Activity J Activity Ja) Victoria (below) promotes a positive image when communicating with clients.
What factors do you think she has that promotes this image? Complete the mind map.
b) Swaggies Activity
Using the
Swaggies Policy & Procedures Manual, decide what Victoria would do in the following situations. In some cases it might be easier to write the actual dialogue. You may also need to add your own details to make the response plausible (realistic). The Swaggies page numbers (when available) are at the end of the question.
1) The caller (telephone) is uncertain what department or person they need to talk to. (p4-5)
2) Victoria needs to transfer the caller to a different department. (p26-28)
3) A client comes in who has a complaint about some broken aboriginal pots.
(p4-5)
4) Victoria’s reception desk is cluttered & untidy. She cannot find the appointment book and a client is waiting for her attention. (p14)
5) A male client who has been waiting a long time for his appointment needs to use the toilet. You need to give directions.
6) Victoria takes a call at Swaggies. The caller wants Lyn Singh’s home phone number and address. (p26)
a) Answers will vary but did you mention:-
presentation - Victoria is well groomed and dressed appropriately
knowledge - she can access information with ease
efficiency - her tidy desk and presentation indicate her efficient nature
how to handle clients and enquiries - her positive body language indicates she has good communication skills.
b)
1)
get contact details: name and specific nature of enquiry
if uncertain, Victoria needs to refer to P & P manual for organisational chart and role of departments
contact this person using extension number (p6). Check that you have the right person for the enquiry
2)
check with caller asking permission to be put on hold, in a courteous manner
Victoria should make sure the caller isn't left on hold for too long - check back with them. She should offer to take a message or stay on hold.
3)
Victoria should get all the details from the client. Confirm them
Contact John Little, Warehouse Manager to deal with problem.
4)
Victoria needs to get organised. At the moment she is inefficient and this impairs her ability to respond to client enquiries.
5)
Answers will vary. However directions should be clear and concise. The client must be able to follow them easily.
6)
The manual states: " Personal information concerning any employees of Swaggies is confidential and must not disclosed to callers"
