Why Client Communication?
Client Communication shows customers that you understand what they actually mean instead of what they are simply saying
Improves the quality of customer service
Customers can be a source of new ideas.
Makes changes easier
Builds good reputation. All reputation spreads.
Good Practices
Client Communication shows customers that you understand what they actually mean instead of what they are simply saying
Speak Their Language
Attention to Your Tone of Voice.
Offer lots of information behind your decision
Have solid working knowledge of everything that your business has to offer
F.A.Q
Frequently Asked Questions
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How can I understand my client better?
Ask the right questions and resulting answers not only help you to provide better results for your clients, but the act of asking questions that prompt productive dialogues can improve your relationships. With a better understanding of the client's business, her goals and challenges, needs, and values, you can find new ways to provide value to the client and connect with the larger team.
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How do I deal with angry clients efficiently?
Verbalize the issue from the client’s perspective. Explain what happened and what we’re doing to fix the issue. Step away from your desk and give yourself some time to rethink rather then be in the moment. Appologize and be humble.
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How can I prepare before meeting my client? Avoid making them angry?
Before meeting a client, do your homework. For new or potential clients, do as much research about the client and their needs as possible until you are completely familiar. Make certain you allocate enough time to truly have a good discussion.
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How do I get answers from my clients?
Remember, every client is different. To decide what’s appropriate, consider how responsive the client has been in your interactions so far. Are they better over the phone or via email? If you’re not sure, ask what they prefer. Either way, always send your questions to the client upfront, so that they know what they’re getting into and can take their time to consider their responses.
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How can I stay relevant?
To stay relevant, ensure that you have solid working knowledge of everything that your business has to offer. Be as familiar with your company’s services, its prices, and the time it takes to deliver the goods to the client. Brag, but be humble. When meeting with clients, or communicating with them through email, don’t waste their time. Be quick.
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What steps should I take?
Establish a human connection. Be sensitive to your client's comfort zone. Leverage your company brand. Understand communication channels/when to use them. Prioritise quality over quantity.
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What are some things should I consider and avoid when dealing with clients?
Make sure to set up boundaries between yourself and clients. Professional boundaries are vital. Working with difficult issues can also be very stressful and draining work, and professional boundaries help us to manage ourselves and our emotions. Always make the first move. Dont be overly opinionated, self-absorbed, and abstain from being negative.
Boundaries
Set up boundaries with your clients using these!
- All
- Collaborate
- Organize
- Message
- Video/Audio
Push Back Properly
While constantly being told that the customer is always right, this often works better in theory than it does in practice. Caving in to customer demands (or behavior) can be detrimental to the business as a whole and sometimes it is crucial to push back, but in the right way.