Communications and Customer Care

This module is designed to aid one personal and professinal communications skills in order to effectively create and share accurate information in a sensitive manner to co-workers, colleagues and customers.

1. Define those factors which contribute to effective communication

2. Utilise the knowledge and apply the skills necessary for the successful practice of written, oral and non-verbal communication

3. Exhibit how to marshal information quickly

4. Explain the concept of customer service

5. Explain how interpersonal skills and professionalism are perceived by and impact upon customers and colleagues in the workplace

6. Identify the components of an effective service recovery process

7. Identify the demands of the workplace, and the role of reflection in both skills development and personal development