CLIENT SERVICE
 
 

This event provides members with an opportunity to develop and demonstrate skills in interacting with internal and external clients to provide an outstanding client service experience. The client service consultant engages clients in conversations regarding products, handles inquiries, solves problems, and uncovers opportunities for additional assistance. Participants develop speaking ability and poise through presentation as well as critical thinking skills.


This role-play event consists of an individual interactive simulation related to client service.   Participants in this event will be able to multitask; have outstanding verbal communication skills; translate case into effective, efficient, and spontaneous action; work cooperatively with others; possess good decision-making and problem-solving skills; have a positive and outgoing personality; be responsible, reliable, and trustworthy; and be able to resolve conflicts.


ELIGIBILITY

Participants must have paid state and national dues postmarked by February 15 of the current school year.



State      Each charter may enter one participant in this event.


National      See publication:  Chapter Management Handbook—current edition.


REGULATIONS


State      When it has been determined that a student will represent the charter at state competition, the appropriate entry form must be sent to the state adviser postmarked first-class mail by the date specified in the SLC registration packet.


National      See publication:  Chapter Management Handbook—current edition.


Participants must be selected in accordance with the regulations of the PBL state chapter and the national association.


Participants must not have entered this event at a previous National Leadership Conference or placed 1st or 2nd in this event at a previous State Leadership Conference.


Participants must furnish their own pens/pencils.


Participants must adhere to the dress code established by the Board of Directors or they will not be permitted to participate in the competitive event.

A lectern may be available.  No microphone will be used.


Two (2) 4" x 6" index cards will be given to each participant and may be used during the preparation and performance.  Information may be written on both sides of the note cards.  Note cards will be collected following the presentation.


No reference materials, visual aids, electronic devices, or other items are to be brought to or used during the preparation or performance.

 

PRELIMINARY ROUND

 

Participants will be divided into preliminary groups.


Participants must report to the holding room by the time specified in the State Leadership Conference program.  All individuals will be sequestered until their performance times.  If an individual fails to report prior to the beginning of the first performance, the individual will be disqualified. 


Ten (10) minutes before the performance, each participant will receive the scenario.  All participants will address the same scenario.


The participant has five (5) minutes to interact with a panel of judges and demonstrate how he/she would solve the problem. The judges will play the role of the second party in the presentation; refer to the case for specifics.

 
A timekeeper will stand at four (4) minutes and again at five (5) minutes.  


All performances are open to conference attendees except performing participants of this event.

FINAL ROUND

 

If a final round is needed, finalists must report for instructions and time assignments 30 minutes prior to the first performance.  All other procedures as outlined in the preliminary round will be followed for the final round.


Participants' scenarios will be evaluated by a panel of judges.  All judges’ decisions are final.


AWARDS

State State awards for the top five places are presented at the State Leadership Conference.


National        The number of awards presented at the National Leadership Conference is determined by judges and/or number of entries.  The maximum number will be ten.