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Level: 1Unit type: Sector (Business)Guided learning hours: 40
Unit in briefLearners will communicate with customers in customer service situations.
Unit introductionAll businesses need to keep their customers happy because happy customers are more likely to come back and to tell their friends about the business. If you can communicate well with customers it will help them find what they need, buy what they need and be happy when they leave the business. By communicating well, you help the business give good customer care. This in turn makes the business more successful and a better place to work.
In this unit, you will learn how to speak to customers and how you can help them to get what they want. You will build your confidence in using your communication and personal skills to approach customers. You will also learn to make decisions quickly when dealing with customers.
The skills you learn in this unit will give you confidence and will be valuable in other units. This will help you to move to different Level 2 qualifications. The transferable and sector skills you develop in this unit can enable you to progress to further learning. They will also support you in completing the core skills units in Group A of the qualification.
Learning aimsIn this unit you will:A. Communicate with customers in customer service situationsB. Solve problems when communicating with customers.
Key teaching areas
Summary of suggested assessment evidence
A Communicate with customers in customer service situations
B Solve problems when communicating with customers
Key teaching areas include:
There are opportunities to develop functional skills in this unit:
Knowledge and sector skills
Purpose of good customer communication
Using communication skills and behaviours in customer service situations
Solving customer problems
Learning aim A: Communicate with customers in customer service situations
A.P1 Use basic verbal communication skills in customer service situations.
A.M1 Use competent verbal and non-verbal communication skills in customer service situations.
A.D1 Use confident verbal and non-verbal communication skills in customer service situations.
Learning aim B: Solve problems when communicating with customers
B.P2 Demonstrate some ability to solve problems when communicating with customers.
B.M2 Demonstrate ability to solve problems when communicating with customers, making suggestions for solutions.
B.D2 Demonstrate a confident ability to solve problems when communicating with customers, suggesting solutions and making decisions.
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