Introduction
The Client Relations & Services section outlines the essential standards and practices for building strong, professional, and lasting relationships with clients. This framework ensures that all team members are aligned in delivering consistent, high-quality service and communication. By establishing proper systems, documentation, and training, the organization can improve client satisfaction, retention, and overall service delivery.
1. Client Relations Standard Operating Procedure (SOP)
A documented set of step-by-step instructions to ensure consistency in handling client inquiries, concerns, follow-ups, and service delivery.
2. Client Relations Forms
Templates and forms used for client feedback, service agreements, communication logs, and consent forms that ensure standardized and documented interactions.
3. Create a Customer File
A structured process for creating and maintaining client profiles, which include personal details, service history, feedback, preferences, and agreements.
4. Create a Client/Staff Schedule
A coordinated system for aligning client appointments with staff availability, ensuring efficient time management and service continuity.
5. Client Relation Training
Programs and sessions aimed at equipping staff with skills in customer service, communication, conflict resolution, and emotional intelligence to better handle client interactions.
6. Monitoring Client Relations Performance
Tools and procedures for tracking key performance indicators (KPIs), gathering client feedback, and reviewing service outcomes to continuously improve client satisfaction.