Module 3 : Customer
Service Skills/Personal Qualities Required

In this module you will learn:

3.1   
Customer Service

The average events manager finds himself or herself being pulled from place to place on a daily basis.

In many industries, you'll come across the words "The customer
is always right". When you work in events management, not only is the customer
always right, you'll find that they can be incredibly
demanding.

Whether you're helping a bride organize her big day or working on a festival program,
the chances are you're going to face some strange
requests. This means, above all, events managers
need to have an excellent
"Can do" attitude.

To find success as an events manager, you need to do the following: Develop
excellent time management skills

You will often find yourself
trying to finalise
big details at the last minute. In addition, not only do you need to organise
your own time, you'll be contributing towards managing the broader team's time. Adhering
to schedules is necessary, but you'll also need to be flexible
and adapt to last minute changes too.

You will need to be resourceful

In an ideal world, you would always have the right resources
in the right place. However, even if that did happen, the chances are you'll run out of something at the last minute. As an events manager, you need to take a look at what the customer wants, know when they want it, and produce the goods using the resources
available to you. At some point or another you're going to have to work with limited resources
and make quick fixes.

Excellent communication skills are a must

In events management; poor communication can lead to big mistakes.
When those mistakes
happen, not only are you likely to harm your own reputation, you might harm your company's
reputation too. You need to be able to communicate your ideas and give instructions openly and confidently. At the same time, you need to be able to take on others' ideas and listen to criticism. Communication works both ways: speaking and listening.

Be passionate about your work and stay creative

Passion and creativity go hand-in-hand when it comes to events management. If you're passionate about your work, you're likely to produce excellent results.
When you care, it shows.
When you're not feeling enthusiastic, the events you organise will reflect that.

Always be calm but firm

If you're going to go into events management, you need to accept that there'll be a time when things don't quite go your way. When this happens,
you're going to need to stay calm. At the

same time, you can't let people walk all over you. Remain firm, but stay calm. You are in control,
never forget that.

3.2 : Developing Great
Customer Service Skills

Most of your customer service skills are going to come from listening to people and making sure they feel as though you're taking their ideas on board.

Those who hire events managers
may have a very specific
vision, but they lack the skills or time needed to make the event happen. Alternatively, they may not have a vision, but they might have ideas. As an events manager,
it's your job to ensure those ideas flourish and grow into their dream event.

Your customer service
skills will also require you to take responsibility, even when you don't feel as though something is your fault. When things go wrong, those who are paying you to organise their event will need someone
to turn to. Even when it feels unfair, you need to accept responsibility and then move on to making sure things go right again.

It cannot be emphasised enough that flexibility is central to delivering great customer  service. People's minds change at the last minute, as do their schedules. By being flexible
and available, you can deliver great customer service.

So how do you achieve
all of this exactly? You can try the following:

3.3 : Going the Extra Mile for Your Clients

Some people hire an events manager because they
don't know how to organise
an event; others do it because they want to get more for their money.

As an events manager, it's your job to make sure clients are getting
the best deal possible. In many cases,
this means ringing
around, haggling, and negotiating bargains
even when it doesn't appear
there's a discount available.

Some people feel uncomfortable with doing the above, but if you're going to deliver excellent
customer service you're going to have to get over it. Throughout this course, you'll get to learn a little about finding the right discounts
and going above and beyond.

3.4 : How to Manage Your Time Effectively as an Events
Planner

Managing your time effectively when you're an
events planner could be the difference
between profit and loss.

The more you are disorganised, the less money you can bring in each month. However, there are ways to make sure you manage your time more effectively, conversely increasing your profit potential!

Keep These Things in Mind

You are not in a career
field where you have set hours. This means you should be available all the
time. You don't get holidays when you are an events planner, because most
likely you'll have an event you've planned, and are now attending to make sure it's pulled off smoothly.

Plan to work not only evenings, but also weekends
and bank holidays. You won't be home

very
often, unless that is your office! As a planner you're going to have to make sure that everything is done on time, no missing deadlines:
that can be something that will ruin your reputation and soon have you out of business.

Don't worry, there are software
options out there that will help you manage your time more effectively, and not miss deadlines. But you have to also 
be  organised  enough 
to  place  the information into the software.
A piece of paper sitting on your desk with information that needs to be placed
into the program
is not going to work. Before you know it, you'll have missed deadlines
all over the place, because
you didn't just sit down and place it all into software
you've paid a pretty penny to help keep you on time.

Taking
on more than one project
at a time can lead to problems
if you're not organised. Plus being so busy you never have time to relax can
lead to burnout very quickly. With burnout will come the problem of just stopping all your career goals and quitting your job altogether.

3.5 : Tips to Help You Out

Learn how to prioritise the tasks that you have in front of you, you can accomplish this through analyzing
the most important ones.

Set up a structured workday, one that
will have you getting the most out of every minute of the day. Identify
anything that will hinder your productivity, and flag it as a potential problem
that you need to avoid.

Delegate when necessary

Don't place yourself
into a time crunch that will only produce stress,
and affect your time management even more. Know when you need to bring in extra help, and learn how to delegate work to others; even if it means getting used to something
you usually don't do.

At times you might have to outsource to
another company just to make sure the work is done and deadlines are met.

Use deadlines as a motivation, not as a stress-making problem.
You can always get done before time! Use the technology that is out there to help you save time, software programs
that have everything in one spot are a tremendous way to save a ton of time, and increase
profits!

Be sure that you also include some time for a personal
life, but make it a balanced approach
so it will not affect your professional career.

3.6 : Important Reasons
for Scheduling

There are many reasons why it's so important to schedule.

It may seem like something
that will take up more time, but in the long run it will help you greatly when it comes to achieving
goals you have set for yourself as an events planner.

Scheduling is going to help you understand just what you can actually
get done in a day, not an unrealistic hope, but realistically. You'll know with a schedule
if you'll have time for tasks that you've set as top priority, or if adjustments will need to be done. Always be sure that you have left a bit of time for those unexpected things that always seem to come up along the way!

As you get a realistic
picture of what can be done in a day, you'll know that you are reaching
the limit on what can be done, and will be able to avoid taking on too many things. You'll be able to work towards goals easier, because
it's in front of you, how to go about a schedule
and what you can expect to finish each day.

Make a realistic schedule

Some people like having more than one way to schedule their events. Some will enjoy technology and set up a calendar
program they can fill out as new events are added. While others like the old fashioned paper calendars. If you want you can use both, that way you'll always have two ways to look at and keep your schedule
up to date and hopefully
be able to manage your time better.

Always be sure, while planning
a schedule, you determine the amount of time that you will have to work with during the day. If you have a job that has to be done at a certain time, be sure to block that time off, and not add in anything else to this time.

You will have to learn how to set priorities and decide which task or tasks need to be done first. If you have more to do than can possibly be done in a day, and it has a deadline, delegate,
and get help. Nothing will hurt your career as an events planner as much as deadlines that are missed, especially if it seems to happen quite frequently.

Look into taking classes or reading books that may help you with learning
how to manage your time effectively as an events planner. There are plenty of books out there, and one may be all you need. Ask other event planners as well, how they manage their time effectively. Talking to other people who are in the same career as you is one sure fire way to get tips that will help you out more than any book or class you can take. Not that the other two options won't work as well. But a more rounded approach
to time management is always a good idea; it will help you more than it could ever hurt you!

3.7 : Work on Your Communication Skills

There are many ways to go about improving your communication skills, all
of which will assist you in becoming
a better events planner.

From the little thought about ways, to the more obvious, you just never know what it will take to make the right impression on a possible
client and win a huge contract, or just a wedding, when you are first beginning
your career as an events planner

3.8 : Good Communication: It's All About the Body Language

You may not think
about it but how you move your
body is a communication device, and one that can come across in certain ways.

Body language can be a huge thing, and the non-verbal cues that someone
gets from you can push them away, or bring them closer to you. It may not seem like something
that is very important to you as an events planner, but it really does matter.

Be sure that when you are talking
to your clients you make eye contact,
this is another part of body language.
It can make the difference between someone feeling
comfortable with you, or walking
out of your office to go and find another person to do their wedding planning.

3.9 : Some Further Communication Tips for Events
Management

Stop Those Unnecessary Fillers
in Conversation

When we talk about unnecessary it's referring to the um's and ah's that many people incorporate into their everyday speech.

When you cut those out you actually
can become a more persuasive talker, and you also will appear to be more confident. Listen as you talk, and when you hear them, make a note to stop. A great tip to help stop those words is to relax and pause before you talk, or keeping your hands out of the jeans or trouser pockets.
It may seem awkward, because you'll be silent a bit more as you get used to not

using these words, but in all honesty other people most likely won't even notice.

Make a Script If Need Be for Small Talk

Some people don't have the art of small talk down, if you are this person, simply make a script up.

A plan that you can practice, and possibly one day throw away, so that you will automatically know the steps to take when it comes to small talk. A good way to think about it is through the acronym FORD, which can stand for family, person's
occupation, their recreation, and dreams. This will give you some great topics to use for small talk, and make it easy and you'll seem very smooth.

Be a Storyteller

When you tell a story it can be a powerful thing. Not only will it bring in those people around you, but it can be extremely persuasive. Stories also help to activate the brain cells, not only in the storyteller, but the listener.
A great story could be a way to pull in the client who you thought was going to walk out and not use your services.

Ask Questions

There are times when you may lose track of what someone is saying to you, and this can be very dangerous
if you are an event planner. Seeming like you are not interested enough to keep track of what they are telling you will lose you the job rather quickly. So to help keep track of what is going on be sure to ask questions. If you have to, repeat what your possible client just said, and then ask a question. This not only will show that you are listening,
but will let them know you are interested in what they are talking about.

This step is also something
that will work for small talk. You won't have to think of other questions to ask them, because you'll be working off of what they are telling you. This can be a great way to improve communication skills and earn new clients.

Get Rid of Distractions

You should always get rid of distractions when you are dealing with a client,
this will include
your mobile phone. This client should be your top priority as they are sitting in front of you. If you stop to answer the phone, or look at a text, or even text someone, it will come across as extremely rude. A rude events planner will not get new clients, and no client's
means no job.

Be Specific
Yet Brief

You can be both specific and brief. Brief in this case stands for Background, Reason, Information, End, and Follow-up.
You can use this when responding by email, or any kind of verbal communication. You don't always need to give an extremely  detailed 
explanation  of  something,
unless it's called for in a situation. Being concise and clear are very important,
as it could be the difference between a job done right, or instructions not getting through and a job being done wrong.

Empathy