P3CS13-1
Click to watch this video produced by LTUCareers, this video explains effective verbal communication skills when interacting with customers and colleagues.
Table of Contents
- Tutorial Video
- Reading Materials
- ‘Writing techniques’ from the Business Balls website.
- ‘Brilliant communication skills’ by Gill Hasson, 2012 published by Pearson.
- Presentation
- Good Practice Example
- Interactive Quiz
- Evidence Opportunities
- Extended Learning
- Click on the link and read ‘Writing skills’ on the Skills You Need website.
- Click on the link to read more information about the Data Protection Act on the Information Commissioner’s Office website.
- Find ‘Customer care excellence: How to create an effective customer focus’, by Sarah Cook, published by Kogan Page and read: Chapter one ‘An introduction to customer care’, chapter three ‘Listening to customers’ and chapter six ‘The internal customer’.N.B. You should be able to borrow this book from your local library.
- Search on the internet for information about the Consumer Rights Act 2015.
- Think And Challenge
- Click on the link to read this case study about ‘Building a better business through communication’ at Alliance and Leicester.
- Paying particular attention to ‘Page 3: Written communication’, what do you think are the differences between written and electronic communication, and how is this used well at Alliance and Leicester?
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Berkshire, SL3 6EY