THE CORNERSTONE OF BUSINESS IS CLIENT RELATIONSHIP

Communicate Effectively. Provide Excellent Customer Care.

Elements of Client Relationship

InternalExternal

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

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

InternalCompetencies (Skills)

How a job is done How it is done well

InternalCharacter (Attitude)

Build rapportSound positiveDon’t show negative attitude (boastful,

impatient)Smile all the time

ExternalConditions

Working EnvironmentManagement SupportPeople Compensation and BenefitsRewards and Recognition

ExternalClimate

MoodMotivationMoxie

ExternalCompatibility (Job-Person Fit)

ExternalCompatibility (Job-Person Fit)

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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