Communication in the Customer Service Role

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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 customer service situations and the different methods of communication that would be needed in these situations.

|Situation |Methods of communication | |1. | | |A learner calls the centre to enquire about English and Maths |I will use verbal communication, via telephone, using phone conversation. | |courses and qualifications available, their equivalences and some |I will have to use an appropriate tone of voice, behave professionally and | |additional information about the content of the courses. |speak clearly and using a formal language. | | | | | | | | |...
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