Page 58 - Part B

Information, Advice or Guidance

C Case Study: Customer service advisor

You are working as a customer service advisor within a university,
where you are approached by a client who is looking for advice
about student finance. English is not their first language and they
look extremely worried.

Explain the steps you would take to help the client overcome their
barriers.

Key Facts

• Barriers are often identified by good listening skills at the
start of dealing with a client

• Key barriers include language, technology, mobility and
accessibility and cultural barriers.

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