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
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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
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Communication
Skills (NZQA 9694)
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
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Communications
Skills 2 (NZQA 16776)
Learning Outcomes
- 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
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Customer Service
Skills (NZQA 376)
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
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Customer Service
Skills 2 (NZQA 11815)
Learning Outcomes
- 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.
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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
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Health & Safety
(NZQA 16774)
Learning Outcomes
- Set up a
personal workstation in a call centre
- 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.
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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
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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
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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
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Stress Management
(NZQA 12355)
Learning Outcomes
- Understand
what stress is and its common sources and
effects
- Understand
ways of dealing with stress
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Teamwork (NZQA
11818)
Learning Outcomes
- How to
communicate effectively with others in a call
centre 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 call centre
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Telephone
equipment & systems (NZQA 16775)
Learning Outcomes
- Understanding
of the use of technology in telephone systems
- Understanding
of telephone technology acronyms
- Operate
telephone, fax, email, internet and/or
intranet
- Understanding
of the function of Automatic Call Distribution
(ACD)
- Knowledge of
telephone statistics available
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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.
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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
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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
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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
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