Colleague Care

Answer Telephone Enquiries Professionally

Be an Invaluable Team Member

Be Clear about Others’ Expectations of You

Building an Internal Customer Network

Build Rapport on the Telephone

Build Relationships

Capture Customer Feedback

Choose and Use Assertive Behaviour

Colleague Care on the Telephone

Colleagues are Customers too

Develop a Professional Telephone Manner

Develop a Team Working Charter

EQ: Understanding People

First Impressions

First Impressions Audit

Get Your Message Across

Handle Complaints Professionally

Handle Customer Queries

Handle Difficult Telephone Calls

Handling Difficult Colleague Situations

Hellos and Goodbyes

Help Customers with Language Difficulties

How to Deliver 21st Century Service

How to Induct New or Transferred Staff

How to Manage the Demands Colleagues Make on Your Time

How to Plan a Short Report

How to Use Positive Questioning with your Team

How to Work Successfully Across Teams

How to Write an Apologetic Letter

How to Write Clearly

How to Write Good News

Identifying Information Channels

Identifying Personal Authority

Job Satisfaction and Customer Care

Managing Time Effectively

Read the Signals

Receive Compliments

Relating at a Distance

Respond Positively to Complaints

Saying No Assertively

Send Clear Messages

Skills to Manage Challenging Complaints

Social Network Mapping

Spot Customer and Colleague Concerns

Structure Letters Professionally

Support Colleagues

Telephone Impressions

Telephone Skills Audit

The Service Chain

The Service Network

Understanding Others: Diversity

Using Upward Appraisal

Values and Culture

Work in Partnership with Other Teams

Work Satisfiers and Dissatisfiers

Work Together

Write Accurate Statements

Write Professionally