Communication

Question 1

What is the best way to communicate with a client to resolve more lengthy issues?

Answer 1

phone call

Question 2

What should you do if you make a mistake?

Answer 2

• apologize

- be honest with the client

Question 3

What are the six elements that you should always include in a client communication?

Answer 3

Who, what, when, where, why, how

Question 4

What should the “who” portion of client communication include?

Answer 4

• client’s name

Question 5

What should the “what” portion of the client communication include?

Answer 5

• Purpose for contacting client (requests, confirmations, reminders, case status update, etc)

Question 6

What should the “why” portion of the client communication include?

Answer 6

• explain why the client needs the information you are giving them
• why you need a document or an information request

Question 7

What should the “when” portion of the client communication include?

Answer 7

• any deadlines

- what will happen if they miss the deadline

Question 8

What should the “where” portion of the client communication include (if applicable)?

Answer 8

• where client needs to go (address/website)

- where client should send something

Question 9

What should a phone message include?

Answer 9

• Your name
• Your phone number
• Your message
• Repeat phone number at the end

Question 10

What should you do when a client is unhappy with you?

Answer 10

• Listen
• Do not get defensive
• Deescalate the situation
• Be empathetic