SIRXCEG002 Assist with customer difficulties

Introduction

This unit describes the performance outcomes, skills and knowledge required to solve customer problems and use techniques to deal with customer difficulties.

It applies to individuals working in frontline customer service roles in a diverse range of industry sectors and business contexts. They operate with independence and under limited supervision and guidance from others, and within established organisational policies and procedures.

Resources

TM – SIRXCEG002 – Learner Guide – V1 – Current

TM – SIRXCEG002 – Powerpoint – V1 – Current

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SIRXCEG001 Engage the customer

Introduction

This unit describes the performance outcomes, skills and knowledge required to interact and communicate with a diverse range of customers to assist with basic enquiries and contribute to a service culture.

It applies to individuals working in frontline customer service roles in a diverse range of industry sectors and business contexts. They operate with some independence under general supervision and guidance from others, and within established organisational policies and procedures.

Resources

TM – SIRXCEG001 – Learner Guide – V1 – Current

TM – SIRXCEG001 – Powerpoint – V1 – Current

BSBWOR203 Work effectively with others

Introduction 

This unit describes the skills and knowledge required to work cooperatively with others and deal effectively with issues, problems and conflict.

It applies to individuals who perform a range of routine tasks using a limited range of practical skills, and a fundamental knowledge of teamwork in a defined context under direct supervision or with limited individual responsibility.

Resources

TM – BSBWOR203 – Learner Guide – V1.0 – Current

TM – BSBWOR203 – Powerpoint – V1.0 – Current

BSBSUS201 Participate in environmentally sustainable work practices

Introduction

This unit describes the skills and knowledge required to effectively measure current resource use and carry out improvements, including reducing the negative environmental impact of work practices.

It applies to individuals, working under supervision or guidance, who are required to follow workplace procedures and instructions, and work in an environmentally sustainable manner within scope of competency, authority and own level of responsibility.

 Resources

TM – BSBSUS201 – Learner Guide – V1.1 – Current

TM – BSBSUS201 – Presentation – V1.1 – Current

Email Etiquette

Email in the workplace is the most common form of written communication. The following guidelines are useful to consider to ensure that you come across as professional, polite and credible.

https://study.com/academy/lesson/why-is-email-etiquette-important.html

Include a clear, direct subject line.

Examples of a good subject line include “Meeting date changed,” “Quick question about your presentation,” or “Suggestions for the proposal.”

“People often decide whether to open an email based on the subject line,” Pachter says. “Choose one that lets readers know you are addressing their concerns or business issues.”

Use a professional email address.

If you work for a company, you should use your company email address. But if you use a personal email account–whether you are self-employed or just like using it occasionally for work-related correspondences —you should be careful when choosing that address.

You should always have an email address that conveys your name so that the recipient knows exactly who is sending the email. Never use email addresses (perhaps remnants of your grade-school days) that are not appropriate for use in the workplace, such as “babygirl@…” or “beerlover@…” -; no matter how much you love a cold brew.

Be careful with ‘reply all.’

No one wants to read emails from 20 people that have nothing to do with them. Ignoring the emails can be difficult, with many people getting notifications of new messages on their smartphones or distracting pop-up messages on their computer screens. Refrain from hitting “reply all” unless you really think everyone on the list needs to receive the email.

Include a signature block.

Provide your reader with some information about you. “Generally, this would state your full name, title, the company name, and your contact information, including a phone number. You also can add a little publicity for yourself, but don’t go overboard with any sayings or artwork.” Use the same font, type size, and color as the rest of the email.

Use professional salutations.
  • Don’t use laid-back, colloquial expressions like, “Hey you guys,” “Yo,” or “Hi folks.”
  • Do not shorten anyone’s name. Say “Hi Michael,” unless you’re certain he prefers to be called “Mike.”
Be Careful of how your writing can affect tone
  • Do not get carried away with exclamation marks
  • Use all CAPS sparingly as it can come across as shouting
  • Do not use a variety of fonts , colours and animations
  • There is no place for emogies in business emails
  • Do not send emails when angry. Pause, Save a draft and come back to it.
  • Tone is easy to misconstrue without the context you’d get from vocal cues and facial expressions. Accordingly, it’s easy to come off as more abrupt that you might have intended –you meant “straightforward,” they read “angry and curt.”To avoid misunderstandings,  read your message out loud before hitting send. “If it sounds harsh to you, it will sound harsh to the reader,”.
  • Avoid using unequivocally negative words (“failure,” “wrong,” or “neglected”),
  • Always say “please” and “thank you.” when requesting assistance or action from someone.
Be cautious with humour.

Humour can easily get lost in translation without the right tone or facial expressions. In a professional exchange, it’s better to leave humour out of emails unless you know the recipient well. Also, something that you think is funny might not be funny to someone else.

Something perceived as funny when spoken may come across very differently when written. When in doubt, leave it out.

Know that people from different cultures speak and write differently.

Miscommunication can easily occur because of different cultures, especially in the writing form when we can’t see one another’s body language. Tailor your message to the receiver’s cultural background or how well you know them.

A good rule to keep in mind, is that high-context cultures (Japanese, Arab, or Chinese) want to get to know you before doing business with you. Therefore, it may be common for business associates from these countries to be more personal in their writings. On the other hand, people from low-context cultures (German, American, or Scandinavian) prefer to get to the point very quickly.

Proofread every message.
Mistakes won’t go unnoticed by the recipients of your email. “And, depending upon the recipient, you may be judged for making them.

Don’t rely on spell-checkers. Read and re-read your email a few times, preferably aloud, before sending it off.

One supervisor intended to write ‘Sorry for the inconvenience,'”  “But he relied on his spell-check and ended up writing ‘Sorry for the incontinence.'”

Add the email address last.

“You don’t want to send an email accidentally before you have finished writing and proofing the message. Even when you are replying to a message, it’s a good precaution to delete the recipient’s address and insert it only when you are sure the message is ready to be sent.

Double-check that you’ve selected the correct recipient.
Pay careful attention when typing a name from your address book on the email’s “To” line. “It’s easy to select the wrong name, which can be embarrassing to you and to the person who receives the email by mistake.”
Nothing is confidential–so write accordingly.

Every electronic message leaves a trail. A basic guideline is to assume that others will see what you write. Don’t write anything you wouldn’t want everyone to see.” A more liberal interpretation: Don’t write anything that would be ruinous to you or hurtful to others. Email is dangerously easy to forward, and it’s better to be safe than sorry.

Protecting Yourself Online

Internet Security Basics

The internet is a powerful tool for developing Digital Literacy Skills. But also can expose you to many risks from viruses to identity theft.

It is important that you have an understanding of the risks on the internet and how you can protect yourself.

Videos in Business

Videos are a very useful way to produce information in business that is easy for people to watch and understand. Often people will be more interested in watching a video than they will reading a large document.

Although there are many ways in which you can produce and edit videos in this lesson we provide you with just some starting tips to what technology you can use to produce basic videos.

1: Phone: Your smart phone is a useful tool in many ways in business. You can record video simply on your phone and then upload to your computer.

Tips for making better videos on your smartphone

Screen capturing your mobile phone screen for video

Tip ! When you are completing your assignment for Lesson 1 you may wish to get someone to record for you.

2. Zoom: Zoom is a webinar meeting software. You can use Zoom to record and share your screen on your computer.

 

Excel Tutorials

Microsoft Excel is a software program produced by Microsoft that allows users to organize, format and calculate data with formulas using a spreadsheet system.

A spreadsheet is a program that enables data is arranged in the rows and columns of a grid that can then be formatted, sorted and used in calculations.

Tutorials

Spreadsheeting basics 

MS EXCEL Tutorial from GCFGlobal.org®

MS EXCEL TIPS from GCFGlobal.org®

MS EXCEL Formulas from GCFGlobal.org®

https://edu.gcfglobal.org/en/topics/word/

Microsoft Digital Literacy Certificate Tutorials 

Microsoft Word For Mac – The Mac version of Word is slightly different.The above tutorials will provide most of the information you need. There are some differences in functions and menus. You can access the Microsoft Office for Mac Quickguides here.

Word Tutorials

MS Word is the most popular word processing software used today. IT can be used on Windows and Apple Computers. There are a number of versions that vary slightly so in the workplace you may have to get used to a version that is slightly different to what you may be used to.

MS Word is used to create, edit, and format written documents in the workplace, at school, and at home. Examples include personal and formal business letters, resumes, coversheets, and homework. Intermediate and advanced level knowledge of this software could lead to job opportunities since MS Word is used a lot in the workplace.

Tutorials

MS WORD 2016 Tutorial from GCFGlobal.org®

MS WORD 2010 Tutorial from GCFGlobal.org®

MS WORD Tips from GCFGlobal.org®

https://edu.gcfglobal.org/en/topics/word/

Microsoft Digital Literacy Certificate Tutorials 

Microsoft Word For Mac – The Mac version of Word is slightly different.The above tutorials will provide most of the information you need. There are some differences in functions and menus. You can access the Microsoft Office for Mac Quickguides here.

Powerpoint Tutorials

MS PowerPoint is a slideshow presentation that makes it easy to create, collaborate, and present your ideas in dynamic, visually compelling ways.

MS Powerpoint is typically used for creating presentations that you can connect to a TV or interactive screen to display for a large audience such as in meeting.

Due to the visual and easy way that you can present information quickly Powerpoint is also very useful the workplace for

  • creating videos for training and procedures
  • creating flyers and marketing material
  • creating ebooks
  • invitations
  • creating pictures and charts that can be used to convey messages visually rather than in a lot of text

Tutorials

MS POWERPOINT Tutorial from GCFGlobal.org®

MS POWERPOINT TIPS from GCFGlobal.org®

Microsoft Digital Literacy Certificate Tutorials 

Microsoft Word For Mac – The Mac version of Word is slightly different.The above tutorials will provide most of the information you need. There are some differences in functions and menus. You can access the Microsoft Office for Mac Quickguides here.