Accurate and appropriate information and advice to individuals and groups I feel that I can give precise and accurate information about the classes I am involved in but admit to not having perfect knowledge of the other classes within the Activate programme. Learn more about the other classes that are run within the programme. Your ability to use communication and selling skills appropriately, providing customers with the services they require taking specific needs into account

I feel that I can use communication skills well, please see my witness statements. I also feel that I have the ability to take peoples specific needs into account, see section headed ‘Four Types of Customers I Deal With’. I feel that I can learn to deal with annoyed children better and to do this I should talk to other people for suggestions. Your ability to deal with customers on the telephone by making/receiving calls and taking accurate messages

I feel that I can take accurate messages and deal with customers well over the phone. I sometimes need to ask people about other sessions that are run as I only really know about the sessions I am involved with. Learn more about the other classes that are run within the programme. I feel I must also learn how to transfer calls from one extension to another. Your ability to deal with customers in writing, by replying in an appropriate format, too a letter from a customer

I feel that I can deal with customers well in writing and that I take the needs of the customer into account, although I have dealt with very few so far. I need more practise at letter writing. Your ability to handle customer complaints effectively and sensitively I feel that I can handle customer complaints sensitively, by apologising to the person involved and taking the appropriate action to correct the problem. I have not yet had to deal with a very irate customer who is uncontrollable. I must be prepared for very irate customers.

Thorough product knowledge when responding to customer requests for information/advice I have good knowledge of the classes I run within the Activate programme but I can not always give accurate information in response to customer’s requests for information about other classes. Learn more about the other classes that are run within the programme by thoroughly reading the up-to-date leaflets. Your ability to adapt your responses to meet customer needs, communicating information clearly and confidently.

I feel I am able to adapt my responses to meet customer needs and I feel that I can communicate information clearly and confidently. I have always been good at this. No special training is needed at present. Your ability to understand the specific needs of different types of customers and respond to these needs in an appropriate manner I feel I have the ability to understand the specific needs of the different customers I deal with that I can respond to their needs in an appropriate manner, please see ‘Four Types of Customers I Deal With’.

See previous page (Row 2). Your ability to display excellent communication and selling skills in your dealings with different types of customers in a pressured situation I feel I have excellent communication as this is a very important part of my job. I feel that I can communicate well with different types of customers in a pressured situation, please see witness statements. A pressured situation could be one in which a fellow coach fails to turn up and I have to take a session by myself without prior notice.