Deliver and monitor a service to Deliver and monitor a service to customerscustomers

BSBCMN310A

Prepared byPrepared byMelanie LynchMelanie LynchTraining ConsultantTraining Consultant

Unit DescriptorUnit Descriptor

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

Learning OutlineLearning Outline

1. Assessing a client’s needs1. Assessing a client’s needs

22. Following up client’s needs. Following up client’s needs

11. Assessing client’s . Assessing client’s needsneeds

Assessing a client’s needsAssessing a client’s needs

• Both external and internal clients seek a Both external and internal clients seek a variety of information, for e.g. -variety of information, for e.g. -

- about products and services about products and services - general information (price and availability)general information (price and availability)- specific information (brochures, reports, files, specific information (brochures, reports, files,

data)data)- to speak to someone who is responsible for a to speak to someone who is responsible for a

product or serviceproduct or service

Assessing a client’s needsAssessing a client’s needs

• Clients expect to receive accurate, Clients expect to receive accurate, relevant and comprehensive relevant and comprehensive informationinformation

• Your listening, communication and Your listening, communication and interpersonal skills are very importantinterpersonal skills are very important

Identifying the clientIdentifying the client

• Clients you deal Clients you deal with may be with may be internal or internal or external to the external to the organisationorganisation

• Clients may Clients may contact by:contact by:

• telephonetelephone• in personin person• by letterby letter• by fax, memoby fax, memo• by emailby email

Clarifying the client’s Clarifying the client’s needsneedsClients may require:Clients may require:• advice or general advice or general informationinformation• specific informationspecific information• further informationfurther information• an appointmentan appointment

Active ListeningActive Listening

• Listening is not a passive activityListening is not a passive activity• Listening requires concentration and Listening requires concentration and

practicepractice• Requires a positive attitudeRequires a positive attitude• Requires active involvement in the Requires active involvement in the

communication processcommunication process

Active ListeningActive Listening

• Be prepared to listen before passing Be prepared to listen before passing judgement – keep an open mindjudgement – keep an open mind

• Give the speaker your undivided Give the speaker your undivided attentionattention

• Concentrate intently on the speakerConcentrate intently on the speaker• Think about what is being saidThink about what is being said

Active ListeningActive Listening

• Listen for the main pointsListen for the main points• Signal to the speaker that you Signal to the speaker that you

understand what is being said by understand what is being said by paraphrasing (reflecting back what paraphrasing (reflecting back what is being said) at appropriate timesis being said) at appropriate times

• Listen for total meaningListen for total meaning

Active ListeningActive Listening

• Be empathetic – put yourself in the Be empathetic – put yourself in the speaker’s placespeaker’s place

• Give the speaker time to convey the Give the speaker time to convey the messagemessage

• Repeat back to the speaker what Repeat back to the speaker what you have heard to reinforce your you have heard to reinforce your understanding of what has been saidunderstanding of what has been said

Active ListeningActive Listening

• Use active or reflecting listening to re-word Use active or reflecting listening to re-word the request and repeat the information the request and repeat the information back to the client for clarification and back to the client for clarification and accuracyaccuracy

• AskAsk open-ended open-ended questions which will help questions which will help the client to explain exactly what they wantthe client to explain exactly what they want

• Make sure you understand Make sure you understand what is being what is being saidsaid

LanguageLanguage

• Discuss the client’s request using Discuss the client’s request using language that is easy to understandlanguage that is easy to understand

• Provide examples if the client needs more Provide examples if the client needs more explanationexplanation

• Make sure the client is quite clear about Make sure the client is quite clear about what is being describedwhat is being described

• Check with the client that you have Check with the client that you have answered their requestanswered their request

ActivityActivity

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

• Are there things you can improve?Are there things you can improve?

Assessment 1Assessment 1

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

22. Following up client . Following up client needsneeds

Following up a requestFollowing up a request

• Sometimes you may not be able to Sometimes you may not be able to provide information instantlyprovide information instantly

• You may have to refer a requestYou may have to refer a request• You may have to organise for someone to You may have to organise for someone to

visit a clientvisit a client• You should keep a record of requests that You should keep a record of requests that

have been referred and follow-up to have been referred and follow-up to ensure a client’s needs have been metensure a client’s needs have been met

Follow-up contactFollow-up contact

• Your enterprise may have a policy for Your enterprise may have a policy for following up client requestsfollowing up client requests

• This may involve a telephone call or This may involve a telephone call or sending a letter within a specified timesending a letter within a specified time

• This allows you to check whether the This allows you to check whether the client has received the requested client has received the requested informationinformation

Sample of follow-up Sample of follow-up contact recordcontact record

Client ContactDetails

Actiontaken

Date Follow-up

BarrySpriggs

10 Magnolia StDaisy HillPh: 3208 54683

Sent info. onrubbishremovalservices

3 Aug Ph. in 3days tocheckreceivedbrochure

MariaClaxton

49 Tank StSlacks CreekPh: 3290 4835

Referred toKim Smithfor buildingregs.

7 Aug Check withKim thatshecontactedher

Ensuring client Ensuring client satisfactionsatisfactionCheck to see that a client is satisfied by:Check to see that a client is satisfied by:• asking the client if they have received the asking the client if they have received the

information neededinformation needed• referring the client to the appropriate referring the client to the appropriate

personperson• checking that a referred request has been checking that a referred request has been

attended toattended to

Ensuring client Ensuring client satisfactionsatisfactionCheck to see that a client is satisfied by:Check to see that a client is satisfied by:• ensuring the client has received ensuring the client has received

further information in the mailfurther information in the mail• contacting the client within an contacting the client within an

appropriate time to see if further appropriate time to see if further information is neededinformation is needed

AssessmentAssessment 22

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

Write a paragraph.Write a paragraph.

AssessmentAssessment 33

Explain your enterprise’s procedures Explain your enterprise’s procedures for following up a client request for following up a client request which cannot be met over the which cannot be met over the telephone.telephone.

Write your answer in a list form. Write your answer in a list form. Consider the options.Consider the options.

AssessmentAssessment 44

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

BSBCMN310ABSBCMN310A Final Assessment Final Assessment

Final AssessmentFinal AssessmentPrepare a brief report on the action you take Prepare a brief report on the action you take

during a week’s requests for information. during a week’s requests for information. Ideally the information should be from both Ideally the information should be from both external and internal clients and can include external and internal clients and can include requests via the telephone, email, memos, requests via the telephone, email, memos, visits, letters, etc. Include:visits, letters, etc. Include:

a description of your clients (internal and/or external)what information you gave them on particular products and serviceshow you clarified what a client wanted

……/2./2.

Final AssessmentFinal Assessmentwhat 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 End of Module BSBCMN310ABSBCMN310A