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Client Relations 4

Client Relations 4. This is the relationship between a business and its clients ensuring satisfaction and repeat business. Client Relations – BSBCMM201A 3.1 and 3.3. Clients can be friendly, aggressive, helpful and non committal but remain the most important part to a business.

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Client Relations 4

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  1. Client Relations 4 This is the relationship between a business and its clients ensuring satisfaction and repeat business

  2. Client Relations – BSBCMM201A 3.1 and 3.3 • Clients can be friendly, aggressive, helpful and non committal but remain the most important part to a business. • First impressions are vital • Question 1 Give a few examples showing how you can ensure that by your first impressions, clients are made to feel welcome, important and valuable.

  3. Client Service • Greet Client • Make client feel comfortable • Keep them informed • Show interest • Address concerns • Reassure them • Listen to their needs • Correct any errors • Use their names and show initiative Question 2 Using the above, define each in your own words and give an example to support your answer

  4. Reception • Needs to have adequate lighting • Tidy • Clean windows • Clean carpets • Indoor plants • It is also important that the front office staff know where all their staff are for fast service

  5. Difficult Clients • PROCESS • Allow client to vent feelings • Do Not take the complaint personally • Remain calm and polite • Avoid arguments • Don’t blame other staff • Act with some concern • Offer assistance • Take notes • Reassure client that the complaint will be dealt with promptly. Question 3 Create a situation where a customer is dissatisfied. Using the above process, outline the steps you would undertake to resolve the conflict. (at least 100 words)

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