Deliver and monitor a service to customers

1. Deliver and monitor a service to customers BSBCMN310A Prepared byMelanie LynchTraining Consultant

2. Unit Descriptor This unit covers the skills and knowledge required to identify customers’ needs and monitor a service provided to customers.

3. Learning Outline 1. Assessing a client’s needs 2. Following up client’s needs

4. 1. Assessing client’s needs

5. Assessing a client’s needs • Both external and internal clients seek a variety of information, for e.g. - • about products and services • general information (price and availability) • specific information (brochures, reports, files, data) • to speak to someone who is responsible for a product or service

6. Assessing a client’s needs • Clients expect to receive accurate, relevant and comprehensive information • Your listening, communication and interpersonal skills are very important

7. Clients you deal with may be internal or external to the organisation Clients may contact by: telephone in person by letter by fax, memo by email Identifying the client

8. Clarifying the client’s needs Clients may require: • advice or general information • specific information • further information • an appointment

9. Active Listening • Listening is not a passive activity • Listening requires concentration and practice • Requires a positive attitude • Requires active involvement in the communication process

10. Active Listening • Be prepared to listen before passing judgement – keep an open mind • Give the speaker your undivided attention • Concentrate intently on the speaker • Think about what is being said

11. Active Listening • Listen for the main points • Signal to the speaker that you understand what is being said by paraphrasing (reflecting back what is being said) at appropriate times • Listen for total meaning

12. Active Listening • Be empathetic – put yourself in the speaker’s place • Give the speaker time to convey the message • Repeat back to the speaker what you have heard to reinforce your understanding of what has been said

13. Active Listening • Use active or reflecting listening to re-word the request and repeat the information back to the client for clarification and accuracy • Ask open-ended questions which will help the client to explain exactly what they want • Make sure you understand what is being said

14. Language • Discuss the client’s request using language that is easy to understand • Provide examples if the client needs more explanation • Make sure the client is quite clear about what is being described • Check with the client that you have answered their request

15. Activity • Observe the way you listen to others. When others speak, do you: • Try to finish their sentences for them? • Think about other things? • Look around? • Fidget? • Interrupt them? • Make gestures that indicate you are listening? • Remember afterwards what they have told you? • Are there things you can improve?

16. Assessment 1 • Write a brief report (approx. 500 words) on all the skills that are required to communicate effectively with your clients.

17. 2. Following up client needs

18. Following up a request • Sometimes you may not be able to provide information instantly • You may have to refer a request • You may have to organise for someone to visit a client • You should keep a record of requests that have been referred and follow-up to ensure a client’s needs have been met

19. Follow-up contact • Your enterprise may have a policy for following up client requests • This may involve a telephone call or sending a letter within a specified time • This allows you to check whether the client has received the requested information

20. Sample of follow-up contact record

21. Ensuring client satisfaction Check to see that a client is satisfied by: • asking the client if they have received the information needed • referring the client to the appropriate person • checking that a referred request has been attended to

22. Ensuring client satisfaction Check to see that a client is satisfied by: • ensuring the client has received further information in the mail • contacting the client within an appropriate time to see if further information is needed

23. Assessment2 A client calls asking for information about a product or service. You give some general information but then the client asks a specific question you cannot answer. What do you do? Write a paragraph.

24. Assessment3 Explain your enterprise’s procedures for following up a client request which cannot be met over the telephone. Write your answer in a list form. Consider the options.

25. Assessment4 You receive a letter from a client requesting general information about one of your company’s products or services. The client also wants an appointment with someone to discuss the information. What steps do you take to supply the information requested and meet the client’s needs. Write a list of steps in point form.

26. BSBCMN310A Final Assessment

27. Final Assessment Prepare a brief report on the action you take during a week’s requests for information. Ideally the information should be from both external and internal clients and can include requests via the telephone, email, memos, visits, letters, etc. Include: • a description of your clients (internal and/or external) • what information you gave them on particular products and services • how you clarified what a client wanted …/2.

28. Final Assessment • what you did when you could not supply information • how you ensured the information was current and correct • what follow-up action you took • how you recorded the details (include a client contact form)

29. End of Module BSBCMN310A