3.1 Build Customer Confidence in the Level of Service Provided

How to Deliver 21st Century Service 2.1.1

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

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

Answer Telephone Enquiries Professionally 1.4.1

Write Professionally 1.4.2

Structure Letters Professionally 1.4.3

2.5 Team Working