Answer Telephone Enquiries Professionally 1.4.1
Be an Invaluable Team Member 2.5.2
Be Clear about Others’ Expectations of You 2.1.2
Building an Internal Customer Network
Build Rapport on the Telephone 2.2.3
Capture Customer Feedback 2.1.4
Choose and Use Assertive Behaviour 2.4.1
Develop a Professional Telephone Manner 2.2.2
Develop a Team Working Charter 2.5.3
Getting Performance Feedback from Colleagues
Handle Complaints Professionally 1.3.4
Handle Difficult Telephone Calls 2.2.1
Handling Difficult Colleague Situations
Help Customers with Language Difficulties 2.4.2
How to Deliver 21st Century Service 2.1.1
How to Plan a Short Report 2.3.2
How to Write an Apologetic Letter 2.3.4
Icebreaker - Service Summary Activity
Icebreaker - Working as A Team (2)
Identifying Personal Authority
Job Satisfaction and Customer Care 1.5.1
Respond Positively to Complaints 1.3.2
Skills to Manage Challenging Complaints 2.4.4
Spot Customer and Colleague Concerns 1.3.1
Structure Letters Professionally 1.4.3
Sustaining Internal Customer Relationships
The Other Person's Point of View
Understanding Others: Diversity
Working with Difficult Team Members
Work in Partnership with Other Teams 2.1.3
Work Satisfiers and Dissatisfiers
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