 Email: info@fusiontraining.com.au Website:www.fusiontraining.com.au