P3CS16-1
‘Brilliant communication skills’ by Gill Hasson, published by Pearson.
Read:Chapter one ‘What is communication?’Chapter two ‘Confident communication’Chapter three ‘Active listening’Chapter four ‘Reading between the lines’Chapter seven ‘Putting it in to practice’.
You don’t need to buy this book, you should be able to find it at your local library service.
Table of Contents
- Tutorial Video
- Reading Materials
- Company policy: Health and safety for work performed at Customer premises.
- ‘Entering Premises - Guide For Customers’ from the National Grid website.
- ‘How product knowledge can increase sales’ webpage from the Live About website.
- Webpage about integrated appliance installation on premises, from the Currys website.
- ‘Brilliant communication skills’ by Gill Hasson, published by Pearson.
- Presentation
- Good Practice Example
- Click to watch this video called ‘AT&T – premises technicians’ produced by Career Dash TV, this video explains good customer service experiences on the premises. Click to watch this video called ‘Lone working (health and safety)’, produced by The Golden Gates Housing Trust.
- Click to watch this video called ‘AT&T – premises technicians’ produced by Career Dash TV, this video explains good customer service experiences on the premises. Click to watch this video called ‘Lone working (health and safety)’, produced by The Golden Gates Housing Trust.
- Interactive Quiz
- Evidence Opportunities
- Extended Learning
- Click on the link to read the Health and Safety Executive’s guidance for working alone.
- Click on the link to view the risk assessment records that WP Group uses for delivery of fuels at customer premises.
- Find a copy of ‘Customer care excellence: How to create an effective customer focus’, by Sarah Cook, published by Kogan Page 2010 and read: chapter one ‘An introduction to customer care’, chapter three ‘Listening to customers’ and chapter eight ‘Communications’N.B. You should be able to borrow this book from your local library.
- Find a copy of ‘Customer experience for dummies’, by Roy Barnes and Bob Kelleher, published by John Wiley and Sons 2015 and read: chapter eighteen ‘Ten ways to improve your experience delivery’, chapter nineteen ‘Ten key qualities of awesome customer experience advocates’ and chapter twenty ‘Ten tools to track your customer experience program’s progress’.N.B. You should be able to borrow this book from your local library.
- Think And Challenge
- Click on the link to read this case study about solutions to safeguarding lone workers.
- Why do you think it’s important to safeguard lone workers and what are the risks associated with working alone at a customers’ premises?
- How did Guardian24 help Colleys to fulfil their duty of care to staff? Did you think that it was a good solution, and do you think that you could use a similar system at your organisation?
- It is rare that there is just one way to respond to a scenario or situation, so do not consider that the response you have chosen to this scenario will be judged as right or wrong. Share your scenario with a work colleague and ask them to tell you if they think you have responded appropriately. Ask them to challenge your response if necessary. You do not need to submit this task for assessment unless asked to do so by your tutor.
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