In this learning activity you'll describe customer requirements and specifications as they relate to "Quality" in an organization.

In this learning activity you'll examine the difference between two types of interactions with customers, encounters and relationships.

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 read about Six Sigma philosophy and methods. The need for high quality levels for today's customers is stressed.

Learners read how low defect levels can cut production costs. Six Sigma success means reduced inspection expenses, less rework, and fewer customer complaints.

In this animated object, learners examine how to establish an effective supply chain that builds customer loyalty.

In this interactive object, learners read a description of value-added and non-value-added activities and then place various work duties into these two categories.

In this learning activity you'll explore four ways to engage your customers and improve your customer service skills.

In this learning activity you'll practice your customer service skills in a number of IT real world job scenarios.

In this learning activity you'll be introduced to soft skills, or people skills, needed by all IT professionals.

In this learning activity you'll be introduced to the communication model and how it impacts your work as an IT professional.