Detailed Outlines

P05E Client Relations

• Assumed Prerequisite Knowledge
• Target Audience
• Course Description
• Course Objectives
• Course Outline
• Marking Scheme
• Text

Assumed Prerequisite Knowledge

P02 Business Communications and P04 Organizational Dynamics or equivalent experience

Target Audience

Staff/team members and managers who want to learn what is required to build lasting client relationships.

Course Description

An introduction to the skills that facilitate and enhance client relations. Client management; building a trusting relationship, managing expectations, understanding the client's perspective, evaluating needs and consulting. Emphasizes conflict management, influencing, facilitation and communication skills through presentations.

Course Objectives

The 90's have been described as the "Decade of the Customer" - the era when customer satisfaction will distinguish the winners from the losers. Unfortunately, many of us still fail to understand the importance of satisfying and keeping the customer happy. We must learn how to shift our focus to building lasting relationships. The objective of this course, therefore, is to improve the student's understanding of the skills and theory necessary to facilitate and to enhance good client relations. This will be accomplished by:

1. defining what constitutes good client relations
2. discussing the importance of customer focus
3. discussing the marketing concept
4. outlining effective techniques in customer relations
5. improving the student's listening, presentation and overall communication skills
6. teaching the student how to problem solve and resolve conflicts
7. discussing professionalism and its importance in today's business environment

Course Outline (Topics are subject to change)

What is Client Relations?

• The importance of customer focus
• The marketing approach to customer service
• Effective techniques in customer relations
• Why should you be good at customer relations?
• Understanding people

Communication

• Barriers to effective communication
• Techniques to overcome communication barriers
• Explaining vs. persuading
• Interpersonal vs. impersonal
• Credibility

Telephone technique

Nonverbal Communication

• Body language

Perception

• Effective listening

Defensiveness and self concept

Explaining

• What the customer really wants to know
• Understanding the user
• How to provide information in a form the customer can understand

Persuasion

Dealing with Complaints

• Conflict resolution
• Building consensus
• Problem solving/decision-making

The Principles of Management

Understanding Stakeholders

Professionalism - Representing Your Department

Marking Scheme (Subject to change)

The marking scheme is at the discretion of the professor. It may include assignments, a mid-term and a final exam.

Text

John J. Sviokla & Benson P. Shapiro. Keeping Customers. Harvard Business Review Press, 1993 has been used for past offerings of this course. Textbook choice is at the discretion of the professor.