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Customer Contact Clerk Training Guide

This document outlines 3 projects for an assessment involving customer service skills. Project 1 involves demonstrating customer handling abilities such as communication, addressing complaints, and developing product expertise. Project 2 focuses on operational planning, recording financial information, and using workplace data. Project 3 requires producing a Microsoft Word document and operating basic computing packages. The candidate must complete all 3 projects within 3 hours during the assessment.

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19 views3 pages

Customer Contact Clerk Training Guide

This document outlines 3 projects for an assessment involving customer service skills. Project 1 involves demonstrating customer handling abilities such as communication, addressing complaints, and developing product expertise. Project 2 focuses on operational planning, recording financial information, and using workplace data. Project 3 requires producing a Microsoft Word document and operating basic computing packages. The candidate must complete all 3 projects within 3 hours during the assessment.

Uploaded by

meymuna
Copyright
© All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd

Ministry of education

Sector- economic infrastructure


Sub sector- business and finance
Occupation: customer contacts work support L-II
Candidate’s package
Candidate name
Registration number
Name of assessment center
Name of training provider

Project information

Giving the necessary tools, equipment and information, you are expected to perform the
following project. The assessor should ask oral questions on which he/she is not
satisfied by your performances.

Assessment venue: well equipped assessment center or real work place total time for all
projects 3:00 hrs.

Project 1: customer handling and delivering service (1 hour)

Project 2: perform operational plan, information and financial records (1 hour)

Project 3: operate computing packages and produce simple word document (1 hour)

Project 1: customer handling and delivering service (case)

Nazret textile factory produces quality clothes like T-shirts, shorts, and shirts etc. the
sales office has many branches; each branches has their own customer contact
workers. The branch officer is responsible to establish contact with customers,
process customer’s complaints and communicate effectively with customers.
Assuming that you are assigned as customer contact clerk in one of the branches,
demonstrate the following tasks.

Task 1.1 demonstrates the customer contact activity.


Task 1.2 demonstrates written skills of communication.
Task 1.3 demonstrates the interpersonal skills to deliver service to customer.
Task 1.4 demonstrates the common complaints of customers.
Task 1.5 demonstrates sources of information required to develop product expertise.
Project 2: perform operational plan, information and financial records (case)

The Ethiopian insurance corporation customer contact officer doing the various insurance
coverage activities to perform such activities effectively planning of every day’s

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operation properly recording of the financial matters, gathering relevant information
related to workplace activities and use the information in a systematic manner is very
essential. Assuming you are the member of the organization and work towards the
achievement of the corporation plans, the following tasks should be done.

Task [Link] the contingency plans required.

Task [Link] the requirements of financial records to be valid.

Task 2.3. Demonstrate the work place information used.

Task 2.4. Demonstrate the multiple information processing systems needed.

Project 3: operate computing packages and produce simple word document.

Task 3.1 produce simple word document

Business report

A proposal report seeks approval for a particular ideas or project. It describes the ides,
says why it is good idea and says why it should be accepted. It usually also outlines
the work to be done, sets a schedule and estimates the costs. The main aim of a
proposal reports is to persuade the reader that the idea is a good one. Those who
approve a proposal still want to know whether it is on schedule and within the agreed
budget, etc. and if not. A progress report therefore reviews an existing project.

GG

Good Day

Instruction:
1. Type the above paragraph with spacing 1.5
2. Copy the paragraph two times save under the directory C or D by creating folder in
your full name with file name ‘’Business Report’’
3. Change the title to UPPERCASE font Arial black font size 18
4. Drop caps the first letter of the first paragraph with 4 lines and paragraph two divide
it in to four columns with lines in between.
5. Insert any picture from clip art and make as background in the middle of paragraph
three
Task 3.2 English business letter writing

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Read the content of the letter very carefully and type them by re-arranging and adding
all necessary parts of a business letter use modified blocked letter style.
 Your company: General Consults//[Link] 356//Addis Ababa.
 Use current date
 Inside address: Addis Business Training Center// [Link] 909// Addis
Ababa// Attention to W/ro Birtukan Regassa//CC to finance department and
ICT Department//Enclosure 1 page.
Body of the letter
Thank you for the fine list of ideas that you sent to us last week. We are
grateful to you for them.

Members of the planning group of the ‘’school of the screen’’ have gone over
your suggestions with great care. We think so highly of four of them that we
wonder whether you could come to Gondar to discuss them with us.

Our planning group meets at ten o’clock each Monday morning. (Attached the
schedule). Please let us know whether it would be convenient for you to meet
with us sometime within the next three or four weeks.
Complementary close//Genen Mekuria//Program Director

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Common questions

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Proficiency in computing packages allows individuals to efficiently create, format, and manage documents, enhancing the quality and clarity of business communication. It enables the use of advanced formatting and design tools, which can reduce errors and improve the presentation of information .

The process includes typing the specified paragraph with 1.5 spacing, copying it twice, saving it in a directory named after the trainee, and changing the title to uppercase Arial Black font. Additional tasks include inserting a drop cap for the first paragraph and dividing another paragraph into columns, with a picture as background in a later paragraph .

Key components that validate financial records include accuracy in data entry, adherence to standard accounting principles, regular audits, thorough documentation, and cross-verification with transactional data to ensure every entry is correctly recorded and justified .

Processing multiple information systems is vital to integrate different data sources, improving decision-making and operational efficiency. It supports comprehensive analysis, fosters cross-departmental communication, and enhances strategic planning by providing real-time, accurate information .

Written communication skills are crucial in customer service roles for documenting interactions, managing inquiries efficiently, and maintaining clear records. They ensure messages are clear and professional, minimizing misunderstandings and improving customer satisfaction .

Interpersonal skills facilitate effective communication, empathy, and rapport-building with customers, crucial for understanding their needs and resolving issues. Demonstrating these skills includes actively listening, responding empathetically, and providing clear, concise information .

Contingency plans can enhance operational efficiency by preparing the organization to handle unexpected events without significant disruption to daily operations. They ensure that essential functions can continue and help minimize financial loss, maintain service delivery, and improve response time to unforeseen situations .

Major customer complaints include product quality issues, delivery delays, and unsatisfactory customer service. Addressing these effectively involves swift acknowledgment, investigating causes, providing solutions or compensations, and implementing preventive measures to improve service .

The critical tasks for a customer contact clerk include demonstrating customer contact activities, showcasing written communication skills, utilizing interpersonal skills to deliver service, addressing common customer complaints, and identifying sources of information necessary to develop product expertise .

A formal business letter in modified block style should include the sender's address and date aligned to the right, with the inside address, attention line, and salutation on the left. The body is justified, and the complementary close along with the sender's name and title follow on the right .

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