This course describes the skills and knowledge to comprehend the different aspects of the communication process, apply effective communication techniques at work and in social settings and utilize appropriate…
This course describes the skills and knowledge required to handle formal and informal negative feedback and complaints from customers. Operators may exercise discretion and judgement using appropriate knowledge of…
This course describes the skills and knowledge required to manage the ongoing relationship with a customer, which includes assisting the customer to articulate their needs, meeting customer needs and…
This course describes the skills and knowledge to identify customers and their needs, generate customer loyalty, making it possible for customers to complain and making unhappy customers loyal customers.
This course describes the performance outcomes, skills and knowledge required to communicate effectively on the telephone. It requires the ability to make and receive calls, to take messages on…
This course covers the requirement to contribute to conflict management in the workplace between self and others, such as staff or clients.