6.1 Develop Your Own Cutomer Service Skills

How to Deliver 21st Century Service 2.1.1

Be Clear about Others’ Expectations of You 2.1.2

Capture Customer Feedback 2.1.4

Handle Difficult Telephone Calls 2.2.1

Build Rapport on the Telephone 2.2.3

Telephone Skills Audit 2.2.4

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

Work Together 2.5.1

Be an Invaluable Team Member 2.5.2

Develop a Team Working Charter 2.5.3