Basic Quality Principles: Process for Achieving Quality in an Organization
In this learning activity you'll define and explain the broad steps in achieving quality in an organization.
Learners listen to effective techniques to successfully interact with customers via the telephone. They also submit their own suggested replies to customers in various scenarios. Topics include general telephone etiquette, dealing with angry callers, working with confused or unsure customers, and managing voicemail. A quiz completes this customer service activity.