Abstract
The article reveals the problems of employee-customer relations in social organisations, identifies the principles of employee-customer relations that influence the activities of organisations in complex conditions of external and internal circumstances. The article defines the importance of the professionalism of the employee in the development of mutual relations with the client, in the creation of a certain system of communication, which contributes to the successful operation of a social service organisation. The qualitative research reveals the importance of the relationship between employees and clients in a social service organisation. The research was carried out using a semi-structured interview method, which enabled a more targeted approach to the problem. The research involved 5 subjects – social workers. The results of the study allow a deeper understanding of the importance of the relationship between the worker and the client for the functioning of social service organisations.