Working with ClientsPhil Berenz

Topics• Introduction

• Mindset of the average client

• Bad customer service

• Good customer service

• “Difficult” clients

• How to deal with your own

stress

Consulting: It’s tougher than it looks

Technical KnowledgeThis comes easily for most of us. We can improve our technical skills whenever we want to. And even a difficult client can’t take our technical abilities away.

Consulting: It’s tougher than it looks

CommunicationThis can be harder. Different people require us to use different communication skills. And a difficult person can make you temporarily lose the skills you have!

The Great Divide

Translating and communicating your technical know-how to the client is one of the biggest challenges.

Example: TCP/IP - USPS

You like computers and feel comfortable with them. Our average client does not.

Learning to bridge this gap is key to providing an exceptional experience for each client.

The Mindset of the Average Customer

We are helping students, most of whom are new.

Visualize your first day as a new student .

Think about all the stuff that was going through your mind.

Now think about having a computer problem at the same time.

The IT Help Center is here to help BU students, faculty, and staff resolve their computer problems quickly and efficiently so they can continue their work at BU.

Mindset of the Average CustomerBefore they even sit down with you.

Tone: Unwilling, uninterested,

apathetic, bored, indifferent

Appearance: Disheveled, Poor Body Language, Frowning

Listening skills: Interrupting, ignoring

client’s comments, not paying attention

Demeanor: Insulting, unfrie

ndly,

not courteous

Bad Customer Service

Tone: Enthusiastic, Excited, Willing, Confident

Tip: Sound like you're smiling

Appearance: Professional, Good Hygiene, Be approachable, Smile

Listening Skills: Undivided attention, identify

client’s problem/needs, validate client

Demeanor: Be Kind, Polite, and Sympathetic

Your goal is to control the consulting encounter, not the person.

From the beginning of your consulting, you establish the tone. You want to come across helpful and capable.

You empower and accredit yourself through your tone, your vocabulary, and the way you deal with things you don’t know everything about.

Establishing Control

Controlled Consulting Sequence

Introduce yourself and offer to help.

Ask about the problem.

Verify the problem by summarizing it in your own words and asking for confirmation.

Explain how you can help and how the person with the problem can help.

Explain what you are trying as you try it. Let the client do the work when possible.

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4

5

6 Afterwards, summarize/explain the solution.

Good Customer Service

What about ‘difficult’ customers?

Making your job more challengingStress Lack of knowledge Lack of money Distraught because

they may have caused the problem

Personality ConflictThe client may have a personality that you don’t like.

Obnoxious BehaviorYes, some people are just plain difficult!

Difficult Customers

Blackbelt Customer ServiceExceptional Customer Service (stick to the basics)

This instantly diffuses the client. Never ignore the client’s problem. Understand where they are coming

from.

Ask for help when you need it. Don’t wait until it’s too late. Senior staff are always available

to help.

Keep your cool.What would you want to hear?

Keep learning – The more you learn, the more relaxed you will feel.

Don’t over-do it. If other things in your life are making you too anxious to work well, talk to your managers so we can figure out a way to reduce your work stress.

Keeping your Cool

If something or someone really stressed you out or upset you – tell one of the staff.

Conclusion