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Communicating Verbally with Customers - Level 3


Price is per online user of this course. Applicable EU VAT is added.

Having effective verbal communication with customers is vital in any role, as it will help to provide a favourable image of the organisation.

It is important to understand the different types of signals that customers use to show how they are feeling.

This Communicate Verbally course, from the Customer Service Level 3 suite of online courses, is mapped to UK National Occupational Standards D/506/2119.

See below for further information.

Sold By: Global Vocational Skills


The course is completed via a five-stage learning process:


i-Practice is a unique tool that simulates real world vocational activities in a virtual environment, bridging the gap between traditional textbook and workshop learning, enabling the development of practical skills.  It consists of two elements:

i-Practice (Training):  This guides you through a virtual activity with full instruction allowing you to acquire the necessary skills though the repetition of tasks.

i-Practice (Assessment):  This allows you to test your comprehension of the content.  You undertake the same activity as before but without instruction.  This enables you to apply what you have learnt, test your ability and set a benchmark to improve upon – ultimately working towards being job ready.


i-Ask provides core knowledge delivered through visuals, text and audio


iCheck reinforces your comprehension with informal testing and clear results – helping you identify strong and weak areas of understanding

i-Test This is formal testing which summarises your results

Course Objectives

On completion of this topic you will be able to:

  • Understand how to communicate verbally with customers and explain the importance of effective communication in customer service
  • Explain how tone of voice, choice of expression and body language can affect the way customers perceive their experience and explain why ‘customer service language’ is used, and describe different questioning techniques that can be used when communicating with customers
  • Describe verbal and non-verbal signals that show how a customer may be feeling and the types of information needed when communicating verbally with customers
  • Use customer service language to communicate with customers, identify customer’s wants and priorities and listen ‘actively’ to what customers are saying and communicate clearly, concisely and professionally with customers’ and use a tone of voice and expression that reinforces messages when communicating with customers

Course Content

i-Act: Understand How to Communicate Verbally with Customers

i-Ask: Effective Communication in Customer Service
i-Ask: Communicating Effectively with Customers
i-Check: Effective Communication in Customer Service
i-Check: Communicating Effectively with Customers
i-Test: Effective Communication and the Customer Experience

i-Act: Be Able to Use Customer Service Language to Communicate with Customers

i-Ask: Using Customer Service Language to Communicate
i-Check: Using Customer Service Language to Communicate
i-Check: Maintaining Organisational Standards,Policies and Procedures, Laws and Ethics
i-Test: Using Customer Service Language to Communicate

Organisational Licensing

The suite of Health and Social Care courses is available as an organisational licence – please enquire for details by emailing enquiries@elearningmarketplace.co.uk or phoning 0844 854 9218.


For multiple purchase discounts or to find out if discounts are available on mixed course purchases please phone a customer advisor on 0844 854 9218.

Discounts are calculated during the checkout process.

Payment Options

The most straight forward method of payment is to select the number of users you require and add the product to your shopping cart by selecting Add to Cart. You will then be able to make payment using most credit and debit cards or a Paypal account. If you would like to pay by BACs transfer or by invoice please contact a customer advisor on 0844 854 9218 or email enquiries@elearningmarketplace.co.uk.

Additional information







Available for immediate enrolment



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