CTAE1 - Level 1 - Communications in the Workplace (Lesson)

  Level 1 - Communications in the Workplace

Let's begin by figuring out the communication skills you need for the job. You'll also pick up how to deliver top-notch customer service. 

Listening and Following Directions 

Customer Service Guidelines 

Be aware that situations and circumstances vary, but general guidelines should be followed.

  • Be kind and courteous.  
  • Be attentive to the customer.  
  • Listen carefully.  
  • Ask questions for complete clarity.  
  • Apologize for the problem.  
  • Follow company policies.  
  • Do not argue with the customer.  
  • Handle the situation for the satisfaction of the customer if it is at your level of authority.  
  • Know when to call a superior if the situation escalates.  

 

Handling Customer Complaints - aka - Here Comes Karen!

 

 

  • Provide customers with the opportunity to complain. 
  • Give customers your full and undivided attention. 
  • Listen carefully. 
  • Ask key questions to fully understand. 
  • Agree that a problem exists. 
  • Do not argue with the customer. 
  • Apologize for the problem. 
  • Resolve the complaint following company policies. 
  • Thank the customer for bringing the complaint to your attention. 

 

 

 

 

Communication in the Workplace Review

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