1. TELEPHONE SKILLS (Based on the unit standard -Process incoming and outgoing telephone calls) At the end of the module learners are able to:   ·         Describe non-disclosable inform

1. EXCELLENT CUSTOMER SERVICE (Based on the unit standard –Provide customer service) At the end of the module learners are able to: ·         Explain the how the customer is a source of re

Introduction Research into complaint behaviour reveals that only a fraction of dissatisfied consumers complain to business and, thereby, give the company an opportunity to correct the problem. There is evidence that some consumers do