Standard Operating Procedure: Client Interaction

Client Arrival:
Check-In Procedure:
a. Verify the client's identity and appointment details.
b. Confirm the purpose or nature of their visit.
Reception Protocol:
c. Greet the client warmly upon arrival.
d. Escort them to the designated meeting area.
e. Offer refreshments if appropriate and available.

Pre-Meeting report:
 Pre-inform all the teams concerned along with the EA, HR, and Gate.
(Explain the purpose of the visit)
 Appointment to be fixed with the MD if required with the following
details.
a. Topic of Discussion.
b. Nature of visit.
c. Questions to be put forward.
2. Person Handling the Meeting:
 Assigned Personnel:
 Assign a competent representative based on the client's needs.
 Ensure the assigned person is knowledgeable and capable of handling
the visit.
 Introduction and Briefing: Discussions:
 The assigned persons introduces themselves, outlines the meeting
agenda, and confirms understanding of the client's requirements.
3. Nature of Visit:
 Appointment Confirmation:
 Validate the purpose against the scheduled appointment.
 Ensure the right resources are available to address the client's needs.
 Understanding Client's Purpose:
 Engage in a brief conversation to understand the reason for the visit.
 Note down any specific requirements or concerns.
 Structured Discussion:
 Follow the outlined agenda or purpose of the meeting.
 Actively listen to the client's concerns or requirements.
 Provide relevant information or solutions as needed.
 Documentation:
 Take detailed notes during the discussion.
 Clarify action points, agreements, or decisions made during the
meeting.
5. After-Meeting Reports:
 Summary Documentation:
 Prepare a concise report summarizing the key discussion points with
mandatory signature of the GM of the concerned department for
information of MD.
 Include action items, responsibilities, and timelines agreed upon during
the meeting.
 Distribution and Follow-Up:
 Share the report with relevant stakeholders or team members.
 Follow up on action items to ensure timely execution.
Additional Considerations:
 Client Feedback:
 Prepare a Feedback Form.
 Solicit feedback from the client regarding their satisfaction with the
meeting.
 Use feedback to improve future interactions and services.
 Data Security and Confidentiality:
 Ensure any sensitive information discussed remains confidential and is
handled securely.
 Photographs restricted with in the plant.
Conclusion:
 Closing the Interaction:
 Thank the client for their time and assure them of further assistance if
needed.
 Escort the client to the exit and bid farewell courteously.