4.1 Identify Customer Service Problems

Work in Partnership with Other Teams 2.1.3

Handle Difficult Telephone Calls 2.2.1

Build Rapport on the Telephone 2.2.3

Skills to Manage Challenging Complaints 2.4.4

Handle Customer Queries 1.2.3

Spot Customer and Colleague Concerns 1.3.1

Respond Positively to Complaints 1.3.2

Handle Complaints Professionally 1.3.4

Write Accurate Statements 1.4.4

The Service Chain 1.5.3

2.5 Team Working