Please do not attempt to answer this question unless you are fluent in English, many times I have received answers back that have grammatically incorrect and do not make sense. I am an estate agent/realtor in the UK doing a level 2 course on customer service, if you could answer these questions and give examples that would be relevant to my job. Thank you!

Understand how to deal with incoming customer calls

1.1 -Explain why an organisation should have guidance on dealing with telephone calls

1.2 -Explain why an organisation should have an identity checking process

1.3 -Explain the importance of keeping customer information up to date

1.4 -Explain the importance of keeping customers informed of the progress of their call

1.5 -Describe how body language and facial expressions can be detected over the telephone

1.6 -Describe different questioning techniques used when dealing with incoming calls

1.7 -Explain how to handle abusive calls