Communication in the Customer Service Role

5902 words 24 pages

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Please note that this Assessment document has 13 pages and is made up of 5 Sections.


Section 1 – Understand methods of communication with customers

1a) Use the table below to outline at least two different
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|Customer interaction |Communication method |
|1. |By phone, either having operators standing by to answer calls, or |
|Learners calling to enquire about courses available, the stage of |making calls to customers, method that is very useful, giving the |
|their learning or previous enquires, if their certificates are |customers the possibility to reach someone who can answer their |
|issued, calling to speak to their tutors or to book any |questions or help them with their quires. Sometimes the situation |
|appointments, etc. |requires the learner to be putted on hold or redirected to the right|
| |department/person. |
| | |
|2. |Face-to-face verbal communication, speaking, using words and |
| |terminology that the


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