Quality Service
This quality service principle involves treating clients with compassion and acknowledging their feelings and experiences
What is empathy
"Did you attend the yoga class yesterday?" is an example of this specific type of question used to gather precise information quickly
What is a closed question
This national group protects consumers and promotes fair trading practices throughout Australia
What is the Australian Consumer Law (ACL)
The first step in the five-step complaint handling procedure is to do this actively and attentively to the customer
What is listen
Showering regularly and brushing your teeth are expectations under this personal presentation standard
What is good personal hygiene
This service practice involves tailoring your assistance to meet a client's specific and unique requirements
What is a personalised approach
This communication technique involves expressing someone else's ideas using your own words to clarify understanding
What is paraphrasing
Consumers are entitled to a refund, repair, or replacement if a product or service is not as described, fails to meet quality standards, or is this
What is faulty
This conflict resolution strategy involves each party "giving and taking" to find a solution that satisfies both sides
What is compromise
Showing a lack of respect, using offensive language, and engaging in gossip are all examples of this
What is unprofessional conduct
You should do this with clients after providing a service to ensure their satisfaction and seek feedback
What is follow-up
This communication skill goes beyond just hearing and involves fully focusing on, understanding, and responding to the speaker
What is active listening
Organisations have a responsibility to supply products and services exactly as they are this
What is described (or advertised)
In this conflict approach, the problem is postponed or avoided, which provides only a temporary solution
What is withdrawal
This check is a requirement for individuals working or volunteering with children to protect them from potential risks
What is the Working with Children Check (WWCC)
You must recognise these in yourself and seek support from colleagues when you lack the expertise to meet a client's needs
What are personal limitations
When dealing with clients from diverse cultural backgrounds, you should use clear language and avoid using this kind of industry-specific terminology
What is jargon
If a facility cannot provide the exact product or service as advertised, they are responsible for offering this
What is a suitable alternative
This approach to conflict resolution emphasises the agreement between parties while downplaying the areas of disagreement
What is smoothing
This Federal Act from 1988 sets out the regulations for how organisations must safely collect, store, and use personal client data
What is the Privacy Act 1988
Excellent customer service involves doing this to proactively understand what a client may require before they even ask for it
What is anticipating client needs
During face-to-face interactions, maintaining this helps demonstrate attentiveness and genuine interest in the customer's needs
What is eye contact
Australian Consumer Law requires organisations to exercise this to ensure the safety and quality of their products and services
What is due care and skill
Service personnel should be aware of their boundaries and refer unresolved complaints to these individuals
Who are supervisors, managers, or appropriate personnel
This national peak industry association for fitness professionals outlines ethical expectations regarding client confidentiality and professional conduct
What is Fitness Australia