At OLS we work closely with our clients to ensure that we assess their needs and maintain strong working relationships. Clients are our first priority.
Client information is kept in strict confidence. This includes:
- trainee records
- details of contracts (pricing, fee scheduling, payment details).
At OLS we use several different strategies to communicate with clients and ensure that their needs and expectations form a basis for developing work practices.
Regular meetings and telephone calls are an excellent way to develop and maintain client relationships. Meetings are a form of verbal communication.
They provide the client with opportunities to communicate their needs and expectations and to monitor progress and development.
By maintaining open lines of communication with the client OLS have the opportunity to act on feedback and make changes where required.
Telephone calls are a form of verbal communication. They provide an immediate way to communicate with the client.
Telephone calls are useful for dealing with client concerns and answering questions.
By using different forms of written communication, the trainer/assessor is able to respond to client feedback and can keep an ongoing record of their communication.
Letters and emails are a good way to keep the client informed about upcoming events and meetings.
Evaluation tools are a means of determining client's needs and expectations and gauging how effectively they have been met. An evaluation tool is often a questionnaire, or form. These allow clients to be questioned using a standardised format. Some examples are the:
When a client asks for a specific trainer/assessor to work with, this can be accommodated as long as the schedule is coordinated to suit the consultant.
If a client is dissatisfied the trainer/assessor associated with the client will be required to make decisions on how to correct the problem as far as time, approach, delivery, assessments, venues and materials are concerned.
The Regional Manager of Accounts must handle all financial issues.
What is the best way to communicate with the client?
Read the scenario below. Select the communication strategy that you think would work best in each situation. Drag the icon onto the scenario.