PERFORMANCE CRITERIA REQUIRED ELEMENT REQUIRED SKILLS Italicized terms are KNOWLEDGE elaborated in the Range of Variables Demonstrate Methods and Methods and 2.1 Needs skills on an ability to techniques are techniques for Answering manage applied for answering customer difficult managing difficult customer complaints conversations conversations in complaints Managing order to diffuse an Methods and difficult upset customer in techniques for customers accordance with managing difficult Managing prescribed process customers conflict and guidelines Methods and stress Manifestations of techniques for 2.2 Practices along stress in managing conflict economic use and conversations are and stress maintenance of avoided in equipment and accordance with facilities are prescribed process followed as per guidelines established procedures and environmental requirements 2.3 Occupational health and safety standards in the workplace and 5S disciplines are strictly allowed
ELEMENT PERFORMANCE CRITERIA Italicized terms are elaborated in the Range of Variables REQUIRED KNOWLEDGE REQUIRED SKILLS Demonstrate an ability to manage difficult conversations Methods and techniques are applied for managing difficult conversations in order to diffuse an upset customer in accordance with prescribed process guidelines Manifestations of stress in conversations are avoided in accordance with prescribed process guidelines Methods and techniques for answering customer complaints Methods and techniques for managing difficult customers Methods and techniques for managing conflict and stress 2.1 Needs skills on Answering customer complaints Managing difficult customers Managing conflict and stress 2.2 Practices along economic use and maintenance of equipment and facilities are followed as per established procedures and environmental requirements 2.3 Occupational health and safety standards in the workplace and 5S disciplines are strictly allowed