the cornerstone of business is client relationship: communicate effectively, provide customer care
DESCRIPTION
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
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THE CORNERSTONE OF BUSINESS IS CLIENT RELATIONSHIP
Communicate Effectively. Provide Excellent Customer Care.
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Elements of Client Relationship
InternalExternal
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Internal (Preview)Cognition (Knowledge)Competencies (Skills)Character (Attitude)
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External (Preview)Conditions (Environment)Climate (Motivation)Compatibility (Job-Person Fit)
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InternalCompetencies (Skills)
How a job is done How it is done well
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InternalCharacter (Attitude)
Build rapportSound positiveDon’t show negative attitude (boastful,
impatient)Smile all the time
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ExternalConditions
Working EnvironmentManagement SupportPeople Compensation and BenefitsRewards and Recognition
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ExternalClimate
MoodMotivationMoxie
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ExternalCompatibility (Job-Person Fit)
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ExternalCompatibility (Job-Person Fit)
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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”
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Facebook Fan Page:www.facebook.com/MyronStaAnaTCS
Twitter Handle:@MyronStaAna
LinkedIn Profile:www.linkedin.com/in/MyronStaAna
Google+ Account:www.plus.google.com/+MyronStaAna