Page 27 - OSEP Management Module 5_Neat

Customer service

Providing high-quality client service to all people who use your facility (children,
parents, coaches, teachers, officials, athletes, etc.) requires a range of skills and
knowledge that all event and facility managers should aim to constantly improve.

These include:
• excellent communications skills:
– listening
– speaking
– questioning
– writing
• a high level of interpersonal skills (understanding the client)
• the ability to accurately assess client needs
• the ability to provide accurate, prompt and professional service when the client
wants this
• an excellent knowledge of your product/program.

Identifying client needs and expectations
Providing quality client service, and therefore meeting their needs and
expectations, is important in operating successfully as either an event or facility
manager in all sport industry roles.

For this to occur, the first thing to find out is what the client really wants. Once this
has been established, you can ensure that the service you provide meets these
needs.

What does the client really want?
This will depend on the client. You will no doubt deal with a range of clients, not
just those coming, to compete at, or to use, your facility.

OSEP MANAGEMENT IN SPORTING ORGANISATIONS TRAINING PROGRAM — LEARNER’S GUIDE OSEP MANAGEMENT IN SPORTING ORGANISATIONS TRAINING PROGRAM — LEARNER’S GUIDE