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.

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

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

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