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.
Learners will write effective business messages that incorporate a second-person point of view and focus on the benefit to the reader. This approach is often used to create positive messages, neutral messages, and inquiry messages in business settings.