1.2 Respond Appropriately to Customers

How to Deliver 21st Century Service 2.1.1

Capture Customer Feedback 2.1.4

Handle Difficult Telephone Calls 2.2.1

Develop a Professional Telephone Manner 2.2.2

Build Rapport on the Telephone 2.2.3

How to Write Clearly 2.3.1

How to Plan a Short Report 2.3.2

How to Write Good News 2.3.3

How to Write an Apologetic Letter 2.3.4

Skills to Manage Challenging Complaints 2.4.4

Help Customers with Language Difficulties 2.4.2

Choose and Use Assertive Behaviour 2.4.1

First Impressions 1.1.1

Hellos and Goodbyes 1.1.2

Telephone Impressions 1.1.3

First Impressions Audit 1.1.4

Build Relationships 1.2.1

Read the Signals 1.2.2

Handle Customer Queries 1.2.3

Get Your Message Across 1.2.4

Spot Customer and Colleague Concerns 1.3.1

Answer Telephone Enquiries Professionally 1.4.1

Write Professionally 1.4.2

Structure Letters Professionally 1.4.3