Unit 2 - A People Business

Section 3 - Staff and their communication with customers

The most important resource that an organisation has is its staff.
You need to know how staff can be utilised to ensure that all
customer needs are provided for. You need to understand what
expectations an organisation should have of its staff and how these
expectations can be met. These are:
• how staff should communicate with customers on both a verbal
and non-verbal basis
• the impact of technology on methods of communication
• what procedures are in place if staff do not communicate
appropriately with customers, and customers become dissatisfied
• how the overall image of the organisation is maintained.