Communication in the Customer Service Role
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 www.vision2learn.com 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