This document discusses best practices for client relations, including making a good first impression, ensuring client comfort and keeping them informed, addressing any concerns, and handling difficult clients respectfully. It emphasizes greeting clients warmly, focusing on their needs, correcting errors, and using clients' names to build rapport. For difficult situations, the advice is to remain calm and polite, avoid arguments, offer assistance, and reassure customers their issues will be addressed.

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

2. Client Relations
• 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)