Communication Skills and Customer Service for ITeS
This domain tests professional communication in a service setting: listening, questioning, tone, and resolution. Expect the communication process, active listening, empathy, telephone and email etiquette, and handling upset customers.
Core rules and concepts
- The communication process has a sender, message, medium, receiver, feedback, and noise that can distort meaning.
- Active listening means attending, paraphrasing, clarifying, and confirming. It is not silent waiting to speak.
- Open questions gather information; closed questions confirm facts. Use both.
- Empathy names the customer's feeling without necessarily agreeing with every claim.
- A service sequence: greet, identify the need, acknowledge and empathize, clarify, act, confirm, and close.
- Telephone etiquette: answer promptly, speak clearly, ask permission before hold or transfer, thank the caller, and summarize the action.
- Email etiquette: specific subject, greeting, short paragraphs, one clear action, professional signature, no all caps, and no jargon.
Worked example
A customer says, 'My refund is late and nobody answers my emails.' A weak reply is, 'It is not our fault; refunds take time.' A strong reply: 'I understand this is frustrating, especially when you have already waited. I will check the refund status now. May I confirm your order number? I will tell you the current status and the next step during this call.' Reasoning: it acknowledges emotion, avoids blame, asks a focused question, and commits to a specific action.
Traps that cost marks
Do not interrupt or over-apologize without acting. Do not promise a refund you cannot authorize. Avoid jargon and all caps. Confirm understanding before closing, and never argue with the customer's feelings.