Page 31 - OSEP Management Module 5_Neat

Providing quality client service
Once you know what it is that a client wants, the appropriate actions need to be
taken as soon as possible. These actions might include:
• providing the information immediately
• referring the client to another staff member
• telling the client you will contact them as soon as you have located the
information required
• collecting the information and getting it out to the client
• arranging an appointment with the client
• sending follow-up materials
• directing clients to your website
• making adjustments to the program to suit the client’s needs.

Remember
Attend to the needs of the client as soon as you possibly can.
Always let the client know what action is being taken and why.

Recording client service details
It is important to keep a record of client contact. Most organisations like to keep
a record of when and why clients contact them. Record the information on a
computer or on a paper-based system. It should be simple and fast to use.

Record information such as:
• client details
• questions they asked
• needs they have
• action you took.

Activity 5.17

Why should you record the details of client requests as an event or facility
manager?

Example 1
One benefit might be when a client asks you to send them a brochure, and a week
later complains that you failed to do this. In such an instance, you can consult the
records and demonstrate to them that you did post it.

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