Scenario

You are a receptionist at the GSE Welcome centre.

You are mainly responsible for running the reception area and performing office administration tasks. As such, you get to interact with both customers and colleagues from different backgrounds.

One of your tasks as a receptionist is to answer phone calls at the reception area. You get phone calls from different customers with varying questions and concerns. Sometimes, you get to talk to non-native English speakers who ask about the products and services that GSE offers.

Other times, you also receive calls from older, long-time customers. They would often voice out their complaints and openly share their bad experiences in the fitness centre. Due to their age, most of these customers tend to be hard of hearing. This is why they speak rather loudly over the phone.

Task 1 Based on the scenario, identify two (2) examples of individual differences that can be observed from customers.