Page 20 - Part-A

Information, Advice or Guidance

Some of the most basic requirements all clients will look for:

• Fast and effective service

• Friendly, helpful service staff to provide information and answer questions

• Prompt responses to their enquiries, whether online, by phone or in person

• Staff with a basic level of understanding, who can identify when it’s
important to signpost or refer a client to a more experienced service or
advisor.

For example, a debt advisor receives a client phone call and follows the steps outlined
above to understand the client’s requirements. The advisor goes on to provide
signposting advice to help the client get further advice from the correct organisation,
in this case the government’s Money Advisory Service.

Here the advisor provided fast and effective service by finding out the client’s
requirements through discussion and open questioning, and then using their
knowledge and experience to direct them to the correct organisation.

Ways in which clients can be supported to undertake
further action

! STOP AND THINK!

Think about what clients might need additional support to
undertake further action. Make some notes in the space below.

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