Business Administration

eliver a service to customers in an office environment

.1 Explain the terms interpersonal skills, customers and customer needs 

 1.2 List and describe the different types of customers 

 1.3 Describe the interpersonal skills used in dealing with customers 

 1.4 State the importance of identifying and addressing customer needs 

 1.5 Describe and apply the procedures for identifying customer needs 

 1.6 Describe and apply the procedure for gaining assistance from supervisors and colleagues in meeting customers needs

• Definitions - Interpersonal skills - Customers - Customer needs • Interpersonal skills used in dealing with customers - Active listening - Verbal communication - Non-verbal communication • Different types of customers - Internal - External • Importance of identifying and addressing customer needs - Maintaining customer base - Improving customer service satisfaction - Expanding business opportunities - Improving customer service • Procedures for identifying and addressing customer Office Administration National Curriculum – BS-OA-L2a- 99 needs - Using interpersonal skills - Assessing customer needs to identify priorities - Assisting customers - Providing options to meet customers’ needs • Assistance from supervisors and colleagues in meeting