Page 80 - Part-A

Information, Advice or Guidance

Service delivery is where you provide a service for your client – for example, providing
advice to a client about housing options or debt advice whilst working in a debt charity.

In order for you to identify how your personal strengths help in service delivery, you
need to look at what makes good service delivery, before evaluating that against your
strengths and areas for improvements.

The following factors permit good service delivery:

1. A fast, efficient service, with as many clients being helped at the first visit as
possible

2. Clients who feel valued and are willing to discuss difficult topics

3. Clear, concise and consistent advice and guidance

4. A service which does not discriminate or judge against any client

5. Advice that is personalised to the individual client

6. Clear plans put in place for further signposting or referral.

There are many ways to identify these areas and, as you will see further on in the
workbook, these can be the same as for identifying areas for development.

1. Ask colleagues for feedback: your colleagues will very often know what your
strengths are and will ensure you use them to your full effect

2. Look for patterns in feedback and identify any areas that are consistently praised.
For example, you may have excellent telephone manners or be able to deal with
stressful situations.

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