BTEC Level 3 Business Unit 14: Investigating Customer Service C1 Skills and Behaviours

This full lesson covers C1 Customer Service Skills and Behaviours for Unit 14: Investigating Customer Service, including;

• Communication skills:
o face-to-face, written, email or other electronic media, telephone
o verbal, e.g. pitch and tone of voice, open and closed questions, using the telephone
o non-verbal, e.g. sign and body language, listening skills
o barriers to communication.
• Interpersonal skills:
o personal presentation approach, e.g. attitude, behaviour, hygiene, personality,
conversation skills, giving a consistent and reliable response.
• Behaviours, e.g. being positive, offering assistance, showing respect.