Demonstration should include

explaining effective customer service, including managing client complaints
using effective verbal and written communication skills, in accordance with accepted standards
applying assessment skills needed to determine appropriate responses
following professional communication etiquette.

Process/Skill Questions:

Why is it important to immediately identify the facility and oneself when making or receiving a phone call?
What information should always be recorded when taking a phone message?
Why is it important not to try to perform other office duties while you are talking with a client on the phone?
Why is it important to take accurate and clear written messages?
What is the importance of reminder calls? Follow-up calls?
Why is it important to respond to email messages promptly?
What information is essential in determining the severity of a situation?
How can better oral communication skills be developed?
What are some forms of client communication other than phone calls and emails?
Why is it important to be clear and concise with oral and written communications?