Policy Statement

At Acertiv, we are committed to building and maintaining strong, positive relationships with our clients. Our Client Relations Policy is designed to ensure that all interactions with clients are professional, respectful, and focused on delivering exceptional service and value.

Purpose

The purpose of this policy is to establish clear guidelines for managing client relationships, enhancing client satisfaction, and ensuring effective communication and service delivery.

Scope

This policy applies to all employees, contractors, and representatives of Acertiv who interact with clients in any capacity.

Policy Guidelines

1. Commitment to Client Satisfaction
  • Client-Centric Approach: We prioritize the needs and expectations of our clients in all aspects of our operations and service delivery.
  • Quality of Service: Strive to provide high-quality services that meet or exceed client expectations, fostering long-term partnerships.
2. Effective Communication

2.1 Transparency and Responsiveness

    • Open Communication: Maintain open lines of communication with clients, ensuring they are informed about processes, timelines, and any potential issues that may arise.
    • Timely Responses: Respond to client inquiries and concerns promptly, ideally within 24 hours, to demonstrate our commitment to their needs.

2.2 Active Listening

    • Understanding Client Needs: Take the time to listen to clients’ concerns, feedback, and suggestions to better understand their requirements and improve our services.
    • Regular Check-Ins: Schedule regular check-ins with clients to discuss ongoing projects, gather feedback, and address any emerging issues.
3. Professionalism and Integrity
  • Respectful Interaction: Treat all clients with respect and professionalism, regardless of the nature of the interaction or any challenges that may arise.
  • Honesty and Integrity: Communicate honestly about our capabilities and any challenges that may impact service delivery. Always act in the best interest of the client.
4. Feedback and Improvement
  • Client Feedback Mechanism: Implement a system for collecting client feedback, such as surveys or follow-up calls, to assess satisfaction and identify areas for improvement.
  • Continuous Improvement: Use client feedback to drive continuous improvement in our services and client relations practices.
5. Conflict Resolution
  • Proactive Approach: Address conflicts or issues as they arise, working collaboratively with clients to find mutually beneficial solutions.
  • Escalation Process: If a resolution cannot be reached, follow the established escalation process to involve appropriate management and facilitate a resolution.
6. Training and Development
  • Employee Training: Provide ongoing training for employees on effective client relations practices, communication skills, and conflict resolution strategies.
  • Empowerment: Empower employees to take initiative in addressing client needs and resolving issues, fostering a culture of accountability and ownership.
7. Confidentiality and Data Protection
  • Client Confidentiality: Respect client confidentiality by safeguarding sensitive information and only sharing it with authorized personnel.
  • Compliance with Regulations: Ensure compliance with applicable data protection laws and regulations in all client interactions and data management practices.