B.P2 Demonstrate some ability to solve problems when communicating with customers.

Unit B12:     Communicating with Customers

Level: 1

Unit type: Sector (Business)

Guided learning hours: 40

Unit in brief

Learners will communicate with customers in customer service situations.

Unit introduction

All 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 aims

In this unit you will:

A  Communicate with customers in customer service situations

B  Solve problems when communicating with customers.

Unit summary

 

Learning aim

 

Key teaching areas

 

Summary of suggested assessment evidence

Communicate with customers in customer service situations

 

 

  • Purpose of good customer communication
  • Using communication skills and behaviours in customer service situations
  • Solving customer problems

 

 

  • Observation records, witness statements of role playing.
  • Film footage of role playing in customer service situations.

Solve problems when communicating with customers

Key teaching areas include:

 

Sector skills

 

Knowledge

 

Transferable skills

  • Speaking clearly and appropriately
  • Listening carefully for understanding
  • Adjusting information or delivery to meet the needs of the customer
  • Anticipating the needs of the customer
  • Behaving appropriately for the situation
  • Needs of different customer groups
  • Dealing with all customers fairly and with respect
  • Verbal and non-verbal communication
  • Self-management
  • Problem solving
   

There are opportunities to develop functional skills in this unit:

 

Functional skills

English

  • Make relevant and extended contributions to discussions, allowing for and responding to others’ input.
  • Prepare for and contribute to the formal discussion of ideas and opinions.

Unit content

Knowledge and sector skills

Purpose of good customer communication

  • To inform customers about products or services, to confirm information, to deal with customer requests and queries.
  • Importance of customer service to a business, e.g. keep customers returning to the business.
  • Importance of product and service knowledge to ensure correct information about product and services is given to customers.

Using communication skills and behaviours in customer service situations

  • Using verbal communication skills such as active listening, confirming meaning, speaking clearly at an appropriate speed, tone and volume, asking customers appropriate questions, being polite, approachable and enthusiastic.
  • Using non-verbal communication skills such as making eye contact, smiling, awareness of personal space, relevant body language.

Solving customer problems

  • Different customer problems, including providing simple information, advice, resolving product problems, dealing with complaints, special needs customers.
  • Steps in problem solving, including:
  • problem identification using probing questions and active listening skills to understand the problem that needs resolving
  • looking for solutions
  • making and implementing decisions.
  • Ensuring body language and tone of voice is not aggressive or defensive.
  • Referring to a higher authority when the issue is unresolvable.

Transferable skills

  • Self-management: being flexible, showing adaptability when responding to different situations and when communicating with customers, showing initiative when dealing with customers and their queries.
  • Problem solving: answering questions asked by customers, dealing with issues that may arise and using initiative when communicating with customers.

Assessment criteria

 

Pass

 

Merit

 

Distinction

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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