Elements and Performance Criteria
- Initiate interpersonal communication with clients
- Identify and use preferred client communication styles and methods
- Establish rapport with clients using verbal and nonverbal communication processes
- Investigate and act upon opportunities to offer positive feedback to clients
- Use open questions to promote twoway communication
- Identify and act upon potential barriers to effective communication with clients
- Initiate communication processes which relate to client needs, preferences and expectations
- Establish client relationship management strategies
- Develop client loyalty objectives focusing on the development of long term business partnerships
- Assess client profile information to determine approach
- Develop client loyalty strategies to attract and retain clients in accordance with the business strategy
- Identify and apply client care and client service standards
- Maintain and improve ongoing relationships with clients
- Develop strategies to obtain ongoing feedback from clients to monitor satisfaction levels
- Develop strategies to elicit feedback which provide information in a form that can be used to improve relationships with clients
- Obtain feedback to develop and implement strategies which maintain and improve relationships with clients
- Build and maintain networks
- Allocate time to establish and maintain business contacts
- Participate in business associations and/or professional development activities to establish and maintain a network of support for the business and to enhance personal knowledge of the market
- Establish communication channels to exchange information and ideas
- Provide, seek and verify information to the network