CORE COMPETENCIES (108 Hours) Unit of Assessment Learning Outcome Methodology Competency Approach Lecture Trainer Demonstrate Communicate discussion assessment of appropriate and Effectively in and dialogs understanding of words English for Listening to audio discussions the rules of basic Customer and/or viewing and dialogs grammar in verbal Service video recordings Random communication Homework and effectively assigned readings by students the rules of basic (Activity) Roleplay Buddy communication in In-house/ Assessment customer service Enterprise-based Online effectively training by contact Assessment Apply the rules of centers or in Scorecard effective business partnership with Demonstration communication in contact centers via a simulated customer service call flow Lecture Trainer Demonstrate an Perform Group discussion assessment of understanding and customer and dialogs group appreciation of the service Listening to audio discussions industry work delivery and/or viewing and dialogs environment for contact processes video recordings Random centers, industry Homework and expectations for assigned readings by students level contact center (Activity) Role Buddy agent work, and career play Assessment opportunities for In-house/ Online contact center agents Enterprise-based Assessment Identify and describe training by contact Demonstration the rules and principles centers or in via a simulated for good/complete partnership with call flow customer service and contact centers the types of contact center processes Complete the tasks in the conduct of a customer service delivery process by applying skills in effective English communication
CORE COMPETENCIES (108 Hours) Unit of Competency Learning Outcome Methodology Assessment Approach Communicate Effectively in English for Customer Service Demonstrate appropriate and understanding of words the rules of basic grammar in verbal communication effectively the rules of basic communication in customer service effectively Apply the rules of effective business communication in customer service Lecture discussion and dialogs Listening to audio and/or viewing video recordings Homework and assigned readings (Activity) Roleplay In-house/ Enterprise-based training by contact centers or in partnership with contact centers Trainer assessment of discussions and dialogs Random by students Buddy Assessment Online Assessment Scorecard Demonstration via a simulated call flow Perform customer service delivery processes Demonstrate an understanding and appreciation of the industry work environment for contact centers, industry expectations for contact center agent work, and career opportunities for contact center agents Identify and describe the rules and principles for good/complete customer service and the types of contact center processes Complete the tasks in the conduct of a customer service delivery process by applying skills in effective English communication Lecture Group discussion and dialogs Listening to audio and/or viewing video recordings Homework and assigned readings (Activity) Role play In-house/ Enterprise-based training by contact centers or in partnership with contact centers Trainer assessment of group discussions and dialogs Random by students Buddy Assessment Online Assessment Demonstration via a simulated call flow level