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Deliver and Monitor A Service To Customers

This document provides training on delivering and monitoring services to customers. It discusses assessing customers' needs, including identifying the customer, clarifying their needs through active listening, and ensuring effective communication. It also covers following up on customers' requests, such as keeping records of referred requests and follow up contacts, and ensuring customer satisfaction through confirmation that their needs were met. The training includes assessments for trainees to practice these skills.

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404 views29 pages

Deliver and Monitor A Service To Customers

This document provides training on delivering and monitoring services to customers. It discusses assessing customers' needs, including identifying the customer, clarifying their needs through active listening, and ensuring effective communication. It also covers following up on customers' requests, such as keeping records of referred requests and follow up contacts, and ensuring customer satisfaction through confirmation that their needs were met. The training includes assessments for trainees to practice these skills.

Uploaded by

api-247871582
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
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Deliver and monitor a service to

customers

BSBCMN310A

Prepared by
Melanie Lynch
Training Consultant
Unit Descriptor

This unit covers the skills and knowledge


required to identify customers’ needs and
monitor a service provided to customers.
Learning Outline

1. Assessing a client’s needs

2. Following up client’s needs


1. Assessing client’s needs
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
Assessing a client’s needs

• Clients expect to receive accurate,


relevant and comprehensive information

• Your listening, communication and


interpersonal skills are very important
Identifying the client

• Clients you deal • Clients may


contact by:
with may be
internal or • telephone
external to the • in person
organisation • by letter
• by fax, memo
• by email
Clarifying the client’s needs

Clients may require:


• advice or general information
• specific information
• further information
• an appointment
Active Listening

• Listening is not a passive activity


• Listening requires concentration and
practice
• Requires a positive attitude
• Requires active involvement in the
communication process
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
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
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
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
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
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?


Assessment 1

• Write a brief report (approx. 500 words)


on all the skills that are required to
communicate effectively with your
clients.
2. Following up client needs
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
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
Sample of follow-up contact
record
Client Contact Action Date Follow-
Details taken up

Barry 10 Magnolia St Sent info. on 3 Aug Ph. in 3


Spriggs Daisy Hill rubbish days to
Ph: 3208 54683 removal check
services received
brochure
Maria 49 Tank St Referred to 7 Aug Check with
Claxton Slacks Creek Kim Smith Kim that
Ph: 3290 4835 for building she
regs. contacted
her
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
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
Assessment 2

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.
Assessment 3

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.
Assessment 4

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.
BSBCMN310A
Final Assessment
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.
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)
End of Module BSBCMN310A

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