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business level 3- unit 14 customer service- assignment 2
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- PEARSON (PEARSON)
business level 3- unit 14 customer service- assignment 2
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Assignment 2- Unit 114 – investigating
customer service
Assignment 2
What's the right thing to do?
Contents page:
1
, · Introduction: Page 2
· P4: skills, roleplays,and customer service situations. Page 2-5
· P5: swot and skills audit. Page 5-7
· P6: personal development plan. Page 7-8
· M3: Page 10
· D3: Page 9-10
Introduction
In this assignment, I will be reviewing my customer service skills and explaining how I've understood
different customer service situations through role play. I will also be reviewing my swot and skills
audit through a personal development plan.
P4
Verbal skills is verbal communication also known as oral communication. This is done by speaking
out loud using words. Verbal skills require more than speaking abilities as these skills demonstrate
your communication skills in both written and speaking interactions. The main focus of verbal skills is
to focus how you communicate instead of what you say. One example of a verbal skill is language.
This is related to your communication style, such as whether you use formal or informal language.
Additionally, you can converse with someone by using sign language if they are unable to speak.
Another example of a verbal skill is pitch and tone. This skill is usually used when you want to try and
persuade someone as it all matters in the way you speak. depending on your emotions whilst you
speak, you can have a high or low pitch. An example of this is when someone is sad, they usually
speak in a low pitch however if they are excited, they usually speak in a higher pitch. Tone describes
the pitch, quality, and intensity of a person's voice as it is used to talk. More examples of verbal
communication skills include pitch/tone of voice, open questions, closed questions and telephone
manner.
Non-verbal skills are non-verbal communication. This is not about what is said but is about the way
you act and your behaviour such as body language, hand gestures and facial expressions. One
example of a non-verbal skill is body language. Your body language includes eye contact, your
posture, hand gestures and the tone of your voice. All these non-verbal behaviours send strong
messages to who you are communicating too. They can make people feel at ease, build trust, and
entice people to you, or they can misunderstand what you're trying to convey. Another example of a
non-verbal skill is listening. Listening shows your giving the speaker attention. This can be done by
leaning slightly forwards when listening. Other indicators of engaged listening could be a small head
2
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