Unit Aim
The aim of this unit is to provide Learners with the knowledge, understanding and skills to communicate information and establish positive relationships with clients.
Unit Content
1 Know how to establish positive relationships with clients
- Relationship between clients’ requirements and expectations and client satisfaction:
- Client requirements
- Client expectations
- Client satisfaction
- Importance of recognising client requirements and expectations
- Service approach
- Respecting client diversity and individuality
- Importance of balancing client expectations
- Importance of product knowledge
- Signs of client dissatisfaction:
- Definition
- Signs
2 Know the reasons organisations have standards and procedures
- Legal frameworks
- Ethical considerations
- Codes of practice and standards
- Effects on service delivery
- Appearance and behaviour
3 Know how to communicate information to clients
- Methods of communication
- Use of communication methods
- Importance of clear communication
4 Be able to establish positive relationships with clients
- Standards of appearance and behaviour
- Greet clients
- Valued and respectful communication
- Client’s expectations
- Informed and reassured
- Adapt behaviour
- Organisational policies and procedures
5 Be able to communicate information to clients
- Communication
- Information
