Selection criteria sample: Sound oral and written communication skills

The response to this selection criterion is modelled on the STAR approach.

My work experience at Readers’ Bookstore meant that I developed and applied skills in these areas. I was dealing regularly with customers, suppliers and staff in person and over the phone.

One of my duties was to field customer enquiries, which utilised all my communication skills. Dealing with a customer request to order a book involved talking to the supplier over the phone, entering the book and customer’s information into the computer database, ordering the book and recontacting the customer when the book arrived.

Further to this, I clearly and concisely documented this information in our filing system for the benefit of other staff. Using clear communication, in oral and written forms, I ensured a good relationship with our suppliers was maintained and provided efficient and effective customer service.

As a result of this, my manager commended my communication skills at my performance appraisal, and I was delegated to the task of staff trainer.

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