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NACC South East Christmas Seminar Developing Client Relationships Margaret Faulkner Qudos Friday 30th November 2012.

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Presentation on theme: "NACC South East Christmas Seminar Developing Client Relationships Margaret Faulkner Qudos Friday 30th November 2012."— Presentation transcript:

1 NACC South East Christmas Seminar Developing Client Relationships Margaret Faulkner Qudos Friday 30th November 2012

2 Objectives Create a positive and professional first impression when meeting people for the first time Know how to develop positive and enduring business relationships Identify the key behaviours and skills required to network effectively Provide a practical, participative opportunity to review/refresh those skills and practise them offline Enjoy each other’s company, share ideas and have fun

3 Initial impact is made and audience mood towards you is established in the first 4-7 seconds Developing Client Relationships

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5 National Standards for Customer Care Give Customers a positive impression of yourself and your organisation: Establish effective rapport with customers Meet your organisation’s standards of appearance and behaviour Greet your customer respectfully and in a friendly manner Communicate with your customer in a way that makes them feel valued and respected Treat your customer courteously and helpfully at all times Adapt your behaviour to respond effectively to different customer behaviour

6 National Standards for Customer Care Deal with customers face to face Focus on your customer and listen carefully to ensure that you collect all possible information you need from the conversation Present a professional and respectful image when dealing with your customer Focus your attention on your customer so that your non-verbal cues do not betray disinterest, boredom or irritation Observe your customer to read non-verbal clues about their wishes and expectations

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8 Network A group or system of interconnected things or people. Oxford English Dictionary

9 The word network first appeared in English around It meant, not surprisingly, 'a netlike structure', and actually originally referred to the process of making a net of some sort. These terms derive originally from the net used by a fisherman. The bigger and stronger the net, the more fish would be caught. The same with business networks. (The fish represents your aims, for example sales achieved, or new clients.) Networking

10 The more you engage with customers, the clearer things become and the easier it is to determine what you should be doing to meet their needs. John Russell President Harley Davidson

11 Developing Client Relationships EVERY customer needs to feel like they are your ONLY customer

12 Every client you keep is one less that you need to find. Nigel Sanders

13 The Time Management Matrix UrgentNot Urgent Important Not Important

14 The Time Management Matrix 12 UrgentNot Urgent Important Crises Pressing Problems Last Minute Meetings Unplanned Encounters Preparation and Planning Crisis Prevention Relationship Building Planned Networking Opportunities Follow up 3 4 Not Important Needless Interruptions Unimportant Phone Calls Some Mail Some Meetings Junk Mail Some Phone Calls Time Wasters Chit-Chat ‘Escape’ Activities

15 Elevator speech. Describe yourself concisely and impressively. Be different. Differentiate yourself. Aim high. Be best at something Help others. Help others and you will be helped. Personal integrity. Integrity, trust and reputation are vital for networking. Relevant targeting. Groups and contacts relevant to your aims and capabilities Plans and aims. Plan your networking - and know what you want. Follow up. Following up meetings and referrals makes things happen. Be positive. Be a positive influence on everyone and everything. Principles of Effective Networking

16 Nothing is so contagious as enthusiasm Samuel Taylor Coleridge


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