Client Relationship Management (8137.3)

Availability

Availability

This unit is no longer offered. Information may be available for Units in the following years:

• Version 3 - Start Date: 01/01/2011 End Date: 31/12/2012
• Version 2 - Start Date: 01/01/2010 End Date: 31/12/2010
• Version 1 - Start Date: 01/01/2009 End Date: 31/12/2009

Syllabus

This unit explores the art of relationship building and its use to gain competitive advantage by repositioning the role of service provider to one of indispensable partner. It is considered that there are four key phases in a Client-Service Provider Relationship: Pre-Relationship, Development, Maintenance and Termination. The unit will review these phases through the interpersonal skills which come into play to satisfy and exceed client expectations, including the art of listening, negotiation and persuasion, clear personal and written communications, and effective presentation skills.

Learning Outcomes

At the completion of this unit, students will be able to:

1. explain the vital role that a communications manager / agency account director plays in managing a client's needs;

2. understand the value of effective client-service relationships and the strategic importance of managing this proactively; and

3. demonstrate client service skills encompassing leadership, engagement and presentation.

Contact Hours

Up to 3 hours.

Prerequisites

8122 Introduction to Professional Communication and 7837 Professional Communication Practice.

Assumed Knowledge

Basic skills in computer and internet access.