Demonstration should include

• explaining effective customer service, including managing client complaints through active listening, de-escalation strategies, and solution-focused responses
• using effective verbal and written communication skills, in accordance with accepted standards
• applying assessment skills needed to determine appropriate responses
• following professional communication etiquette, including tone, clarity, empathy, and professionalism across phone, email, and in-person interactions.

Process/Skill Questions:

• Why must a professional immediately identify the facility and oneself when making or receiving a phone call?
• What information should always be recorded when taking a phone message?
• Why must focus be maintained while you are talking with a client on the phone?
• What is the importance of reminder calls? Follow-up calls?
• Why is it important to respond to email messages promptly?
• What are some forms of client communication other than phone calls and emails?
• Why is it important to be clear and concise with oral and written communications?