Application of Product / Service Knowledge (NZQA 11818)
Learning Outcomes

• How to maintain and enhance knowledge of product and/or service
• How to apply product and/or service knowledge to enhance work practices

Assertiveness (NZQA 1299)
Learning Outcomes

• Be able to define the purpose of, and identify barriers to, assertive communication
• Interact assertively in a one to one situation
• Communicate assertively in a small group
• Apply skills in work, family and social areas
• Know the difference between aggressive, passive and indirect behaviours

Communication Skills (NZQA 9694 & NZQA 16776)
Learning Outcomes

• Understanding the elements of communication process theory
• Apply principles of communication process theory
• Knowledge of handling cross cultural communication in culture - gender, age, ethnicity, background, ethics
• Understand how to greet customers on the telephone, and identify their needs and expectations
• Know how to meet customer needs
• Understand how to close the call and complete documentation and follow-up procedures
• Basic knowledge in communicating with challenging customers
• How to compose written communications

Customer Service Skills (NZQA 376 & NZQA 11815)
Learning Outcomes

• Understanding of customer service techniques required for differing customer behaviours
• How to apply customer service techniques for differing customer behaviours in given situations
• How to deal with communication difficulties
• Achieving customer satisfaction
• Responding to differing behaviours of customers
• Know how to greet customers on the telephone
• Identify customer needs and expectations and gain agreement on requirements
• Ability to analyse customer needs and expectations, and identify options to meet them
• Demonstrate active listening skills
• Understand how to close calls and complete documentation and follow-up procedures

Data entry skills (NZQA 103)
Learning Outcomes

• How to prepare data for computer entry
• Enter data using a computer software programme
• How to develop data entry speed and accuracy

Health & Safety (NZQA 16774)
Learning Outcomes

• Set up a personal workstation
• Use and explain OOS management techniques at the workstation
• Locate, and explain the function of the Hazard Register
• Locate, and explain the call centre Emergency Procedure Instructions
• Explain the accident reporting procedures.

Organisation Skills / Leadership (NZQA 16777)
Learning Outcomes

• How to seek and evaluate information for action from areas such as: email, mail, magazines, manuals, bulletin boards, facsimile, telephone, video, PC networks Local Area Network (LAN), Wide Area Network (WAN), internet, intranet.
• How to organise information effectively
• How to store and dispose of information according to company procedures

Resolving Complaints (NZQA 16784)
Learning Outcomes

• Identify what creates upset customers
• Know the telling signs that customers are becoming upset
• Know how to handle upset customers
• Identify different types of upset customers
• Know how to manage and resolve complaints

Sales Skills (NZQA 11819)
Learning Outcomes

• How to prepare to make an out-going call
• Understanding of creating the customer’s first impression of organisation’s service
• How to identify customer purchase needs and expectations, and gain agreement on requirements on in-coming and out-going calls
• How to make a sales approach, offer a solution, meet customer’s needs and close the sale
• How to close call and complete documentation and follow-up procedures
• How to handle objections

Stress Management (NZQA 12355)
Learning Outcomes

• Understand what stress is and its common sources and effects
• Understand ways of dealing with stress

Teamwork (NZQA 11818)
Learning Outcomes

• How to communicate effectively with others in a working environment
• Understand effects of poor communication
• Understand how to develop good relationships in a one-to-one, and group situation
• How to establish and maintain the trust and support of the management in a working environment

The Personal Computer System (NZQA 2780)
Learning Outcomes

• Demonstrate knowledge of the hardware components of a personal computer system
• Ability to describe the operation of the system and application software of a personal computer
• How to operate a printer
• Understand operation and maintenance of a personal computer system
• Demonstrate knowledge of ergonomic principles for the safe operation of a personal computer system.

Time Management (NZQA 12349)
Learning Outcomes

• Learn effective use of time in relation to own and group priorities
• Learn methods to facilitate efficient use of time in dealing with priorities

Word Processing Skills (NZQA 111)
Learning Outcomes

• Ability to explain the basic principles, terminology and techniques used for word processing
• How to apply the basic principles and terminology of word processing and their associated techniques and functions to produce documents
• Understand the basic functions and methods of creating and manipulating documents

Written Communication Skills (NZQA 11816)
Learning Outcomes

• How to identify customer needs and expectations
• Understand how to analyse customer needs and expectations, and identify options to meet them
• How to write reply by mail, facsimile, and/or e-mail incorporating understanding of those with cultural differences and the use of correct grammar