Optional Group 1 |
Communicate verbally with customers | 3 | 14 |
Communicate with customers in writing | 3 | 20 |
Optional Group 2 |
Deal with incoming telephone calls from customers | 3 | 16 |
Make telephone calls to customers | 3 | 16 |
Promote additional products and/or services to customers | 2 | 14 |
Process information about customers | 3 | 14 |
Exceed customer expectations | 3 | 15 |
Deliver customer service whilst working on customer's premises | 4 | 20 |
Carry out customer service handovers | 3 | 15 |
Resolve customer service problems | 5 | 22 |
Deliver customer service to challenging customers | 3 | 16 |
Develop customer relationships | 3 | 18 |
Support customer service improvements | 3 | 12 |
Support customers through real-time online customer service | 3 | 15 |
Support customers using self-service equipment | 3 | 18 |
Use social media to deliver customer service | 3 | 18 |
Provide post-transaction customer service | 5 | 22 |
Resolve customers' complaints | 4 | 22 |
Gather, analyse and interpret customer feedback | 5 | 24 |
Optional Group 3 |
Health and safety procedures in the workplace | 2 | 16 |
Manage diary systems | 2 | 12 |
Provide reception services | 3 | 15 |
Contribute to the organisation of an event | 3 | 23 |
Buddy a colleague to develop their skills | 3 | 19 |
Employee rights and responsibilities | 2 | 16 |
Develop working relationships with colleagues | 3 | 19 |
Principles of equality and diversity in the workplace | 2 | 10 |
Processing sales orders | 2 | 17 |
Meeting customers' after sales needs | 3 | 14 |
Handling objections and closing sales | 3 | 22 |
Deal with incidents trough a contact centre | 7 | 40 |
Carry out direct sales activities in a contact centre | 5 | 15 |
Negotiate in a business environment | 4 | 18 |
Bespoke software | 3 | 20 |