Units from the L2 employability qualification

What the college says

The unit qualification communicate effectively with customers is a great qualification for learners moving into a customer relations role or working in a team with colleagues. Learners will learn how to summarise information for customers, use appropriate body language when communicating with customers, read the customer’s body language and deal with them in a respectful manner. Employers have also said that has benefited the employees by dealing more confidently and correctly with difficult customers and de-escalating the situation effectively. Some of the criteria that learners will work towards is; Communicate effectively with customers 1.1. Listen actively to what customers are saying 1.2. Identify the most important things that customers are telling them 1.3. Respond appropriately to what customers are telling them 1.4. Check that they understand what customers are telling them and make sure it is really what they mean 1.5. Summarise information for customers 1.6. Explain in a way that is clear and does not cause offence when they cannot help a customer 1.7. Use appropriate body language when communicating with customers 1.8. Read customers’ body language to help them understand their feelings and wishes 1.9. Deal with customers in a respectful, helpful and professional way at all times 1.10. Help to give good customer service by passing messages to colleagues

Where it runs

• Training Strategies Ltd

  22 Oriel Rd Bootle, Liverpool, L20 7AD

  DaytimeClassroom based
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