Communication in the Customer Service Role

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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 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. | | | | | | | | | | | | | |2. | | |One of my learners has difficulties in using punctuation marks in a |In the first part I will use verbal face-to-face conversation, making sure | |confident way. After a one-to-one session, I print some worksheets |I use appropriate language, tone of voice and body language. | |for her to practice on, to improve her skills. But in the same time | | |I want to assure that the learner will definitely work on them, so I|While on the second stage I will have to use written communication, where I| |decide to send her an email where I can inform her of my intention |will use appropriate and formal language, additional information and | |and can attach the electronic form of the worksheets. |explanation. | | | | | | | | | | | | |

1b) Based on the information you have provided in the table above, outline why the different situations need different methods of communication.

Different customer service...
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