Table of Contents

1. Tutorial Video
2. Reading Materials
• ‘Writing technique – general’ from the Business Balls website.
• ‘Using Body Language in Customer Service’ webpage from the Body Language Expert website.
• ‘What is GDPR? The summary guide to GDPR compliance in the UK
• Laser Reading Text: Written communication
3. Presentation
• Click on the icon to view this presentation: 'Communicate verbally with customers'.
• Click on the icon to view this presentation: 'Communicate with customer in writing'
4. Good Practice Example
5. Good Practice Example
6. Interactive Quiz
7. Evidence Opportunities
8. Extended Learning
• Click on the link and read ‘How to read body language signs and gestures’ from the Business Balls website.
• The Data Protection Act was replaced in 2018. Click on this link to read more about these changes.
• Click to read ‘Writing skills’ on the Mind Tools website.
9. Think And Challenge
• Click on the link to read all the pages of this case study looking at communication strategies at Enterprise Rent-a-car.
• • What did you think were the most effective strategies / techniques that Enterprise Rent-a-car used to create brand awareness and ensure operational excellence?
  • Do you think their approach could benefit your organisation? If so, which strategies / techniques could you suggest to your manager?
• 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.