I1 Respond to enquiries and identify needs

Deal with enquiries promptly, politely and in line with your service's standards, whatever the channel

Encourage the client to explain what they need, and ask questions that uncover their real needs beyond the initial enquiry

Ask for advice and guidance when you are not confident that you understand the client's business needs

Manage the client's expectations about what the service can provide, including the benefits, limitations, timescales and any costs

Provide information, or direct the client to specialist information, advice or support, giving contact details or making introductions where appropriate

Explain the scope of your organisation's services and any funded support the client may be eligible for

Check that the client has understood the information, pacing it to suit them

Keep accurate and secure records of each enquiry and the action taken, in line with data protection requirements

Assure the client that their information is confidential, and explain how it will be used and when it will be shared with their consent

Close each contact in a way that makes the client want to come back

Interpersonal and communication skills for handling enquiries, including listening, questioning, reflecting back, checking accuracy, summarising and dealing with difficulties

The benefits and drawbacks of different channels (for example phone, email, web chat, social media, video and face to face), and how to handle enquiries well in each

How to communicate with people whose first language is not English and with people who have different communication needs

How people take in information differently, and how to pace and present it so that it can be understood

How to recognise the nature of an enquiry and why the client needs the information

How business needs vary by size, stage of development, sector and type (private, social enterprise and voluntary)

The answers to frequently asked questions

The services your organisation provides, and the local and national support you can direct clients to, including eligibility and referral routes

How to triage enquiries and decide when and where to refer

The limits of your own role, skills and knowledge, and when and where to get advice

The data protection rules that apply to enquiries and client records