Communication and Customer Service Skills
This section covers Communication and Customer Service Skills. The exam tests listening, questioning, empathy, tone, complaint handling, and professional telephone and email behaviour in an ITeS setting.
Core rules and concepts
- Communication includes verbal words, non-verbal cues, and tone. In voice support, tone often matters as much as the words.
- Active listening means paying attention, not interrupting, and confirming understanding by summarising.
- Use open questions to gather information and closed questions to confirm details. Avoid jargon that the customer may not understand.
- A complaint is handled by listening, acknowledging the problem, apologising for the inconvenience where appropriate, clarifying facts, taking action, and following up.
- Empathy recognises the customer’s feelings without necessarily accepting blame. Assertiveness protects the process without aggression.
- In email, use a clear subject, short paragraphs, a polite closing, and correct spelling.
Worked example
A customer says, “My order is three days late and nobody told me.” What should the agent do first?
Reasoning: Listen without interrupting, acknowledge the delay, and apologise for the inconvenience. Then ask for the order number, check the status, explain the realistic next step, and follow up. Arguing or promising a delivery time that cannot be verified will increase dissatisfaction.
Traps that cost marks
Do not interrupt or argue. Do not overpromise. Do not use technical jargon. Do not blame another department. Do not confuse empathy with admitting fault. Do not send an email with an unclear subject or missing details.