P2BA44-3
Click to watch ‘The importance of product knowledge’, this video was produced by The Enterprising Student Society Accreditation (ESSA).
Table of Contents
- Tutorial Video
- Reading Materials
- ‘How to prepare to work a customer service job’ webpage on the Hub Pages website.
- ‘The importance of product knowledge: How well do you know your products?’ by Adele Halsall on the SAP website.
- ‘Glossary’ from the Institute of Customer Service.
- Read and make notes for your reference about the products and/or services that your organisation offers.
- Read your organisations’ policies, procedures, and standards on dealing with customers.
- Presentation
- Good Practice Example
- Interactive Quiz
- Evidence Opportunities
- Extended Learning
- Click to watch this video on call handling skills, this video shows a bad example of dealing with a customer resulting from a lack of preparation.
- Click to read ‘The negative effects of a lack of training in the workplace’ by Tina Amo on the Chron website.
- ‘10 tips to keep your desk clean, organized and productive’ webpage on the Time Management Ninja website.
- Think And Challenge
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