This unit standard will provide learners with both verbal and non-verbal communication skills to communicate effectively with customers and use assertive skills to provide the underlying messages and respond to customer needs. Learners will use questioning skills to build relationships with the customer, avoid misunderstandings, persuade the customer and diffuse a heated situation.

This course is designed to equip learners with the essential skills needed to excel in customer communication within a contact centre and BPO (Business Process Outsourcing) environment. By the end of this course, participants will understand communication process theory, gaining a solid foundation to enhance interactions with customers. They will also be able to apply comprehensive knowledge of products and services to deliver effective and informed customer service. Additionally, learners will develop the ability to communicate effectively to establish and maintain a positive rapport with customers. The course covers the art of questioning and active listening to accurately respond to customers’ needs and concerns. Furthermore, participants will exhibit assertive communication skills, enabling them to handle a variety of specific customer situations confidently and professionally. This course is ideal for individuals seeking to improve their communication skills and effectiveness in customer service roles within contact centres and BPOs.

Course Content

  • Elements of communication process theory are identified and described in terms of their functions
  • Barriers of communication are described in terms of their impact to message and communicate
  • The importance of product and/or service knowledge in order to answer any product and/or service related questions is explained
  • Each product and/or service knowledge is described in terms of the benefits, features and product or service-related information
  • Calls are answered and customers are greeted in accordance with organisational procedures
  • Verbal and non-verbal communication techniques and/or strategies are applied to build rapport with customers
  • Responses are communicated in a manner that fits the situation
  • Constructive feedback is given when interacting with customers
  • Questioning skills are used to determine customer’s needs and expectations
  • Reflective responses are used to clarify questions to assure the other person that they have been heard
  • Active listening skills are applied to establish rapport with customers in order to meet customer needs and expectations
  • Statements and comments of customers are recorded and responded to in accordance with organisational requirements
  • Responses are provided within specific time limits in compliance with organisational requirements
  • The purpose of assertive communication is explained within the context of specific situations
  • Barriers of assertive communication are described in terms of their causes and impact
  • Assertion techniques are used that fit the situation throughout the interaction in the workplace
  • Assertive communication is demonstrated when interacting in one-to-one situations
  • Communication is clear, accurate, concise, is spell checked and complies with the rules of English grammar and syntax
  • Content and layout of communication comply with company procedures
  • Non-accredited: Short course only  
  • Duration: 1h 30m
  • Delivery: Classroom/Online/Blended
  • Access Period: 12 Months 
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