Law, Regulation & Ethics (Client Relationships & Complaints Handling)
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104 Terms
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What is a client relationship?
Ongoing interaction based on trust and communication.
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Why are client relationships important?
Retention, reputation, long-term success.
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What is CRM?
Customer Relationship Management system.
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Which communication type includes body language?
Non-verbal communication.
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What is active listening?
Fully focusing, clarifying, and responding.
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What is the first step in complaint handling?
Acknowledge the complaint.
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Why is complaint handling important?
Maintains trust and prevents escalation.
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What does being solution-oriented mean?
Focusing on resolving problems, not blaming.
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What builds personal rapport with clients?
Appropriate personal engagement over time.
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