Effective Client Communication

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Presentation Description

Employees are accustomed to working with their internal clients as a normal course of business. However, working with external clients brings the need for potential new skills. As a service provider, you must be prepared to interact with your clients in a professional manner, forming successful business relationships. This simple presentation is focused on the "soft skills" needed to establish, develop and maintain the long term successful business relationships with your external clients. The guidelines or practices presented are used by consultants in the top tier consulting firms. CONTENTS 1. Introduction Introduction to Effective Client Communication 2. Stakeholder Management What Is It? Why Is It Important? Who Are They? Important Skills Final Observations Setting & Meeting Expectations Define Commit Execute Confirm 3. Guidelines for Working with Clients Be Prepared Behavior Communication Presentations/Emails Summary To download this presentation, visit: http://www.oeconsulting.com.sg

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Presentation Transcript

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© Operational Excellence Consulting. All rights reserved. Effective Client Communication

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© Operational Excellence Consulting. All rights reserved. 2 Contents Introduction to Effective Client Communication Stakeholder Management Guidelines for Working with Clients 1 2 3 NOTE: This is a PARTIAL PREVIEW. To download the complete presentation please visit: http://www.oeconsulting.com.sg

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© Operational Excellence Consulting. All rights reserved. Introduction 1

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© Operational Excellence Consulting. All rights reserved. 4 Introduction to Effective Client Communication •  Employees are accustomed to working with their internal clients as a normal course of business. •  However working with external clients brings the need for potential new skills. •  The service environment requires that your professionals are able to adapt to unique client situations and help drive change based on the agreed strategic direction.

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© Operational Excellence Consulting. All rights reserved. 5 Introduction to Effective Client Communication •  As a service provider you must be prepared to deploy qualified subject matter experts across geographies in accordance with client agreements. •  You must be prepared to interact with your clients in a professional manner forming successful business relationships. •  This presentation is focused on the “soft skills ” needed to establish develop and maintain the long term successful business relationships with your external clients.

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© Operational Excellence Consulting. All rights reserved. “We must open the doors to opportunity. But we must also equip our people to walk through those doors.” Lyndon B. Johnson

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© Operational Excellence Consulting. All rights reserved. Stakeholder Management 2

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© Operational Excellence Consulting. All rights reserved. 8 Stakeholder Management – What is it Continual effective personal interactions are the key to success •  Recognizes that businesses are run by human beings •  Confirms that people prefer to work with others whom they respect •  Uses personal interactions to calibrate client satisfaction via: §  Formal meetings §  Published reports or data summaries §  Informal business or social interactions

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© Operational Excellence Consulting. All rights reserved. 9 Stakeholder Management – Why is it important Effective Stakeholder Management provides significant benefits to both parties •  It establishes and builds on personal relationships: §  Escalations of people who know and respect each other are less likely •  It provides early warning of potential issues §  Active listening is essential •  It promotes proactive account management §  A useful way to anticipate changes

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© Operational Excellence Consulting. All rights reserved. 10 Stakeholder Management – Who are they The client stakeholder includes more people than you might think •  Executive organization charts are a start but consider this: §  The list also includes client personnel... Ø  ...whose personal performance is affected by the service provider’s performance Ø  ...whose opinion on the service provider’s performance carries weight with others Ø  ...who may resent the presence of your organization as a service provider

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© Operational Excellence Consulting. All rights reserved. 11 Stakeholder Management – Important Skills Good client facing skills are essential to demonstrating professionalism •  Show you care for the client’s company as much as or more than they do: §  Do your homework get to know your client’s company •  Be very responsive at all times: §  Don’t assume they know you are working on an issue – tell them

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© Operational Excellence Consulting. All rights reserved. 12 Stakeholder Management – Final Observations Find the right balance between assertiveness and sensitivity in your behavior •  Don’t just collect opinions create them §  You can guide some stakeholders to your conclusion •  Become an expert in reading body language: §  Sometimes the words just aren’t that important •  Be responsive but drive your agenda when you can: §  You don’t have to be the victim

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© Operational Excellence Consulting. All rights reserved. 13 Setting and Meeting Expectations CONFIRM DEFINE COMMIT EXECUTE Building and maintaining trust with our clients and each other Understand the complete request and expected outcomes Execute as per commitment Make a commitment that is both realistic and achievable Verify the execution fulfills the complete request and expected outcomes

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© Operational Excellence Consulting. All rights reserved. 14 Setting and Meeting Expectations Proper Planning Prevents Poor Performance •  Define §  Time Ø  When do you want this Ø  Is this a priority §  Specifications Ø  What do you want it to do Ø  What is it you are looking to improve §  Cost Ø  How much resources are available

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© Operational Excellence Consulting. All rights reserved. 15 Setting and Meeting Expectations •  Commit §  Confirm client’s decision and performance criteria and show how your organization’s options will perform §  Select and present the best option §  Develop initial benefits and business case §  Identify resources and investment §  Identify risks and potential issues

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© Operational Excellence Consulting. All rights reserved. “Do what you do so well that they will want to see it again and bring their friends.” Walt Disney

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© Operational Excellence Consulting. All rights reserved. Guidelines for Working with Clients 3

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© Operational Excellence Consulting. All rights reserved. 18 Behavior You are a Service Provider and Will be Held to a Higher Standard •  Don’t agree to things that are outside the scope when put on the spot take them back as open items to discuss with your team •  Do not mention another client by name – use industry descriptions – client will want to know that you are treating their information names data etc. with the same respect

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© Operational Excellence Consulting. All rights reserved. 19 Presentations / Emails Let Your Professionalism Shine •  Make sure the numbers in a presentation are consistent •  Save and spell check your work •  Fix the document properties •  Use search and replace to quickly sanitize a document §  If you are using a template and/or re-using a document be sure to search for other client names and remove accordingly •  Proof read

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© Operational Excellence Consulting. All rights reserved. “Quality in a service or product is not what you put into it. It is what the client or customer gets out of it.” Peter Drucker

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© Operational Excellence Consulting. All rights reserved. About Operational Excellence Consulting

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© Operational Excellence Consulting. All rights reserved. 22 About Operational Excellence Consulting •  Operational Excellence Consulting is a management training and consulting firm that assists organizations in improving business performance and effectiveness. •  The firm’s mission is to create business value for organizations through innovative operational excellence management training and consulting solutions. •  OEC takes a unique “beyond the tools” approach to enable clients develop internal capabilities and cultural transformation to achieve sustainable world-class excellence and competitive advantage. For more information please visit www.oeconsulting.com.sg

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© Operational Excellence Consulting. All rights reserved. END OF PREVIEW To download this presentation please visit: www.oeconsulting.com.sg