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LO-1
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Explain what businesses need to do for a service-oriented approach and their impact on the customer. |
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LO-2
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By listening effectively, he will be able to identify customer needs with effective question asking techniques. |
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LO-3
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Define the importance of the role of leaders in the effective management of changes in call centers and the characteristics of change leaders. |
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LO-4
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Be able to express the importance of team performance and team spirit. |
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LO-5
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Explain stress management in call centers. |
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LO-6
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Will be able to develop attitudes according to customer behavior. |
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LO-7
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Will be able to list the steps needed for effective communication on the phone. |
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LO-8
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Be able to determine the techniques that can be used when a problem is encountered. |