the cornerstone of business is client relationship: communicate effectively, provide customer care

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THE CORNERSTONE OF BUSINESS IS CLIENT RELATIONSHIP Communicate Effectively. Provide Excellent Customer Care.

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Post on 14-Jun-2015

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Filipino corporate trainer and motivational speaker, Mr. Myron Sta. Ana talks about how Client Relationship or Customer Service and how it plays a vital role in the success of any company or product and service provider.

TRANSCRIPT

Page 1: The Cornerstone of Business is Client Relationship: Communicate Effectively, Provide Customer Care

THE CORNERSTONE OF BUSINESS IS CLIENT RELATIONSHIP

Communicate Effectively. Provide Excellent Customer Care.

Page 2: The Cornerstone of Business is Client Relationship: Communicate Effectively, Provide Customer Care
Page 3: The Cornerstone of Business is Client Relationship: Communicate Effectively, Provide Customer Care

Elements of Client Relationship

InternalExternal

Page 4: The Cornerstone of Business is Client Relationship: Communicate Effectively, Provide Customer Care

Internal (Preview)Cognition (Knowledge)Competencies (Skills)Character (Attitude)

Page 5: The Cornerstone of Business is Client Relationship: Communicate Effectively, Provide Customer Care

External (Preview)Conditions (Environment)Climate (Motivation)Compatibility (Job-Person Fit)

Page 6: The Cornerstone of Business is Client Relationship: Communicate Effectively, Provide Customer Care

InternalCompetencies (Skills)

How a job is done How it is done well

Page 7: The Cornerstone of Business is Client Relationship: Communicate Effectively, Provide Customer Care

InternalCharacter (Attitude)

Build rapportSound positiveDon’t show negative attitude (boastful,

impatient)Smile all the time

Page 8: The Cornerstone of Business is Client Relationship: Communicate Effectively, Provide Customer Care

ExternalConditions

Working EnvironmentManagement SupportPeople Compensation and BenefitsRewards and Recognition

Page 9: The Cornerstone of Business is Client Relationship: Communicate Effectively, Provide Customer Care

ExternalClimate

MoodMotivationMoxie

Page 10: The Cornerstone of Business is Client Relationship: Communicate Effectively, Provide Customer Care

ExternalCompatibility (Job-Person Fit)

Page 11: The Cornerstone of Business is Client Relationship: Communicate Effectively, Provide Customer Care

ExternalCompatibility (Job-Person Fit)

Page 12: The Cornerstone of Business is Client Relationship: Communicate Effectively, Provide Customer Care

Customers are not always RIGHT but they always have the

RIGHT to be treated RIGHTMyron Sta. Ana

MATINEE IDOL AND ACTION STARAuthor of “Book Still Being Written”

Page 13: The Cornerstone of Business is Client Relationship: Communicate Effectively, Provide Customer Care

Facebook Fan Page:www.facebook.com/MyronStaAnaTCS

Twitter Handle:@MyronStaAna

LinkedIn Profile:www.linkedin.com/in/MyronStaAna

Google+ Account:www.plus.google.com/+MyronStaAna