Service and Delivery

Knowledge Element: Communicate with customers

Definition of Knowledge Element:

Know how to communicate effectively and efficiently with a customer taking the customers preferences into account.

A very brief summary of the Knowledge:

The main element in customer communication is empathy. Whilst in many cases it is impoatant to try to pass on some information to the customer in such a way that the customer can understand this information, it is also very important to listen. Always show respect for the customers point of view and attempt to understand what the customer is particularly interested in.

Select the text below for further study material:

Seven principles of good communication

A summary of expert opinion:

The knowledge named 'Communicate with customers' is considered to be very important.
In addition, the knowledge is thought to be quite difficult to replace, it is mostly learned from experience, and Between 60% and 85% of Group are Experts.
It is also knowledge mostly used generally, and completely stable knowledge.
See Parameter table below for more detail.

Risk:

This knowledge element has a risk value of 4.33, whilst the average risk for the whole knowledge structure is 4.862. Consult the RISK page for more details.

Knowledge linked by learning dependency:

Postrequisite knowledge implies that Communicate with customers must be understood before for a person can gain a full understanding of the knowledge listed in the top row of the Linked Knowledge table.

Communicate with customers has no prerequisite knowledge items and is therefore known as a leaf node. A leaf node is knowledge that has not been investigated further when the map was constructed.

Parameters assigned for Communicate with customers.

People Involved with Communicate with customers: