CUST105: Unit 3 Short Writing Exercise: Customer Service Skillsets


Prepare a 300-500 word document as if you were the manager of a customer service department orienting new employees on the best practices in telephone and computer communications, as well as team work effectiveness and personal development. Based on this unit’s readings, what are the key suggestions you would offer to help your new employees be effective in their positions?


Customer service involves working with a wide range of customers with varying needs and attitudes. It is your main duty to treat the customers with respect at all times, regardless of their way of responding to you. Customers are the individuals who decides whether or not our business rows. It is therefore our duty to ensure that our customers’ needs are met. Customers at times become irate and as such become angry when a product or service was faulty. Even though customers may seem angry with you, they are not; so it is important that you do not take their frustrations personal, as they are referring to the business in general. Never shout or become angry with the customers, but try to show them empathy and try understanding the problem from their point of view. Customers are able to interpret your verbal and nonverbal communication and gestures; as such, you should try to remain focused and professional at all times. Speaking of communication, it is not professional or acceptable to use slang when dealing with customers. Be polite and friendly with customers at all times. Remember that you are the face of the business, so it is therefore your duty to ensure that customers are satisfied with our products and services in order for them to remain loyal to our business and also to be able to recommend us to other potential customers. If you are unable to assist a customer with a certain request or problem, then it would be best to pass the customer onto someone who has more knowledge or information about their desired product or service. Never hang up on a customer and ensure that you are able to solve their problem instead of having an unsatisfied customer. Your personal solutions may not always work with solving customer problems, so it would be wise to be able to adopt to new ways of dealing with and solving customer problems.


Hi Kym

You make some valid points in your post but the formatting makes it a little difficult to follow. Using paragraphs to break up the information by topic and including headings would make it easier to find the important parts.

You give valuable reminders of the important themes, such as respect for customers but could think about giving more specific guidance. Remember that this is supposed to be an orientation or induction document for new staff.

Posting on the forum gives only limited control over layout, you might want to consider preparing your documents in a word processor and posting a link to a version stored online. Here’s a link to my attempt at this exercise from when I took this course. This is a pdf stored on Google Docs. Using pdf means that the document keeps the format I planned. Notice that although it might seem a lot longer than your post, it is still within the 300-500 word limit.


Best Practices for Communicating with Customers

  1. Customers cannot see you - they can only hear you.

  2. Keep your tone even and upbeat - customers can sense when you are frustrated and angry

  3. Keep it simple - information overload will cause important information to be missed

  4. You are not alone - use your team to help you if you are stuck on something

  5. Keep your own emotions at bay - your own frustrations will only irritate the situation

  6. Customers are not angry at you - they are angry at the situation - do your best to help fix it

  7. Empower your customer by letting them help you reach the final goal - it creates a real satisfaction to reach the finish line together

  8. When you are talking on the phone smile - your customers can hear it

  9. If you think the customer venting will allow them they be more productive - let them vent

  10. before trying to fix an issue ensure you understand it - verify in your own words what you think the customer is needing help with - there is nothing worse then spending an hour with a customer to realize you are going in the wrong direction because you didn’t fully understand what the customer was seeking

  11. Be patient - things are not going to happen in a flash - make it to the finish line but don’t rush getting there - go easy with your customer as it will leave them more satisfied


I would list points i wanted to cover during the meeting. I would inform the new hires that taking messages, and solving problems over the phone requires patience. Try and keep the distractions to a minimum. Listen to what is being said. Do not assume you know what the customer wants.
Working on the computer, read the whole message, do not skip ahead. Again keep the distractions to a minimum.
On team work i would place someone the leader of the team. I would also say if one member of the team is falling behind I would want the team to help pick up the pace and that can be accomplished better as a team
I would then tell the service workers that what happens at work stays at work and try very hard not to take your problems home. Take the breaks and return refreshed.


I will orient the team members on the importance to clear communication to customers and then share with them tactics regarding telephonic conversation. Such tactics include listening carefully to them, making them feel that they are being listened to, conveying clear and accurate information to them, keeping in view their level while talking to them and transferring them to other relevant person if they need more information or clarification.
While orienting them on team work, I will explain how each member is an important part of the team. If one member fails the whole team fails and therefore, they have to sink or swim together.


The customer is the key to the success of the business and customer service workers are the first line of contact whenever a customer is in need of service, clarification and or queries. In our modern developed world, the telephone and computer communications is largely adopted form of communication, due to distance, convenience and cost. The following tactics in telephone communication should be applied;-

  1.  Identify customer problem by focusing on specific words spoken and the tone in their voice.
  2.  Use a calm, friendly voice to convey warmth and concern.
  3.  Quickly discern customer issues, describe viable options and pick a suitable resolution with the customer’s participation.
  4.  If you must transfer a customer to another colleague, ask for their permission and make sure to introduce them to avoid the customer repeating the process again and don’t forget to thank them for their patience, apologize for any delays.

As for the computer communications which includes, e-mail, social media posts, blogs and other online platforms. The customer service worker can apply the following best tactics and etiquette;-

  1.  Construct a message that is concise yet comprehensive.
  2.  Use template copy to avoid ambiguity and unnecessary mistakes.
  3.  Get to the point quickly clearly and without clutter.
  4.  Use descriptive subject headings.

For overall success of the team. The members must observe the three basic components of team work;-

  1.  Sharing a common vision/mission.
  2.  Each member complimentary skills.
  3.  Forming interpersonal skills.

Customer service workers must invest in their own personal growth and professional development to increase their productivity. Self-motivation on the job and personal recreation after hours go a long way in maintain a healthy and productive team member.


As the manager, i will like them to know that their voice should convey warmth and concern seeking to always form a partnership with the customer and try as much as possible to make the customer feel part of the problem solving process.
They shold also use short bits of informstion and confirm that the customer has gotten the point brfore moving to the next point.


As a manager orienting new employees on the telephone and computer communications, these are some of the suggestion I would offer to help them in their job.

Telephone Communication
a. The first point is to use a friendly tone of voice to convey warmth and concern for the customer
b. CSW should be enthusiastic and able to quickly use a suitable solution to resolve customer needs.
c. Use short words and sentences when communicating on the telephone in order not to frustrate the customer.
d. Seek the customers permission before transferring a call, and explain the situation to the one receiving the call, to save the customer from repeating the same thing over and over again for solution.
e. When you need to put a customer on hold, check and update the customer on progress after every 30 seconds so the customer doesn’t feel ignored or hang up.

Computer Communication
a. Messages should be brief, yet must clearly convey important detail while maintaining a cordial tone.
b. Take some time to read through the message and double check for errors to avoid miscommunication.
c. CSW must also carefully consider how to open and close messages. Always use a simple opening and closing remarks.

CSWs should always ensure effective communication and coordination among themselves to propel an overall excellent customer service.

They should complement each other and bond together as people with common goal and vision for the good of the team and the company at large.

They should find ways of resolving their differences or conflicts without allowing it to affect customer relations.


Dear employees!

The job of a customer service specialist often involves such types of communications as telephone, e-mails and working in a team. I would like to give some insight into these activities.

Telephone communications:

  • The tone of your voice should be friendly and project your dedication to the customer. Offer an apology for any delay of a conversation.
  • Use short phrases and sentences. Try to match your volume, vocabulary and speech rate to those of a customer.
  • If you should transfer your customer to someone else in your team, first explain the reason of transfer to your customer, ask for a permission to transfer. Be sure, your colleague is aware the customer’s problem. Introduce them to a new contact and convince a customer, that a solution will be figured out at the soonest.

Computer communication:

  • Use succinct sentences yet clearly describing the issue
  • Create a template and personalize it as necessary
  • Think of how to open and close your message
  • Use a descriptive subject handing, get to the point, check the letter before sending it.

Working in a team could be enriching yet complicated experience. Three main components of an effective teamwork are common vision, complementary skills of each team member and interpersonal bonds. The best way to succeed in a team work is to help your colleagues display their best features.

And in all these activities - please, don’t forget about yourself - your health and well-being. A good co-worker is a healthy co-worker. Allocate some time for yourself, when working. On your way home it is better to set aside all the problems of the day and save yourself for the next beautiful working day in a challenging world.


Customer Service Skill Sets

Key aspects as a customer service provider:

Customer services provider’s duties involves communicating with the customer. The end result should be a satisfied customer. I’ve listed several key points to attain a pleasant and satisfying customer experience. By following the outline, you should be able to effectively create a good experience for yourself and your customer.

When speaking over the phone, proper rate of speed, volume and tone that conveys competency and politeness. This offers the customer a chance to relax and perhaps mimic your tone.

Ask for permission when placing a customer on hold to give them a chance to agree. This allows the customer to remain patient since they have agreed to hold. When returning to the phone, apologize for any delay so the customer feels your concern. Also thank them for their patience.

Assure them that you will help them with a solution for their problem. This lets the customer know that you are willing to work with them through their problem.

When writing emails be brief, clear and precise while maintaining a friendly tone. Use a template when possible to avoid extra work, typos and misinformation. Reread your message and check for errors and tone. By using a template and going over the message several times, you feel confident the customer will respond favorably.

When working as a team remember the standard process of forming, storming and norming. This allows for development in a team. Work with the interest of the team in mind. Help resolve conflicts which will result in accomplishing more.

Remember to take care of yourself for optimum productivity. Rest when necessary, keep negative emotions in check. Create time for relaxing and activities that promote well being. Your health is important in order to keep you at your best when working as a customer service provider.

  1. for the best practices in telephone and computer communications.
    i will inform the to be polite and patient and never forget that cusmer only need respect and helpful service . so listen carefully , be alert , remind them to smile and use friendly tone . if they have to transfer the customer to another representative , they should ask the customer for permission and introduce him to whom he will be transferred and assure him that the other representative know his problem so the customer don’t need to repeat his problem to the new Representative . and if you have to put the customer on hold , remember every 20 - 30 secs to inform your customer a bout your update progress , at the end thank your customer and apology for any delays .
    . i recommend them to use template copy when the message the customer and adjust it according to your needs . keep your message concise yet comprehensive and use descriptive subject headings .
  2. the basic components of the team work , first they should share the same vision and a good leader will direct them to that mission \ vision .second ,their differences opinions and vision are valuable ( complementary skills ) . third, their bonding .
  3. the should pursue their personal development and growth . organize their time , and letting go all work concerns behind them once they finish their work .


For every new employee, the need to guide them on their new job is vital. As such, understanding that their work as Telephone and telephonic communications agents isn’t limited to only these gadgets but can include many different types of equipment and connecting platforms. It should be at the back of their minds that in the absence of visual cues, their voice and the voice of our customers become the essential medium of communication.they need to understand the proper rate of speed and volume to converse with a customer, with a tone that conveys commitment and competency. Some things the employee should know may include but not limited to the following points

Ask for permission from customers before placing them on hold, initiating a
transfer, and connecting them with a new service representative. Introduce them
to the new contact, and inform them that you have explained their problem to the
new representative.

Be sure to thank your customers for their patience, apologize for any delays, and
assure them that a solution to their problem is on its way.

The employee should know that team formation phases include FORMING, STORMING AND NORMING.
A common vision requires strong leadership providing a direction for the organization
and your team to follow—a guiding principle or a mission statement. Before cohesion can be achieved in a team, there must be clearly defined duties, interim mileposts, and
expected end goals. Remembering the strength of the group does not necessarily come from the similarities of a single member of a team, but the combined contribution of each member’s differences. For the full benefits of team dynamics, creativity and differing opinions are not only valuable, but also essential. An employee should always carry in his or her mind that
A diversity of skills and perspectives among team members helps create a
dynamic team.
A standard process in team development includes forming, storming, and
If you can work for the best interests of the team, and help to resolve team
problems and conflicts, you may be recognized and rewarded for your efforts

if an employee understands that he or she can be most effective as a customer service provider by maintaining an objective detachment, but by also remaining focused, alert, understanding, caring, unemotional, and—most of all—patient, it will serve as a guide when on the job. Effective workers need to collaborate with their employers to ensure they take the proper steps for time management and productivity. Sufficient rest periods every 90 minutes can keep workers at maximum efficiency. Workers should beware of allowing negative emotions at the job place to affect their well-being. Creating time for relaxation and other activities can help a person rejuvenate and keep a healthy perspective on work and life.

These outlined issues will in no small measure keep an employee on track and provides a reminder each time he or she is going outside the radar.


The first impression that a society gives is often decisive. For our customers, partners or future, this first contact will often be on the phone. A poorly organized reception can have a disastrous effect on the image of the company. Because this channel of communication concentrates, alone, requests for information and quotes, orders or complaints from dissatisfied customers. Everything, or almost everything, goes through the phone.
Use the tone of voice and the careful selection of words to communicate with our customers. We should use a calm and friendly voice to convey the warmth and look for concerns as always to form a partnership with customers to find a solution to their problems. The tone of our voice should project our dedication to the customer with enthusiasm and skill.We should speak clearly using a normal volume, with short words and phrases so as not to overwhelm the potentially frustrated and anxious customer.

Customer service involves working with a wide range of customers with different needs and attitudes. It is your primary duty to treat customers with respect at all times, so it is our responsibility to ensure that our customers’ needs are met.
Customers sometimes get pissed off and as such become angry when a product or service is defective. Even though customers may seem angry at you, they are not; it is therefore important that you do not take their personal frustrations because they refer to the business in general.
The team that works best can be made up of a diverse group of different skills but complementary to the group effort. You will quickly notice that each member of your team brings something unique to the group.
Remember the strength of the group does not necessarily come from your similarities, but the combined contribution of each member’s differences. An effective team must unite in a common support to the vision and mission of the company


Here some information for customer service workers.
When talking on the phone:

  1. Be friendly, calm and use proper words carefully. Smile, when you talk to customers, as they can sense your emotions easily.
  2. Don’t interrupt person, give him opportunity to tell his story and then use extra questions to make sure you understand everything properly.
  3. Do not rise your voice, be patient and sympathetic, do not lose your temper.
  4. When you put your customers on hold, always ask them before you do it and do not make them wait too long. Be sure to check every 20-30 seconds with update on your progress. When you come back, say thank you for waiting.
  5. When you need to transfer your customer to someone else in your team ask him for permission to do so. Then contact representative and inform him about customer issue. Be sure to apologize for delay to a customer and finally transfer him.
    When using the internet:
  6. When writing an email be brief, clear and use a cordial tone.
  7. Use template copy where possible to avoid unnecessary work and mistakes.
  8. Before sending your message use time to check it for spelling and grammar mistakes, or inaccuracy.
    When you work as a part of team:
  9. Appreciate another people’ abilities, loyalties and commitment to individual and group success.
  10. Remember that different opinions are beneficial for company development.


As their manager,i will make them to understand that,they should always thank their customers for their patience,and also apologize for any delays and assure them that a solution to their problem is on its way,because without them the company wont move…And that the internet is a valuable tool for searching out answers to issues they may be working with,as well as developing your own career and also by using template copy where possible that has been customized and tested,so as to avoid unnecessary work,typos,ambiguities and misinformation… i will also let them know that,if they can work for the best interests of the team and help to resolve team problems and conflicts,they may be recognized and rewarded for their efforts…And they should also create time for relaxation and other activities,so as to help them rejuvenate and keep a healthy perspective on work and life …

  1. Adopt a Positive Tone
    Projecting an enthusiastic, natural, and attentive tone while on the phone can help a customer feel comfortable during a conversation.
    When you answer the phone, smile as you greet the person on the other line. Although it may be a bit of a cliché, a smile can truly be heard through the telephone. Smiling as soon as you connect with the customer will begin the interaction positively and create room for a productive and friendly exchange.
    Also, be aware of your vocal qualities throughout the call. Control your rate of speech, your pitch, and your overall timbre. The average individual speaks at a pace of 130 to 150 words per minute. Match this rate while on the phone.
    Anything faster will be difficult for the customer to understand while anything slower will give the impression that you are slow and lazy.
    Try timing yourself in order to ensure that the rate at which you’re speaking falls into the 130 to 150 words per minute range. Keep the pitch of your voice in mind while you’re on the phone as well.
    A high pitch connotes youth and often fails to suggest an authoritative image. Meanwhile, a low pitch can sound harsh, especially over the phone. Find a middle ground, and always vary your inflection in order to make yourself sound natural and interested. A monotone sounds boring and unenthusiastic.
    Controlling these factors and smiling will ensure a positive tone on the telephone and will greatly improve your customer service skills.
    ________________________________________2. Clear Enunciation
    The ability to understand what someone is saying on the phone separates a productive conversation from one filled with tension.
    Whenever you are on the telephone, speak clearly. Enunciate and use simple words and phrases. Don’t use overly complex vocabulary or jargon.
    The last thing you want to do is confuse the customer on the line or make them feel inferior. Also, avoid slang and filler words. Saying things like “dude,” “yeah,” and “um” will detract from the quality of the interaction, making constructive problem solving harder to attain. If you have a tendency to use filler words such as “um” or “like.” practice taking a pause instead.
    Chewing gum or eating during a conversation can also lead to mumbled speech so avoid both of these practices in order to optimize your customer service.

  1. Be Sincere
    Starting with the greeting, conversations over the phone must be sincere. Say hello and be genuine. Try to avoid scripted greetings as most sound artificial and inauthentic.
    Include the company’s name, your name, and offer your assistance as soon as you answer the phone. If you’re receiving a transferred call or if you’re working on the switchboard, state the name of the department you are a part of in order to give the client the appropriate information. Doing this will ease the customer into the exchange and let them know that you are calm and ready to help.
    Once you’re in the middle of the conversation, give the person on the other end of the line genuine answers. Be sure to word these in a positive manner, as you don’t want to inject any negativity into the exchange.
    Avoid phrases such as “I don’t know,” “I can’t do that,” or “Just a second.” Specify how long completing a task will take, and state what you can do rather than what you cannot.
    Answering a customer’s questions with sincerity and positivity will not only satisfy them by the end of the conversation but will also help calm an angry caller.

  1. Use Their Name
    As soon as you receive a customer’s name, use it.
    Write down the individual’s initials in order to “monogram” the call. This will help you remember the client’s name and will personalize the call for you.
    While you should use the customer’s name, don’t abuse it.

Include it naturally throughout the conversation. Also, don’t be afraid to ask them for the proper pronunciation. Most customers will appreciate this gesture. Get the spelling correct, too.
Callers will value the personal touch you provide with a name.

  1. Leave the Customer Satisfied
    As with most things, finishing a conversation on the right note can create lasting positivity and a satisfied customer.
    In order to achieve a great ending to a telephone call, make sure that the caller understands the information you passed along before you hang up. Ask the customer, “Is there anything else I can help you with?” Answer any final questions he or she may have to ensure complete comprehension and satisfaction. Also, provide any information that the customer might need in the future. If he or she needs to call back, share optimal contact times and whom he or she should call.
    Once all of the necessary information has been shared, finish the call in a friendly manner. Say, “Have a nice day” or, “It was nice talking with you”. This will let the customer know that you happily helped them and that you would be willing to aid them again in the future.
    Finishing a conversation in a positive manner can transform what may have started as an angry phone call to a pleasant experience for the customer.

In Summary
Effective telephone communication skills result in more productive relationships that lead to better customer service and perhaps increased sales.
Whenever you’re handling clients over the phone, remain positive and do all that you can to satisfy them. Empathize with them when necessary and be personable.
Customers will certainly recognize when they’re being treated with courteousness, care, and consideration, which will translate to repeat business.


As a manager working in delivering my customers valuable service or product that as a manager willing to distinguish the organization from othe competitors, customer service employees make the big difference and the frontline of our singificance in fulfilling our overall objectives.
Hiring and developing those customers regarding channels of communication weather it is telephone or computer and how to coordinate as a team to get best and effective results as follow;
Telephone communication

  • to speak at proper rate of speed and volume with a tone that conveys commitment and competency. Thank customers for their patience.apologize for any delays assure them that a solution to their problem on the way.for transferring to someone else perhaps the supervisor or specialised service workers with few preliminary steps such as ask their permission to do.

  • e- commerce communication is another important method of contacting customers
    So to be successful e-communication should be brief yet clearly and succinctly convey important details, using template copy where possible to avoid wasting of time,typos, ambiguities and misinformation. Pause for a little time before sending or posting your messages and double check for errors.

  • working well to create an effective team may be one of the most challenging aspects at a workplace.
    Three primary components of effective team are as follow
    A. Common vision
    B. Complementary team
    C.bonds that holds team together.

Other important aspect that a new employees should know about team work is

A. Diversity of skills help creat dynamic team
B. work for the best interest of the team and help to resolve team problems and conflicts.


If I was a customer service manager and had to talk to new employees on telephone and computer communications, and teamwork effectiveness and personal development, I would welcome them to the company, explain the policy and mission statement. Explain the job and what it entitles, since customers can’t see them , the voice is a customers medium of communication. You should speak at a proper rate and tone that conveys commitment and competency. Let them know when you put a customer on hold, ask their permission be sure to thank them for the patience, and apologize for any delays and assure them that a solution to their problem is on the way. Teamwork is important and working well together to create an effective team may be one of the most challenging aspects of a workplace, there are three components of an effective team : common vision, complementary team member skills, and perspectives among team members helps create a dynamic team. Team development includes forming, storming and norming. If you can work for the best interests of the team and help to resolve team problems and conflicts, you may be recognized and rewarded for your efforts.


The most frequent complaints about new employee orientation are that it is overwhelming, boring, or that the new employee is left to sink or swim. Employees feel as if the organization dumped too much information on them which they were supposed to understand and implement in much too short of a time period.The result is often a confused new employee who is not as productive as he could be. He is also more likely to leave the organization within a year. This is costly to both the employer and the employee. Multiply this by the number of employees that you hire each year and the cost of turnover becomes significant.
With an ongoing labor crunch, developing an effective employee orientation experience continues to be crucial. It is critical that new hire programs are carefully planned to educate the employee about the organization’s values and history and about who is who in the organization.
A well thought out orientation program, whether it lasts one day or six months, will help not only in the retention of employees but also in the increases in employee productivity. Organizations that have good orientation programs get new people up to speed faster, have better alignment between what the employees do and what the organization needs them to do, and have lower turnover rates.