UNIT : DEMONSTRATE ABILITY TO EFFECTIVELY ENGAGE CUSTOMERS UNIT CODE : ICT313367 UNIT DESCRIPTOR : This unit covers the knowledge and skills needed to demonstrate an ability to engage customers. PERFORMANCE CRITERIA REQUIRED ELEMENT REQUIRED SKILLS Italicized terms are KNOWLEDGE elaborated in the Range of Variables Demonstrate Ability to sense Requires Needs skills on an ability to feelings of customer knowledge of Applying the 3 empathize with and respond Call flow C’s of a customer accordingly to process / communication acknowledge such procedure Oral English feelings is (optional) communication demonstrated Product skills Empathy for the knowledge Understanding customer was Rules of basic of commonly demonstrated grammar in used idioms/ according to the verbal colloquialisms purpose of the call communication (whether of basic American, communication Canadian, of Australian, or effective British) business along communication economic use and in customer maintenance of service equipment and Rules for facilities are building followed as per effective established interpersonal procedures and relationships environmental Requires requirements appropriate attitude on health and safety Confidence in standards in the speaking workplace and 5S English disciplines are strictly allowed
UNIT : DEMONSTRATE ABILITY TO EFFECTIVELY ENGAGE CUSTOMERS UNIT CODE : ICT313367 UNIT DESCRIPTOR : This unit covers the knowledge and skills needed to demonstrate an ability to engage customers. ELEMENT PERFORMANCE CRITERIA Italicized terms are elaborated in the Range of Variables REQUIRED KNOWLEDGE REQUIRED SKILLS Demonstrate an ability to empathize with a customer Ability to sense feelings of customer and respond accordingly to acknowledge such feelings is demonstrated Empathy for the customer was demonstrated according to the purpose of the call Requires knowledge of Call flow process / procedure (optional) Product knowledge Rules of basic grammar in verbal communication of basic communication of effective business communication in customer service Rules for building effective interpersonal relationships Requires appropriate attitude on Confidence in speaking English Needs skills on Applying the 3 C’s of communication Oral English communication skills Understanding of commonly used idioms/ colloquialisms (whether American, Canadian, Australian, or British) along economic use and maintenance of equipment and facilities are followed as per established procedures and environmental requirements health and safety standards in the workplace and 5S disciplines are strictly allowed
TR%20-%20Contact%20Center%20Services%20NC%20II.docx