Client Service and Communication
Client-centred service
Good client service in sport and recreation means identifying client needs, setting service standards, and closing the loop with follow-up. Clients include participants, parents, spectators, hirers and internal colleagues. Understand service recovery: acknowledge the problem, apologise sincerely, act to fix it, and follow up.
Communication skills
Know the difference between verbal, non-verbal and written communication. Active listening, open and closed questioning, paraphrasing and confirming understanding are core skills. Adapt language for children, people with disability, culturally diverse clients and older adults. Use plain language and check comprehension.
Handling complaints and conflict
Follow a complaints procedure: listen without defensiveness, record facts, escalate where policy requires, and protect confidentiality. De-escalation techniques include calm tone, personal space, and offering options.
Traps to watch
- Arguing with a complainant instead of acknowledging the concern.
- Promising outcomes outside your authority.
- Ignoring non-verbal cues or cultural differences.
- Failing to record a complaint or its resolution.
Worked example
A parent complains that a session started late. The worker listens, apologises for the inconvenience, explains the cause factually, offers a make-up session within policy, and logs the complaint. This demonstrates service recovery without over-promising.
Rule of thumb
Acknowledge, apologise, act, follow up - and document each step.