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P2BA44-3
Table of Contents
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.
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
