English Language for Customer Service Workers

Technical Education and Skills Development Authority

NATIONAL LANGUAGE SKILLS CENTER

Unit of Competency Apply Verbal and Non-Verbal Communication Skills
as Customer Service Worker

Learning Outcome 2 Apply interpersonal Skills

Interpersonal Skills

What are interpersonal skills and why are they important in the
workplace? Interpersonal skills, also known as people skills or soft skills
or emotional intelligence skills, are related to the way you communicate and
interact with others.

When employers are hiring, interpersonal skills are one of the top criteria used
to evaluate candidates. Regardless of the type of job you have, it’s important to
be able to get along well with co-workers, managers, customers, and vendors.
Strong interpersonal skills are essential for succeeding in today’s workplace.

Interpersonal skills are sometimes called employability skills. The word
“employability” is the tip-off about the importance of interpersonal skills:
they’re so crucial that hiring managers really don’t want to hire candidates
without them.

Top Interpersonal Skills

1. Communication
One of the most important interpersonal skills in any job is communication.
Whether you work in IT, customer service, construction, or any other industry,
you will need to be able to communicate clearly and effectively with others. You
will have to interact with others through oral and written communication. Some
jobs also require skills in effective public speaking.

2. Conflict Management
Whether you are a manager or an employee, you will likely need to resolve
conflicts at some point in your job. This might involve solving an issue between
two staff members, between yourself and a colleague, or between a client and
your company. You will need to be able to listen fairly to both sides and use
creative problem solving to arrive at a solution.

3. Empathy
Part of being a good manager, employee, and colleague is the ability to
understand and show empathy for others. If a customer or colleague calls with
a complaint, for example, you will need to listen thoughtfully to the person’s
concerns, and express compassion for their issue. Empathy is an important
skill that will help you get along with everyone in the workplace.

Competency-Based Date Developed: Document No. WB-EPCSW-01
Learning Workbook August 30, 2021
National Language English Proficiency for Issued by: NLSC Page 101 of
Skills Center Developed by: Revision No. 114
Customer Service Wilma R. Malones
Workers Leilanie U. Unciano

Technical Education and Skills Development Authority

NATIONAL LANGUAGE SKILLS CENTER

4. Leadership
Even if you are not a manager, it is important to have some leadership
experience and ability. Leadership requires being able to motivate and
encourage others and help a team achieve success.

5. Listening
Listening is a skill that goes hand in hand with good communication. While you
need to be able to express your own ideas, you also need to thoughtfully listen
to the ideas of others. This will help your clients, employers, colleagues, and
employees feel like they are respected and valued.

6. Negotiation
Negotiation is an important skill in many jobs. Depending on the specific job, it
might involve creating formal agreements (or contracts) between clients, or
helping other colleagues solve a problem and determine a solution. To be a
good negotiator, you have to be able to listen to others, use creative problem
solving, and arrive at an outcome that satisfies everyone.

7. Positive Attitude
Employers want to hire employees who make the office a brighter place. They
want people with a friendly, positive demeanor. This doesn’t mean you have to
be the most social person in the office, but you have to be willing to develop
some sort of a positive rapport with your colleagues.

8. Teamwork
Even if your job involves a lot of independent work, you still need to be able to
collaborate with others. Teamwork involves a number of the skills already
mentioned: you need to be able to listen to others, communicate your own
goals, motivate your team, and resolve any conflicts that may come up.

Developing Your Interpersonal Skills

Without good interpersonal skills it is often more difficult to develop other
important life skills. It is therefore worth spending time developing good
interpersonal skills.

Unlike specialized and technical skills (hard skills), interpersonal skills (soft
skills) are used every day and in every area of our lives.
Improving and developing your interpersonal skills is best done in steps,
starting with the most basic, but vital:

1. Identify areas of improvement.
The first step towards improving is to develop your knowledge of yourself and
your weaknesses.

Competency-Based Date Developed: Document No. WB-EPCSW-01
Learning Workbook August 30, 2021
National Language English Proficiency for Issued by: NLSC Page 102 of
Skills Center Developed by: Revision No. 114
Customer Service Wilma R. Malones
Workers Leilanie U. Unciano

Technical Education and Skills Development Authority

NATIONAL LANGUAGE SKILLS CENTER

2. Focus on your basic communication skills.
Communication is far more than the words that come out of your mouth. It
covers the following:

 Verbal communication – what we say and how we say it;
 Non – Verbal Communication – what we communicate without words, for

example through body language, or tone of voice.
 Listening Skills – how we interpret both the verbal and non-verbal

messages sent by others.

3. Improve your more advanced communication skills.
Once you are confident in your basic listening and verbal and non-verbal
communication, you can move onto more advanced areas around
communication, such as becoming more effective in how you speak, and
understanding why you may be having communication problems.

4. Look inwards.
Interpersonal skills may be about how you relate to others, but they start with
you. Many will be improved dramatically if you work on your personal skills.

5. Use and practice your interpersonal skills
There are a number of situations in which you need to use interpersonal skills.
Consciously putting yourself in those positions, and practicing your skills, then
reflecting on the outcomes, will help you improve.

6. Reflect on your experience and improve
The final, but by no means least important, element in developing and
improving your skills is to develop the habit of self-reflection. Taking time to
think about previous conversations and other interpersonal interactions will
enable you to learn from your mistakes and successes and continue to develop.
You might, for example, find it helpful to keep a diary or learning journal and
write in it each week.

Customer Relations
Customer relations refers to the process used by the businesses to engage
with customers and foster long-term relationships with them. Right from
assisting customers with their day-to-day queries to creating long-term policies
that lead to customer success, customer relations encompasses a lot of
activities. When done right, it can lead to positive outcomes such as higher
customer retention, increased customer lifetime value and stronger customer
relationships.

Customer service involves providing service to customers before, during and
after a purchase of goods or services. It is assisting customers when something
goes wrong.

Competency-Based Date Developed: Document No. WB-EPCSW-01
Learning Workbook August 30, 2021
National Language English Proficiency for Issued by: NLSC Page 103 of
Skills Center Developed by: Revision No. 114
Customer Service Wilma R. Malones
Workers Leilanie U. Unciano

Technical Education and Skills Development Authority

NATIONAL LANGUAGE SKILLS CENTER

Refer to video clips
1. How to Book for Hotels and Restaurants
2. Product Presentation
3. Booking a Flight
4. Checking Out In a Hotel

Actual Workplace Simulation.

Sample Script: Office Simulation

Narrator : At the IS Department… Miss Jackie is busy studying the decision
tree. She is worried because there are bugs spreading in the whole
world. This is the I Love You virus. The phone rings…

Ms. Jackie : Good morning, this is Jackie, how may I help you today?
Manager : Good morning too Jackie, this is Jeffrey
Ms. Jackie : Oh, yes, sir,
Manager : I’m in pink condition today. But anyways, I would like to know if

the firewall is already activated?

Ms. Jackie : Yes sir, we activated it yesterday afternoon.
Manager : Good. It’s the end of the month and we are to evaluate reports. I

will call for a meeting tomorrow so that we can create and design
a new set of program for our computers to be safe from viruses.
Please scan the cookie it it’s in good condition.
Ms. Jackie : Ok sir, I will
Manager : One more thing Jackie, kindly instruct our technician to check
the shadow mask and CPU of my computer now. Seems that
there’s a problem. Tell him to debug after. I’ll use the other PC with
LCD Monitor. Ok?
Ms. Jackie : Ok sir
Manager : Thanks, bye
Ms. Jackie : You’re welcome sir, bye.

Medical Presentation
Duties and responsibilities:
1. DOCTOR

- giving orders
- prescribing medications
- performs surgery

- check ups
- checking interventions applied by the nurse/s

2. NURSE
- carry out Doctor’s order

Competency-Based Date Developed: Document No. WB-EPCSW-01
Learning Workbook August 30, 2021
National Language English Proficiency for Issued by: NLSC Page 104 of
Skills Center Developed by: Revision No. 114
Customer Service Wilma R. Malones
Workers Leilanie U. Unciano

Technical Education and Skills Development Authority

NATIONAL LANGUAGE SKILLS CENTER

- administer medication
- take vital signs
- give endorsements
- do charting and recording
- do nursing interventions

3. MEDICAL TECHNOLOGIST
- collects, prepares specimen for lab procedures
- do routine hematology, urinalysis, blood works
- do venipuncture and lab analysis needed in aiding the diagnosis of the
physician
- observe universal safety precaution on all lab works

Sample Script:
(one day at the TESDA Doctors Hospital…)

Nurses : ER! ER! There’s a VA pt coming!

Doctor : Check the vital signs!
Nurse 1 : I will check for the V/S

Doctor : Who’s the NOD? Please call the X-ray department and the

laboratory and prepare the pt for a CT scan, then ask for CBC
and RBS.

Med Tech : I will prepare the CT scan. I’ll be doing veni now results of CBC
and RBS will be stat.

Doctor : NOD, please get the ECG STAT and secure an informed consent
for the FC from the SOs.
Nurse 2 : right away doc!

(after the nurse got the ECG reading…)

Doctor : May I see the results of the ECG and the V/S?

Nurse 1 : here’s the result doc, the V/S are not stable, BP of 70/50, pulse

of 121 bpm, 32 cpm. ECG reading: atrial fibrillation.

Doctor : Ok, thank you! Now, administer dopamine 200 mcg at a rate of 20

gtts / min. There should be close monitoring for the V/S.

(after 5 min…)

Nurse 2 : the V/S are still unstable and there is a decrease in BP.

Doctor : Ok, give vasopressin at a rate of 10 gtts / min and Sodium

bicarbonate 400 mcg at 20 gtts/min. and report to me the results

after 5 min. Continue close monitoring q0 5 min.

(after 5 min…)

Nurse 1 : Doc, the V/S are now stable.
Doctor : Ok, now, continue monitoring q0 15 min. for 4 hours. WOF

cardiac arrest and then CPR PRN. And if there is (-) breathing, (-)
rr, check for the carotid pulse.

Competency-Based Date Developed: Document No. WB-EPCSW-01
Learning Workbook August 30, 2021
National Language English Proficiency for Issued by: NLSC Page 105 of
Skills Center Developed by: Revision No. 114
Customer Service Wilma R. Malones
Workers Leilanie U. Unciano

Technical Education and Skills Development Authority

NATIONAL LANGUAGE SKILLS CENTER

(at the Nurse’s station…)

Nurse 1 : Whoa! What a toxic day…
Nurse 2 : Yeah, you’re right! We started a shift with a toxic case.
Med Tech : I think we should be ready for MORE toxic cases to come. Let’s do
our endorsement sheet…

Hotel and Restaurant Management
Fine Dining Simulation

Duties and responsibilities:

Front of the house:

a. Cashier - generally handles money in cash, checks or cards

b. CSA - accommodates / welcomes the customers

c. waiter - takes orders from the customers

Back of the house:

a. Cook - prepares / cooks orders of customers
- maintains the cooking premises clean and sanitized

b. Bar attendant - prepares the drinks and desserts
- responsible in the quality of drinks (hot is hot, cold is cold)

Sample Script:

CSA : Good morning Ma’am / Sir, welcome to Triple J Restaurant, table

for how many sir?

Customer 1 : for 2 please

CSA : Which place would you like to sit sir, at the non-smoking area or

smoking area?
Customer 1 : Non-smoking please.

CSA : Ok sir, this way please.
Customer 1 : Thank you.

Waiter : Good morning Sir / Ma’am, here’s our menu. My name is Claire

and I will be your server for the day. Our appetizer for the day is
steamed corn in a cob brushed with butter, would you like to have

some first while thinking what to order sir, Ma’am?
Customer 1 : Ah, yes please.

Customer 2 : I’d like a cream of asparagus soup instead.
Waiter : Ok, Sir, Ma’am, I’ll get the appetizer for you… Are you ready to

order now sir? Ma’am?
Customer 1 : Yes, I would like to have alfredo with broiled chicken breast

dashed with fresh herbs.

Competency-Based Date Developed: Document No. WB-EPCSW-01
Learning Workbook August 30, 2021
National Language English Proficiency for Issued by: NLSC Page 106 of
Skills Center Developed by: Revision No. 114
Customer Service Wilma R. Malones
Workers Leilanie U. Unciano

Technical Education and Skills Development Authority

NATIONAL LANGUAGE SKILLS CENTER

Waiter : Yes sir, that’s a white meat, and may I know your order

Ma’am?
Customer 2 : I’ll have minced fettuccini in alfredo with medium rare t-bone

steak with mince mint and garlic. Kindly give us also fresh
vegetable salad with a thousand island dressing. For dessert, I’ll
have banana flambet in vanilla ice cream.

Customer 1 : I’ll have one goblet of white wine.
Customer 2 : In that case, I’ll have one goblet of red wine instead of the banana

Waiter dessert.
: Ok sir, Ma’am, may I repeat your order… 1 alfredo with broiled

chicken breast dashed with fresh herbs, 1 fettuccini in alfredo with
medium rare t-bone steak with minced mint and garlic, 1 goblet of
red wine and 1 goblet of white wine.

Customer 1 : Ok

Customer 2 : a glass of cold water please…

Waiter : Ok ma’am… here’s your order sir, ma’am… 1 alfredo with broiled
chicken breast dashed with fresh herbs, 1 fettuccini in alfredo with

medium rare t-bone steak with minced mint and garlic, 1 goblet of
red wine and 1 goblet of white wine… Do you have additional order

sir, Ma’am?

Customer 1 : None for now. By the way, we need an OR for this Miss…
Waiter : Ok sir, no problem, OR is at the counter, feel free to call my

attention sir if you need more assistance. I’ll be right at the
counter.

Customer 1 : Ok, thanks
Waiter : You’re always welcome sir. Von appetite sir, Ma’am…

Handling Customer Complaints

The Objective of Handling Complaints

Nearly every company receives a complaint from a customer at one point or
another. Handling a customer properly is critical to the success of a company.
An organization that handles complaints in the right way can increase
customer loyalty and improve its brand. Companies failing to address customer
complaints in the proper manner may harm the reputation of their business,
lose valuable customers and lose money. Understanding the benefits and
objectives of settling customer complaints can help a company develop and
implement a proper system to handle complaints.

How to Handle Customer Complaints

1. Try to remain calm when dealing with a complaint – even if the
customer becomes irate or confrontational

Competency-Based Date Developed: Document No. WB-EPCSW-01
Learning Workbook August 30, 2021
National Language English Proficiency for Issued by: NLSC Page 107 of
Skills Center Developed by: Revision No. 114
Customer Service Wilma R. Malones
Workers Leilanie U. Unciano

Technical Education and Skills Development Authority

NATIONAL LANGUAGE SKILLS CENTER

Your ultimate aim is to turn their negative experience into a positive one,
but arguing back will only make the situation worse.

2. Complaints should always be resolved as quickly as possible.
The aim is to make the customer feel as though their problem is being
treated as a priority, without being rushed.

3. Keep comprehensive records of all customer complaints, from the
initial problem to the eventual solution.
You can then periodically assess these records, identifying any common
complaints, and taking steps to improve company processes.

4. All customer-facing staff members should be trained to deal with
complaints.
If possible, give your employees some authority when it comes to issuing
refunds or other consolatory gestures. Forcing the customer to wait for a
manager can make a bad situation worse.

Writing Application Letter and Resume

Writing Application Letter

A cover letter is a single-page letter that you include with your job application.

The purpose of a cover letter

When writing a cover letter, you should:
 introduce yourself
 mention the job (or kind of job) you're applying for (or looking for)
 show that your skills and experience match the skills and experience
needed to do the job
 encourage the reader to read your resume
 finish with a call to action (for example, asking for an interview or a
meeting).

Keep it short. A cover letter is meant to be a summary of your resume, so don’t
write more than one page.

What to include in your cover letter?

1. Your name and contact details
Put your name and contact details at the top of your cover letter. You don't
have to give your postal address, but you do need to include your email and
phone number.

Competency-Based Date Developed: Document No. WB-EPCSW-01
Learning Workbook August 30, 2021
National Language English Proficiency for Issued by: NLSC Page 108 of
Skills Center Developed by: Revision No. 114
Customer Service Wilma R. Malones
Workers Leilanie U. Unciano

Technical Education and Skills Development Authority

NATIONAL LANGUAGE SKILLS CENTER

2. Their name and contact details
Under your own name and contact details, you should include:

 the name of the person you're writing to
 their position or the name of their company
 their contact details.

If you're having trouble finding this information, you can call the company to
ask who you should address your application to.

3. The name of the job you're going for
At the start of your cover letter you need to say which job you're applying for.
You can do this on a line by itself (for example, ‘Regarding: Application for
Stock Controller position’).You can also do this in the opening paragraph (for
example, ‘I am writing to apply for the recently advertised Stock Controller
position’.)

4. A list of your relevant skills
Include a brief summary about how your skills and experiences match the job
description. A short bullet list is fine.

If you're answering a job advertisement, there may be a position description
that lists essential skills and experiences. It may also have a list of ‘desirable’
skills and experience. Your cover letter needs to respond to all of the items on
the ‘essential’ list. You should also respond to as many items as you can on the
‘desirable’ list.

5. A summary of why you're right for the job
After listing your skills and experience, you should explain why these mean
you're suited to the job (for example, ‘My ability to get along with anyone and
my experience in solving customer problems in a retail setting make me ideally
suited for this job.)

6. Ask them to contact you
Your cover letter should finish by asking the employer to read your resume. It
should also ask them to contact you about an interview.
Try something simple like, ‘I have attached a copy of my resume. I look forward
to hearing from you about this job’.

What you shouldn’t include in your cover letter

There are some things that should never be in your cover letter. Here are some
things to watch out for.

1. Typos or mistakes

Competency-Based Date Developed: Document No. WB-EPCSW-01
Learning Workbook August 30, 2021
National Language English Proficiency for Issued by: NLSC Page 109 of
Skills Center Developed by: Revision No. 114
Customer Service Wilma R. Malones
Workers Leilanie U. Unciano

Technical Education and Skills Development Authority

NATIONAL LANGUAGE SKILLS CENTER

Always spellcheck your cover letter. It's even better to get someone else to read
it and point out any mistakes or confusing things.
Double-check everything in your cover letter. If you mention a company's
name, make sure you spell it right. If you mention places you've worked before,
make sure you spell their names right, too.

2. Including your whole resume in your cover letter

Don't cut and paste your resume into your cover letter. Try to re-word the
information in your resume, rather than just repeating it. Keep your cover letter
short and let your resume tell the whole story.

3. Using ‘I’ too much
Try not to over use phrases like ‘I believe’, ‘I have’ and ‘I am’. Remember, it’s not
about you – it’s about how you can help the employer.

Once you've written your letter, read over it, and try to take out or rewrite as
many sentences that start with ‘I’ as you can.

4. Don't mention your other job applications
You're probably applying for more than one job at a time. However, it’s best not
to mention other job applications. Your letter should aim to convince the
employer that you really want this job.
Even though most employers will assume you're applying for more than one
job, you don’t need to mention it.

Best Resume Formats

1. Reverse chronological resume format - this is the most popular resume
format and is ideal for people with plenty of work experience that is

relevant to the role which they are seeking.

2. Functional/skills-based resume format – if you lack relevant work
experience because you are a student/recent graduate, or you are looking
to make a career change, the skills-based format is a good choice.

3. Combination resume format– this is a great choice if you have a diverse
set of skills and work experiences that you feel are relevant to the desired
role.

Resume Layouts Must Have
1. One page in length (max three).

2. Clear section headings.
3. Ample white space, especially around the margins.

4. Easy-to-read font.

Competency-Based Date Developed: Document No. WB-EPCSW-01
Learning Workbook August 30, 2021
National Language English Proficiency for Issued by: NLSC Page 110 of
Skills Center Developed by: Revision No. 114
Customer Service Wilma R. Malones
Workers Leilanie U. Unciano

Technical Education and Skills Development Authority

NATIONAL LANGUAGE SKILLS CENTER

Resume Contents
The most important sections for a resume are:
1. Contact Information
2. Work Experience
3. Skills
4. Education

Here are some dos and don’ts of resumes to keep in mind:
DO’s

1. As a minimum, include your name, phone number, email address, and
the current location of residence.

DON’Ts
1. Use an unprofessional email address, like [email protected].
Create a separate professional email if you don’t have one.
2. Include personal information, such as marital status, nationality or
religious affiliation.

What to Include in the Work Experience Section in the Resume?

This section is your opportunity to showcase how your experience is aligned
with the position you want. The best way to do this is through bullets, with
each point providing examples of past responsibilities and
accomplishments based on what the potential employer is asking for in the job
description.

One more consideration is that you want to avoid leaving any gaps in
employment on your resume. If one of your previous jobs doesn’t seem
applicable and it came between two relevant roles, you still need to list it. But
you don’t have to describe it in great detail.

What to Include In the Education Section Of a Resume?

The content under this section depends on where you are at in your career. If
you’ve been working for 20 years, you are best keeping the education section
brief by listing your completed academic degrees and institutions attended from
most recent to oldest.

For students or recent graduates, the education section has added importance.
Here you can include sub-sections for relevant courses taken, research/course
projects, and academic achievements. This is how to create a resume without a
lot of work experience.

What Skills to List on a Job Application?

The skills section of your resume should include a combination of hard skills
and soft skills. With a typical resume template, you have limited space, so you

Competency-Based Date Developed: Document No. WB-EPCSW-01
Learning Workbook August 30, 2021
National Language English Proficiency for Issued by: NLSC Page 111 of
Skills Center Developed by: Revision No. 114
Customer Service Wilma R. Malones
Workers Leilanie U. Unciano

Technical Education and Skills Development Authority

NATIONAL LANGUAGE SKILLS CENTER

should only list the skills that are A) mentioned in the job description, and B)
skills that you can qualify you have.

Hard Skills Examples for Resume
 Proficiency with specific software
 Written or verbal communication
 Equipment operation

Soft Skills Examples for Resume
 Emotional intelligence
 Active listener
 Service orientated
 Mentoring towards others
 Critical thinker

Additional Sections for a Professional Resume Format
Extra sections to consider include

 Achievements (E.g.: scholarships or industry awards).
 Organizations (E.g.: memberships in professional associations).
 Certifications (E.g.: professional designations).
 Conferences/Courses attended
 Languages spoken.

How to Pass the Interview

It is said that words account only 10% of the whole communication
process and much of it is done by means of non-verbal communication. For
example: in job interviews, the interviewers don’t really listen to what you are
saying as much as they pay attention to how you move while you are being
interviewed. Talk is cheap sometimes and the language of the body is much
more powerful.

Everyone uses the body language during the interview (whether they
realize it or not) but very few think about it in advance and modify their body
language to produce the most positive effect. Body language is merely the
smaller, less prominent non-verbal cues that we give others while
communicating. Following are some typical interpretations of body language
cues:

Openness and warmth: Open-lipped, smiling, open hands with palms
visible, unbuttoning coat upon being seated.

Confidence: Leaning forward in chair, chin up, putting tips of fingers of
other hand in “praying” position, hands joined behind back when standing.

Nervousness: Smoking, whistling, pinching skin, fidgeting, jiggling pocket
contents, running tongue along front of teeth, clearing throat, hands touching
the face or covering part of the face, pulling at skin or ear, running fingers

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Learning Workbook August 30, 2021
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Technical Education and Skills Development Authority

NATIONAL LANGUAGE SKILLS CENTER

through hair, wringing hands, biting on pens and other objects, twiddling
thumbs, biting fingernails (action itself or evidence of) tongue clicking.

Untrustworthy / Defensive: Frowning, squinting eyes, tight-lipped grin,
arms crossed in front of chest, pulling away, chin down, touching nose or face,
darting eyes, looking down when speaking, clenched hands, gestures with fists,
pointing with fingers, chopping one hand into the open palm of the other,
rubbing back of neck, clasping hands behind head while leaning back in the
chair. As you can see, there are far more negatives than positives – possibly
more than we are consciously aware of. This list is given not so that you can
artificially adopt the positive body language techniques, but more to help you
recognize and avoid the negatives. If you have a habit of doing any of the above
negatives, remove that action now.

It is not enough to have solid answers only. You need to be prepared for
the full spectrum of questions that may be presented.

For further practice, make sure you go through the required mock interview.
Some of the standard interview questions are:

Tell me about yourself.
Do you have any actual work experience?
Why did you choose this career?

How do you evaluate success?
What do you think it takes to be successful in this career?
Are you a team player?
Why should I hire you?
Is money important to you?
How would you describe yourself?
Why are you leaving your current job?
What are your greatest strengths?
What are your greatest weaknesses?
Where do you see yourself five years from now?
How do you handle stress?
What is your greatest accomplishment?
What does customer service mean to you?
What is excellent customer service?

Competency-Based Date Developed: Document No. WB-EPCSW-01
Learning Workbook August 30, 2021
National Language English Proficiency for Issued by: NLSC Page 113 of
Skills Center Developed by: Revision No. 114
Customer Service Wilma R. Malones
Workers Leilanie U. Unciano

Technical Education and Skills Development Authority

NATIONAL LANGUAGE SKILLS CENTER

REFERENCES

1. Grammar for English Language Teachers Second Edition by Martin
Parrot

2. Developing Skills in Grammar and Composition 1 by Carmen M. Ramos
and Amelia Sanchez

3. Linguasorb.com 2018
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irregular-verbs
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14.https://www.verywellmind.com/understand-body-language-and-facial-
expressions-4147228
15. https://examples.yourdictionary.com/examples-of-body-language.html
16.https://www.businesstopia.net/communication/non-verbal-
communication-different-cultures
17. https://www.skillsyouneed.com/interpersonal-skills.html
18. https://novoresume.com/career-blog/how-to-write-a-resume-guide
19. https://www.henrymurray.com
20. https://oureverydaylife.com
21. https://dianagabriel.com
22. https://wawanoutsider.wordpress.com
23.https://www.letterspro.com/letters/to-companies/9720-complaint-
letter-sample-for-poor-customer-service
24. https://www.grammarly.com/blog/how-to-write-complaint/
25.https://www.consumer.ftc.gov/blog/2015/09/how-write-effective-
complaint-letter
26.https://www.indeed.com/career-advice/interviewing/top-interview-
questions-and-answers

Competency-Based Date Developed: Document No. WB-EPCSW-01
Learning Workbook August 30, 2021
National Language English Proficiency for Issued by: NLSC Page 114 of
Skills Center Developed by: Revision No. 114
Customer Service Wilma R. Malones
Workers Leilanie U. Unciano