Telephone communication


The service you provide to those who communicate with you over the telephone should be of the same high standards as that provided in face-to-face interactions. You must be aware that all telephone interactions with customers, whether you are actually selling something to them or not, are a facet of customer service.

Assessment conditions

Assessment texts and tasks reflect those typically found in the workplace. Advice and support is available if requested. Culturally appropriate processes and techniques suited to the language, literacy and numeracy capacity of individuals and the work being performed must be used. Reasonable adjustments can be made to ensure equity in assessment for people with disabilities.

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