Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:
- organisational procedures for client service and complaint handling
- basic requirements of consumer law for refunds, exchanges and organisational responsibility for supplying products and services as described or substituting suitable products and services when unable
- principles and practices of quality client service and positive communication
- techniques for effective communication:
- open and closed questioning
- paraphrasing
- active listening
- effective techniques for responding to customer complaints
- effective communication strategies for interacting with clients from diverse cultural backgrounds
- communication conventions for delivering quality service and providing information via:
- face-to-face interactions, including appropriate:
- voice tonality and volume
- body language
- gestures
- written media including emails and online platforms
- the telephone
- specific to the sport, fitness, aquatic or recreation environment:
- typical organisational client service standards, including designated response times for client contact
- attitudes and attributes expected of service personnel to work with clients
- personal presentation standards for service personnel
- common client service and complaint handling role responsibilities, boundaries and reporting lines for service personnel
- features and benefits of different types of products and services offered by the organisation.