Client Communication and Service Flashcards

Which element is MOST critical when creating a written service agreement with a client?

Answer: Clearly defining scope, deliverables, timeline, and payment terms

A well-defined service agreement prevents disputes by ensuring both parties share the same understanding of what is expected.

A client frequently changes project requirements after work has begun. The licensee's BEST approach is to:

Answer: Use a formal change-order process to document and price each change

A change-order process keeps the project controlled while accommodating legitimate client needs without financial risk to the licensee.

During a service call, a client makes a statement that suggests they may have unrealistic expectations about results. The licensee should:

Answer: Address the expectation gap immediately with honest, factual information

Correcting unrealistic expectations early prevents client dissatisfaction and potential disputes at project completion.

A client requests that a licensee share another client's work as a sample. The licensee should:

Answer: Obtain written consent from the prior client before sharing

Prior client work is confidential and may only be shared with that client's explicit written consent.

How should a licensee handle a situation where a client's instructions conflict with best professional practices?

Answer: Advise the client of the professional concern and document the conversation

Advising the client and documenting the conversation fulfills the licensee's professional duty while respecting client autonomy.

Which communication practice BEST supports accessibility for clients with disabilities?

Answer: Providing information in multiple formats upon request

Offering multiple communication formats ensures all clients can access and understand the information they need.

A prospective client asks for a guarantee of specific results that the licensee cannot ethically promise. The licensee should:

Answer: Explain what outcomes are realistic and decline to guarantee specific results

Ethical practice requires honesty about what can and cannot be promised, even if it risks losing the client.