| 1.
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Identify and describe the key components of a customer focused
organization.(I)
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| 2.
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Identify and describe methods of meeting and/or exceeding customers'
stated expectations.(I)
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| 3.
|
Describe the Communication Process Model and explain the difference
between simple and active listening.(II)
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| 4.
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List techniques for improving oral communication skills and describe
methods of converting listening for content into listening for
intent.(II)
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| 5.
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Identify and describe methods of successful telephone call management
and list the techniques that may be used for effective response to a
variety of customer complaints and/or requests.(III)
|
| 6.
|
List the criteria used by industry in help desk/customer care
operations and describe methods of determining customer
satisfaction.(IV)
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