Observe two client transactions where you are the client. Use the template/checklist to evaluate the effectiveness and suitability of the methods used by the customer service person undertaking client/contact communications with you in identifying and meeting your needs.

If possible, you should interview the customer service person you observed to help answer some of the questions in the following checklist.

Observation Checklist

1. Describe the type of client contact. Was it in person or phone? How long was the contact? What was the service being sought by the client? Who was the customer service person doing the client contact? Describe the line of work or industry they are in.

2. Was there any evidence that the customer service person had prepared for the transaction? If so, what sort of evidence? If not, what sort of preparation should be undertaken?

3. Did you identify the listening skills of the customer service person? (Use specific methods outlined from your learning material e.g. reflective listening, paraphrasing etc.) Did they use the information the client gave them to better serve their needs? How could you identify whether the customer service person was listening to the client?

4. In the case of personal contact, what types of non-verbal communication did you observe from the customer service person? Was there any non-verbal communications from the client? Did you feel that they were appropriate? In the case of non- personal contact communication, what efforts were made to ascertain personality types?

5. What sort of language did the customer service person use? Did you observe whether the client believed it to be suitable? Did they ask for clarification about the meaning of terms or words?

6. Did you observe any differences in the way different clients were communicated with? Did the customer service person use any methods to identify the needs of the client? Did they identify the personality of the client? If so, what methods did they use? If not, do you think that it had an impact on their ability to serve the needs of the client?

7. Was there any conflict between the customer service person and the client? If so how was it handled? Did you think that the customer service person was able to understand the needs of the client? What tools and techniques did they use to express their empathy with the needs of the client?

8. Did the customer service person doing the client contact identify boundaries of the client contact? Did they stay within those boundaries? (Include issues of how comfortable the client allowed the customer service person into their personal space and cultural factors that may prohibit proximity.)

9. What types of information were given to the client by the customer service person? Was the information appropriate? Did it assist the client with identifying their own needs? If so, how did it assist the client to make a better decision? If not, what types of information should have been provided to the client?

10. Do you think the client had their needs satisfied? If so, what were those needs and how were they satisfied? If not, what could the customer service person have done to better identify and then satisfy those client needs?

11. What methods were used by the customer service person to develop an on-going relationship with the client? If not, can you recommend some strategies the organisation might use to develop an on-going relationship with a client?

12. Overall, how might the organisation/workplace improve its communications with its client? Make some general suggestions for improvement.

Task 2

Collect three different instruments or tools used to collect feedback from clients. Attach screenshots of these instruments in your answer. In a simple report, answer the following questions about each of the three instruments or tools.

1. What information does the instrument or tool collect about the client?

2. What information does the instrument or tool collect about the way the organisation/product/service satisfied their needs?

3. In what ways does the instrument or tool allow the client to provide feedback about the organisation/product/service?

4. Overall, is the instrument or tool an effective method of collecting up-to-date and relevant feedback? If yes, why? If no, then what suggestions would you make for improvements?