Communication in the Customer Service Role

5902 words 24 pages

You should use this file to complete your Assessment.
• The first thing you need to do is save a copy of this document, either onto your computer or a disk
• Then work through your Assessment, remembering to save your work regularly
• When you’ve finished, print out a copy to keep for reference
• Then, go to and send your completed Assessment to your tutor via your My Study area – make sure it is clearly marked with your name, the course title and the Unit and Assessment number.

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
…show more content…

|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


  • Developing Yourself as an Effective Human Resources Practitioner
    1686 words | 7 pages
  • Restructuring the Marketing Function for Greater Efficiency
    8874 words | 36 pages
  • Organizatinal Commitment and Communication Paper
    959 words | 4 pages
  • Briefly Summarise the Hrpm
    3537 words | 15 pages
  • Developing Yourself as an Effective Human Resources Practitioner
    1876 words | 8 pages
  • The Social Penetration Theory & the Uncertain Reduction Theory Implications on the Sales Process
    1311 words | 6 pages
  • Cherns Case Chapter 5
    1266 words | 6 pages
  • Project Kick Off
    1471 words | 6 pages
  • The Concept and Importance of Continuous Professional Development (Cpd)
    1716 words | 7 pages
  • Job Evaluation and Job Structured
    998 words | 4 pages