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L5 COMMUNICATION SKILLS FOR CUSTOMER SERVICE J2GB 45 [SB]
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Course data
Command words
National Level 5 Command words
Assessment Paperwork - all outcomes
Full assessment Questions Parts ABC
Observation - facing/non facing - reflective account
Assessment Upload Area - all outcomes
Assessment Part A - Communication in Customer Service
Part B questions 1 to 4
Part C upload
Email Scenario - Non- Facing Assignment
Getting Started
Unit Details
Assessment Overview PPT
Part A: Communication in Customer Service
Activity 1: What Makes Good Customer Service?
Activity 2: Communication Methods Challenge
eBook 1 - Communication Notes
Internal and External Communication
Part B: Communication Skills in Customer Service
What is a communication Strategy?
Communication Skills for a customer service Role
Communicationskills in a Customer service Role
ebook 2 - Communication Skills in Customer Service
Communication Skills Recall
Part B: Barriers to Communication
eBook 3- Active Listening
Barrier to Communication Presentation
Barriers to Communication OverView
Body Language Quiz
PART C
What is a customer service Policy
Active and Passive Listening overview
Part C - Research Activity
Role Play L02
Non Facing Scenarios
Exemplar Email - Non-Facing Activity
Professional Email - phrases - Non-Facing Activity
Role Play (Facing) - Scenarios
Role Play - Confidentiality & Verification Prompts
Role Play - Non-Facing information
Observation L03
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Faculty: STEM, Enterprise and Arts
Art & Design (SEA01)
Automotive (SEA16)
Brickwork & Construction (SEA1
Construction
David Hendrie
Marc Hynes
Business Admim (SEA03)
Business, Administration & Finance
Anne Gillies
Gemma McNeil
Jacqueline Waugh
Susan Bell
CAD & Building Services (SEA08
Civil Engineering (SEA10)
Computing (SEA04)
Computing
Colin Rutherford
John Ferguson
David Cassidy
Electrical Engineering (SEA18)
Electrical Installation (SEA13
Fashion (SEA21)
Jewellery (SEA22)
Joinery (SEA17)
Mathematics (SEA19)
Mechanical Engineering (SEA09)
Engineering
Samuel Holland
Performing Arts (SEA07)
LMHNC
MW
Photography (SEA02)
Art and Photography
Lorna Fraser
Mark Scott
Simon Murphy
David Stanton
Plumbing (SEA14)
Science & Access (SEA20)
VQ Building Services (SEA12)
Faculty: Wellbeing, Development and Creative Services
Barbering (WDCS09)
Child Care and Early Education
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Higher National
Communications (WDCS14)
Community Work (WDCS11)
Youth Work
ESOL (WDCS05)
Film & TV (BCI04)
Hairdressing & Beauty (WDCS10)
Beauty and Hairdressing
Tracy Hunter
Health Care (WDCS06)
Healthcare
Janine Millward
Hospitality (WDCS12)
Music & Production (WDCS03)
Music and Business
Sara Fellows
Sound Production
Kyle Irwin
Jim Brady
Kevin Dobie
Social Care (WDCS07)
Sport (WDCS08)
Sport
Supported Learning (WDCS04)
Transitions (WDCS13)
eLearning Resources
Art and Design
Artificial Intelligence
Automotive
Biopsychology
British Sign Language
Business and Enterprise
Childcare
Community Learning
Alcohol Awareness
Back to Basics
Employability
Life Skills
Literacy
Numeracy
Study Skills
Safeguarding
Construction
Cyber Security
Digital Marketing
Engineering
English Language Skills
Esports
Financial Literacy
Hair and Beauty
Healthcare
Leadership & Management
Media Literacy
Science: Working in a Labratory
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Sport
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Course information
L5 COMMUNICATION SKILLS FOR CUSTOMER SERVICE J2GB 45 [SB]
Teacher:
Susan Bell
Skill Level
:
Beginner
