Communication with Clients-1

It is important to know how to speak with clients how to manage unruly clients how to prevent client
and supervisor dissatisfaction.

how to speak with clients.

We should use appropriate language when speaking with them and appropriate style and tone.

As you know, our clients or foreign students from Middle Eastern countries, and most of them do not
speak English very well. So, you will need to use a very simple language and casual tone with
communicating with them. I have an example in the next slide that shows you how they tend to speak
and how you should answer them.

As you know, they have told you that they will instant message you or you can communicate with them
through emails, or the phone Of course, when you request additional information from the client, you
must speak in the same way they speak to you because it will make them feel better. For example, you
can say hi, bro, you forgot to send us a request for the work. And when accepting the assignment in the
same style, thank you, bro, we will make the task. You don't have to call them bro of course. But as I said
that this is a culture thing and they are used to it.

Same with females, you can deliver an assignment and you will say to them, hi, Mohammed, how are
you doing? Here's your assignment and Hi bro, your work we will be ready for Tuesday. In both cases,
you must not use many words complicated language or a formal tone. For example, you must never

write something like what I've written below there, Mohamed, I hope that you have a wonderful week,
and hereby have to say that we're almost ready with your work and we will send it to you on Tuesday.

And then as you see summarise we'll have to form small sentences use a simple casual language and
tone. And as I said, you must keep the broke part but because of cultural reasons, you can address them
in a similar manner.

how to manage unruly clients. And we will learn how to deal with dissatisfied clients with assignments
to help provide them how to prevent client dissatisfaction with assignments, how to prevent the client
and supervisor and satisfaction.

Okay, first of all, you have to be familiarised with some basic assignment requirements, so that you will
be able to read to deal with clients do it yourself, at some extent without consulting supervisors,

, you must always maintain post positive tone and attitude, it must remain calm and professional. And
many times because the clients do not know exactly what they have to do, or do not understand what
they do in class, they may be criticising what you discuss with them. , they may not agree with what we
propose, but you have to explain to them, of course, when you explain to them, you can always ask the
supervisor who is doing the assignment for help.

And

you know, whatever they believe that has happened, that it may not always reflect reality accurately,
because they have unrealistic expectations often. Or as I said, they may not be aware of what is required
for the project. So, um, I covered an example in the next slide that says,

this is a real conversation. He said, Hello, I have a problem with my assignment. I don't think they're
either follow the specifications Well, in my submission is in three hours. First of all, you need to prepare
the clients that this didn't come at the very last minute because that's a problem for us. And you have to
tell them, yeah, again, very casually, to tell you what the problem is, and to reassure them that it's going
to be well, and the client in that case said the visual map is missing and the write up of the key findings.

So the problem with that assignment was that

right above key findings was the whole assignment, and he didn't know what he was supposed to do. So
you might not know this, but you cannot deal with this problem alone. So you will need to consult with a
supervisor, as I said, and who will tell you what to

let's go to the previous month. As I said, this process involves listening, analysing, solving and thanking
the client, you have to involve the clients in the solution making process, you need to ask them clear
direct questions and maintain very casual tone. Many clients, have, very poor English, so you must speak
to them very slowly and simply. And you need to consult with the project supervisor. When we're
presenting your solutions, you need to keep in mind how this benefits the company and how this
benefits the client.

So as you can see, the client is not feeling very well. And you need to reassure them again, he said, a lot
of them like the system's mob is not visually attractive visits, the best director can do have a bad feeling
about this assignment can appeal it somewhere, revise the work secondaries failing this, as you can see,
the client is very stressed. So you need to show them as I said in the previous slide, the process I showed
you here,

you need to show you have acknowledged the problem reassure them if you're not sure what to do
next, you need to consult with the supervisors.

Because the tutor don't require that they have visually appealing material and you will see this in the
assignment brief. before contacting the supervisor, you can also look at the brief yourself to be sure that
you will be able to reassure the client that this is not the issue with the assignment.
And as you know, probably the other supervisors have done thing about this, they university do not
have requests to have a visually appealing material, we focus on the analysis and the content of the
assignment. So if it is critical, if they present both sides of the argument, so and if everything is correct,

if the model ratings have been used, if the reference referencing style is correct. And you of course, you
can request help from a supervisor always, because they will tell you for sure what to tell them so you
will not have any issue.

how to prevent client dissatisfaction with assignments. So new clients, of course, will not know what
they need

to do the process the whole process as I talked about, because they don't know that

they need the the professor's request to have an assignment that follows the requirements in that way.
And then we focus on trivial stuff like visual,

the visual style of the assignment. So you will have to first of all,

Introduce the clients, especially the new ones to sustainable ways of ordering assignments. You have to
maintain knowledge of internal resources and capacity to accept orders, you have to note down client
requests for particular assignment when you understand the information on the smart sale system.

And it would also be good if we get the record of specific evident of particularities or characteristics. So
well what does this all mean that I talked about when you have introduced sustainable ways of ordering
assignments? So there are many clients that make urgent requests all the time because we do not
realise that we need time to do the assignment and to find the writer of course, we need to do the
assignment and to build to do it in a specific timeframe.

That what may not be possible.

nd it will, it will result in the assignment not being very good and maybe not even passing. So you will
have an issue with their assignment and with the client. So, you need to inform me of the importance of
making orders ahead of time. And the relationship between available time and quality as I said, you have
to ask from new clients when they would like us to do the assignments of their other modules. So,
because they are new they might not know that

we can take them from start to finish with their modules, and they may come to you like the two weeks
before the assignment delivery of another assignment, and then we will have an issue. So this will help
us avoid this situation with a client comes with an original assignment. So, this is a real example it has
happened 3000 words in one week, it's a very big problem. So,

if they don't know what other assignments they have, because this is possible, because they don't check
everything and come for the last minute sometime.

And
you have to check for them, they will have given us access to the website and you need to find out
whether modules they have taken and what assignment they have for them.

So,

you have to maintain knowledge of internal resources, the capacity to accept orders as I said, we may
have an issue with the right there for a particular assignment not being available. So, when they come in
the last minute that will be a problem because another item may have to do it and they may not be as
good as the first writer. So the assignment may get a lower grade or it may fail.With that said, you
cannot accept orders that seem particularly difficult, peculiar for up to five years of expertise before
consulting with supervisors. They confirm it can be handled.

Yes, we have essays, reports, presentations, just the usual modules that we take. Yes, so I had an
assignment last semester, which was to prepare creative materials.

We don't usually do this. So as you can see, it was not it's not

an essay or report, you have to create the to create advertising materials, or the visuals so you before
accepting such assignments that you don't regularly see you have to tell the supervisors.

So this will prevent a lot of problems as you understand. Again, you must also know how to balance
demand for specific orders based on the availability of our resources. So our resource are capabilities
and knowledge. As I mentioned before with creative assignment, we may not have a writer who may be
able to create materials. So that's the problem with such assignments, if you understand

and then certain months of the year,

the high season, which is November and December and March in April, the demand can get so high to
the point that we're not able to take in more assignments for some oral areas. So you must first contact
to the supervisors then sets timeframes.

The third step to prevent the client satisfaction assignments is to know that client requests when you set
assignment information, so couraging the smart sheet

Okay. Have you seen the comments section and the attachment section?

his is where you should insert the client request.

For example, the client may ask To get a good grade you may either put it there or because it is really
important you can put it in the comments.

The comments Exactly.

But authentic case you can write if it's something very important and you're afraid the supervisor might
miss it.
So, other things may be information that was given to them in class, which may be for example,

the company that they had to do the assignment on

another issues and the tutor may have been made the clients about any some changes in the
assignment or some things that they should be careful. And you can also put that information there.

And, of course, when something like this happens, after you have put the

assignment in smartsheet, you have also a you also have to contact the supervisor so that you can be
sure that they won't miss it.

Another issue is

reflections or professional development assignments.

You can put the personal information from the client there.

For example,

you must always First of all, ask the clients for information. When you take such assignments, you must
look in the brief what they need. For example, it may be a CV, so you must ask the clients you may have
professional experience, what's their degree, and such things

Also for reflections. They usually are an activities they did in class or on previous assignments. So you
must always link this to the previous assignment if we have done this, or ask for from the clients if they
have some

group assignment that they've done already, and you can put in there in the attachments.

So another good idea will be for you to keep records of specific evidence client particularities and
characteristics. One good suggestion for you is to keep or have access to these records. And this will
help you improve their experience and avoid future issues when handling them. For example, a client
may not tolerate delays when he messages you. So you have to remember this and

respond to him really fast.

Because he may go crazy and start the messaging you all the time. Another issue is that the client may
have particular intolerance towards things or information that does not appear on assignments. For
example, some clients

may have an issue with LGBT, that's actually a very common issue with our clients. But you have to know
this because some modules have assignments that may relate to this, for example, counsellor modules,

or media modules. So another issue relating to this is that the client may have asked you that
on another assignment that's about reviewing policies of the country, for any issue, for example, gender
equality, to be viewed mostly from the positive angle. You need to know this so that the supervisor will
know and they will not make such a harsh critic of the policies.

Okay, now we're going to our third and final lesson how to prevent clients and supervisors

Dissatisfaction.

So here we will learn how to make supervisors happy and how to minimise issues supervisors may have
in relation to client demands.

So, when talking with supervisors, you need to filter absurd formation and demand by the client during
communication.

For example, the guy may have told you, I want my project to say how progressive is Saudi Arabia with
promoting female entrepreneurship. So you don't have to come directly to the supervisor with such
issues, you can alone explain them when you have to

do a critical review of the assignment, because they will not get a good mark. So even though we will do
our best to fulfil our demands, they still need to have some critical review.

Because they may fail the assignment .

and other issues that you need to convey the supervisor request to the client in a very timely manner.
So for example, you may have a dissertation that you need to give a draft to the client, to show to his
supervisor, you need to solve the client traffic immediately and tell them to email it. Or if they can't do
email it yourself.

And then what you need to know when you

email the supervisors, you need to keep a relatively simple language, because they speak to the clients
and they will understand that they are not the ones emailing them.

So

sometimes clients delay in providing required information for their assignments, and you need to ask
them repeatedly until they do.

That's another issue that you have to keep in mind. And it's not bad to ask them again, until they do so
because they may forget or

Or they may not have understood something.

Another issue
is that you need to track and follow up submission dates, because sometimes we have had changes,
especially now with COVID-19, where everything changed.

And the students did not go to universities and more had to their lessons online. Some assignments had
changed the submission dates. So this may not always happen because of this issue. But the tutor may
have changed their submission date themselves. But usually the client will let you know if something like
this has happened. Or actually, if you notice this when you're updating the Dropbox, you can also update
the smart sheet and optionally, you can also look for these two weeks before submission. So when you
add the delivery date on Smartsheet you must always add the submission date as well. Because as you
know, we add the different delivery and submission date. Maybe because the client has actually has
requested for the assignment to be delivered earlier or because we added earlier so that we don't have
any issues with delays.