Access the content for this competency here.

Topics

Activities

Communicating with your customers

	Principles of communication
	Active listening	Listening Customer service
	Assertive communication	Assertive communication
	Face to face communication
	First contact
	Telephone communication
	Complaints	Telephone communication Barriers to effective communication
	People with special needs
	People with limited English
	People with hearing and vision impairments	Disability services

Customer service strategies

	Internal and external customers
	Customer profiles	Customer needs and wants
	Customer expectations	Customer expectations
	Best practice
	Meeting customer expectations	Customer service standards Customer service benchmarks Customer charter
	Policies and procedures
	Complaints	Positive and negative resolutions Common problems relating to customer service

Research skills

	Resources
	Target group
	Sample size
	Questions	Sample survey Improving a survey
	Delivery
	Results	Computer software
	Presenting findings	Reports

Making changes

	Best practice
	Culture	Business culture
	Training and mentoring
	Problem solving	Dealing with complaints
	Review

Self tests

	Communicating with your customers
	Customer service strategies
	Research skills
	Making changes