Communication in the customer service role
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. IT department was doing a project over summer to upgrade some older PC’s in around different departments.
When Staff came back to work after break there was some complaints of no printers being connected and also lost documents
The best methods of communication are in person and trying to rectify the problems straight away with written reporting to helpdesk software to avoid issues reoccurring.
2. Customer has bought an item from catalogue or internet. But when it arrives He is not happy with the quality of the item. Because he can not find returns procedure, he needs to contact the store.
The customer has a choice to either write an email or call the store. Find out the returns procedure and get RMA number, also to agree how much money would be refunded.
1b) Based on the information you have provided in the table above, outline why the different situations need different methods of communication.
Different situations need different methods of communication to make sure your customer knows that you care and to show empathy to the current situation and customers problems if any.
You need to plan the form of communication in relation to the context, and consider different audience and purpose.
2. In relation to your current organisation (or one that you know well), complete the table below by listing at least three different examples of customer interaction and identify the most suitable communication method for each one.
Customer interaction Communication method
1. Customer calls to report a problem.
Because he is already on the phone, the best is to deal with the situation straight away, ask politely can customer log a job on helpdesk while you look at the issue, than call
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. IT department was doing a project over summer to upgrade some older PC’s in around different departments.
When Staff came back to work after break there was some complaints of no printers being connected and also lost documents
The best methods of communication are in person and trying to rectify the problems straight away with written reporting to helpdesk software to avoid issues reoccurring.
2. Customer has bought an item from catalogue or internet. But when it arrives He is not happy with the quality of the item. Because he can not find returns procedure, he needs to contact the store.
The customer has a choice to either write an email or call the store. Find out the returns procedure and get RMA number, also to agree how much money would be refunded.
1b) Based on the information you have provided in the table above, outline why the different situations need different methods of communication.
Different situations need different methods of communication to make sure your customer knows that you care and to show empathy to the current situation and customers problems if any.
You need to plan the form of communication in relation to the context, and consider different audience and purpose.
2. In relation to your current organisation (or one that you know well), complete the table below by listing at least three different examples of customer interaction and identify the most suitable communication method for each one.
Customer interaction Communication method
1. Customer calls to report a problem.
Because he is already on the phone, the best is to deal with the situation straight away, ask politely can customer log a job on helpdesk while you look at the issue, than call