6.1 Review Performance in your Customer Service Role

Be Clear about Others’ Expectations of You 2.1.2

Handle Difficult Telephone Calls 2.2.1

Develop a Professional Telephone Manner 2.2.2

Telephone Skills Audit 2.2.4

Work Together 2.5.1

Be an Invaluable Team Member 2.5.2

Job Satisfaction and Customer Care 1.5.1

The Service Chain 1.5.3

Support Colleagues 1.5.4