How can you provide excellent client service in records management?

1 Understand your client's goals and requirements

The first step to providing excellent client service in records management is to understand what your client wants and needs from the records. This means asking questions, listening carefully, and clarifying any doubts or ambiguities. You should also familiarize yourself with the policies, standards, and regulations that apply to the records, and how they affect your client's objectives and preferences. By understanding your client's goals and requirements, you can tailor your records management approach to suit their specific situation and expectations.

5 Communicate and collaborate with your client and other stakeholders

The fifth step to providing excellent client service in records management is to communicate and collaborate with your client and other stakeholders who are involved or interested in the records. This means keeping your client informed and updated on the progress and status of the records management activities, and seeking their feedback and approval when necessary. You should also coordinate and cooperate with other records managers, users, and custodians, and share relevant information and best practices. By communicating and collaborating with your client and other stakeholders, you can build rapport and trust, and ensure that the records management process is smooth and effective.

6 Provide training and support to your client and other users

The sixth and final step to providing excellent client service in records management is to provide training and support to your client and other users who need to access or use the records. This means educating and instructing them on how to find, retrieve, and utilize the records, and how to follow the policies and procedures for records management. You should also assist and troubleshoot any problems or queries that they may have, and provide them with the necessary tools and resources. By providing training and support to your client and other users, you can enhance their satisfaction and confidence, and improve the efficiency and effectiveness of the records management process.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?