Nothing Special   »   [go: up one dir, main page]
Scribd Logo
Upload

Welcome to Scribd!

  • 13 views

    Work Ethics

    Uploaded by

    Aljon Balanag
    The document discusses work ethics and client management, including issues like fake credentials, disappearing acts, and being a time waster. It provides tips on how often to update clients, how to handle disputes and complaints professionally, and a six step process to resolve client disputes.

    Copyright:

    © All Rights Reserved

    Work Ethics

    Uploaded by

    Aljon Balanag
    13 views15 pages
    The document discusses work ethics and client management, including issues like fake credentials, disappearing acts, and being a time waster. It provides tips on how often to update clients, how to handle disputes and complaints professionally, and a six step process to resolve client disputes.

    Copyright

    © © All Rights Reserved

    Did you find this document useful?

    Is this content inappropriate?

    The document discusses work ethics and client management, including issues like fake credentials, disappearing acts, and being a time waster. It provides tips on how often to update clients, how to handle disputes and complaints professionally, and a six step process to resolve client disputes.

    Copyright:

    © All Rights Reserved
    13 views15 pages

    Work Ethics

    Uploaded by

    Aljon Balanag
    The document discusses work ethics and client management, including issues like fake credentials, disappearing acts, and being a time waster. It provides tips on how often to update clients, how to handle disputes and complaints professionally, and a six step process to resolve client disputes.

    Copyright:

    © All Rights Reserved
    of 15

    Lesson 14:

    Work Ethics &


    Client
    Management
    Work Ethic
    Issues

    SHOW
    IDEAS ARE YOU ARE YOU
    OR PAY ORGANIZED? CONSISTENT?
    FIRST?
    Work Ethics Issues

    Fake Credentials

    Disappearing Act
    Bargain
    Fraud
    Time Waster

    How often do you update?


    How often do you update?
    Weekly Project Summary
    Key Milestones
    Weekly Accomplishments
    Change Request History
    Top Priorities (Coming Week)
    Top Risk
    Are you Are you
    HAPPY with SATISFIED
    my work? with my
    work?
    Handling Disputes and
    Complaints

    HANDLE IT PROFESSIONALLY
    IDENTIFY THE SOURCE OF DISPUTE
    RESOLVE IMMEDIATELY
    FIGHT OR LET GO?
    How to Resolve a
    Client Dispute in
    6 Steps
    HANDLING DISPUTES AND COMPLAINTS

    STEP 1: TAKE A DEEP BREATH


    A simple rule of thumb when it comes to client disputes: never
    reply to an email within an hour of receiving it.
    Give yourself at least an hour to absorb the contents and process
    any immediate emotions that might otherwise be directed at the
    client in a rash response.Afford yourself at least a second or two
    to take a deep breath.
    HANDLING DISPUTES AND COMPLAINTS

    STEP 2: ASSESS THE CLIENT’S ISSUE(S)


    So take a moment to assess the client’s issue(s) from their
    perspective.
    Why are they unhappy? Is it your fault or theirs? If it is their fault,
    why do they think it is your fault? Try to approach this situation
    from an objective standpoint — pride will do you no good.
    HANDLING DISPUTES AND COMPLAINTS

    STEP 3: APOLOGIZE (IF YOU ARE IN THE WRONG)


    If you are at fault you should take the opportunity to apologize while it still
    seems reasonable to do so.
    An apology serves as the foundation of resolution — in order to fix the problem
    you must first acknowledge its cause.
    Iit simply serves as a sign of your respect for the client and your willingness to
    address and resolve the matter at hand.
    I
    HANDLING DISPUTES AND COMPLAINTS

    STEP 4: SEEK RESOLUTION


    The true resolution of a dispute for our purposes is to bring it to a
    conclusion that best benefits your business. That might require an
    acknowledgement of fault and an apology, an adjustment to the existing
    agreement, the increase in your scope of work, or a parting of ways.
    Whatever it may be, you must choose the appropriate outcome and work
    towards it.
    HANDLING DISPUTES AND COMPLAINTS

    STEP 5: STICK TO THE SALIENT MATTER(S) AT HAND


    You must not allow yourself to establish such an inefficient
    and damaging pattern of behavior (even if your client does).
    Your emails should be concise and relevant to the issue
    that needs to be resolved.
    HANDLING DISPUTES AND COMPLAINTS

    STEP 6: CONCLUDE AND MOVE ON


    it is important that disputes are always raised and
    concluded to the satisfaction of both parties.
    Have you experienced
    any disputes from your
    past employer
    or work?

    You might also like