K to 12 BASIC EDUCATION PROGRAM TECHNOLOGY AND LIVELIHOOD EDUCATION INFORMATION AND COMMUNICATIONS TECHNOLOGY – CONTACT CENTER SERVICES (Exploratory) Course Desr!"t!o#$ This is an exploratory and introductory course which leads to Co#t%t Ce#ter Ser&!es' National Certificate (NC II). It covers (!&e )*+ common competencies that a Gr%,e -./ -./ Technology and Livelihood Education (TLE) student ought to possess namely! ") use of e#uipment$ %) performing computer operation$ &) applying #uality standards$ ') interpreting technical drawing and plans$ and ) practicing ccupational *ealth and +afety (*+) procedures. The preliminaries of this exploratory course include the following! ") discussion on the relevance of the course$ %) explanation of ,ey concepts relative to the course and$ &) exploration on career opportunities. CONTENT I#tro,ut!o# -elevance of the course asic concepts in Contact Center +ervices Career opportunities • •
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CONTENT STANDARD The learner demonstrates understanding of /asic concepts and underlying theories in Contact Center +ervices.
PERFORMANCE STANDARD The learner independently demonstrates common competencies in Contact Center +ervices as prescri/ed in the TE+01 Training -egulation.
LEARNING COMPETENCIES •
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CODES
0iscuss the relevance of the course Explain /asic concepts in Contact Center +ervices Explore on opportunities for Contact Center +ervices as a career
PERSONAL ENTREPRENEURIAL COMPETENCIES 0 PECs )PC+ •
•
1ssessment of 2ersonal Entrepreneurial Competencies and +,ills (2ECs) vis343vis a practicing entrepreneur5employee 3 Characteristics 3 1ttri/utes 3 Lifestyle 3 +,ills 3 Traits 1nalysis of 2ECs in relation to a practitioner
The learner demonstrates understanding of one6s 2ECs.
The learner recogni7es his5her 2ECs and prepares an activity plan that aligns with that of a practitioner5entrepreneur in Contact Center +ervices.
LO 1 Reo#!3e PECs #ee,e, TLE4ICTCC-./PC05601 !# Co#t%t Ce#ter Ser&!es 1ssess one6s 2ECs! characteristics attri/utes lifestyle s,ills traits 1ssess practitioner6s! characteristics attri/utes lifestyle s,ills traits Compare one6s 2EC+ with that of a practitioner 5entrepreneur 1lign one6s 2EC+ with that that of a practitioner5entrepreneur •
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ENVIRONMENT AND MARKET )EM+ •
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8ey concepts of Environment and 9ar,et 2roducts : services availa/le in the mar,et 0ifferentiation of products :
The learner demonstrates understanding of environment and mar,et that relates with a career choice in Contact Center +ervices.
The learner independently generates a /usiness idea /ased on the analysis of environment and mar,et in Contact Center +ervices.
LO 1 Ge#er%te % 7us!#ess !,e% t8%t re9%tes :!t8 % %reer 8o!e !# Co#t%t Ce#ter Conduct +;T analysis Identify the different • •
TLE4ICTCC-./EM05601
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CONTENT services Customers and their /uying ha/its Competition in the mar,et +;T 1nalysis
CONTENT STANDARD
PERFORMANCE STANDARD
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LEARNING COMPETENCIES products5services availa/le in the mar,et Compare different products5services in Contact Center /usiness 0etermine the profile potential customers 0etermine the profile potential competitors
CODES
LESSON 1$ USE OF TOOLS AND E;UIPMENT )UT+ •
E#uipment in Contact Center +ervices
The learner demonstrates understanding of e#uipment used in Contact Center +ervices.
The learner independently uses e#uipment in Contact Center +ervices.
LO 1 Pre"%re e
TLE4ICTCC-./UT05%01
LO 2 I#s"et e
TLE4ICTCC-./UT05702
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2rocedure in accomplishing forms! >o/ order slips orrower6s slip − −
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-e#uisition procedures
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LESSON 2$ MAINTAIN COMPUTER E;UIPMENT AND SYSTEMS )MT+
CONTENT •
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Computer wor,station and networ, Computer peripherals Telephone dialer etc. Security measures 1nti3virus software5programs ?ile 9anagement
CONTENT STANDARD The learner demonstrates understanding of concepts and underlying principles in maintaining computer e#uipment and systems.
PERFORMANCE STANDARD
LEARNING COMPETENCIES
CODES
The learner independently performs maintenance of computer e#uipment and systems as prescri/ed in TE+01 training regulations.
LO1 M%!#t%!# o="uter e
ste=s Ensure the security of data including regular /ac,3ups and virus chec,s in accordance with standard operating procedures 2erform /asic file • maintenance procedure in line &it! t!e S$'
TLE4ICTCC-./MT0501
The learner independently performs mensuration and calculation as prescri/ed in TE+01 training regulations.
LO 1 Per(or= 7%s! =e#sur%t!o# Identify geographical varia/les to /e measured @se /asic mathematical processes for routine calculations Employ different techni#ues in chec,ing accuracy of the computation
TLE4ICTCC-./MC05,01
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LESSON ?$ PERFORM MENSURATION AND CALCULATION )MC+ •
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The learner demonstrates understanding of concepts and underlying principles in performing mensuration and calculation.
LESSON @$ PREPARE AND INTERPRET TECHINICAL DRAING )TD+
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CONTENT • •
asic sym/ols asic Elements +chematic diagram Charts loc, diagrams Layout plans Loop diagram − − −
CONTENT STANDARD The learner demonstrates understanding of concepts and underlying principles in preparing and interpreting technical drawings and wor, plans in Contact Center.
PERFORMANCE STANDARD The learner independently prepares and interprets technical drawings and wor, plans accurately.
CODES
LO 1 I,e#t!(> ,!((ere#t 6!#,s o( te8#!%9 ,r%:!#s Identify /asic sym/ols used in technical drawing +elect technical drawing in accordance with the =o/ re#uirement
TLE4ICTCS-./TD05e01
LO 2 I#ter"ret te8#!%9 ,r%:!# Identify the /asic sym/ols used in flow charting Interpret the sym/ols used in flow charting Create a flowchart that depicts a simple scenario
TLE4ICTCS-./TD05(02
LO 1 I,e#t!(> 8%3%r,s %#, r!s6s Explain ha7ards and ris,s in the wor,place Identify ha7ards and ris,s indicators in the wor,place 1pply contingency measures in accordance with the ccupational *ealth and +afety 2rocedures
TLE4ICTCS-./OS0501
LO 2 E&%9u%te 8%3%r,s %#, r!s6s 0etermine the effects of ha7ards and ris,s Classify the types of ha7ards and ris,s in the wor,place
TLE4ICTCS-./OS05802
LO ? Co#tro9 8%3%r,s %#, r!s6s ?ollow *+ 2rocedures for
TLE4ICTCS-./OS05!0?
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LEARNING COMPETENCIES
?lowchart interpretation Types of flowchart −
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LESSON *$ PRACTICE OCCUPATIONAL HEALTH AND SAFETY PROCEDURE )5S+ •
*a7ards and ris,s control safety regulations indicators of ha7ard and ris,s contingency measures − −
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Evaluation of ha7ards and ris,s Effects of ha7ards and ris,s in the wor, place −
The learner demonstrates understanding of concepts and underlying principles of ccupational *ealth and +afety (*+) 2rocedures in relation to ha7ards and ris,s in the wor,place.
The learner consistently o/serves and practices occupational health and safety procedures in the wor,place.
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*a7ards and ris,s control +afety regulation −
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CONTENT
CONTENT STANDARD
PERFORMANCE STANDARD •
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9aintenance of *+ 2rocedures awareness perational health and safety procedures practices and regulations −
LEARNING COMPETENCIES controlling ha7ards and ris,s @se personal protective e#uipment (22E) ?ollow and o/serve organi7ational protocol when providing emergency assistance
LO @ M%!#t%!# ou"%t!o#%9 8e%9t8 %#, s%(et> reu9%t!o#s 2articipate in related drills and training 2repare *+ personal records in accordance with wor,place re#uirements •
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CODES
TLE4ICTCS-./OS050@
K to 12 BASIC EDUCATION CURRICULUM TECHNOLOGY AND LIVELIHOOD EDUCATION INFORMATION AND COMMUNICATIONS TECHNOLOGY – CONTACT CENTER SERVICES (+peciali7ation) Gr%,e Course 0escription! This is a speciali7ation course which leads to Co#t%t Ce#ter Ser&!es National Certificate Level II (NC II). It covers t:o )2+ core competencies that a
demonstrate understandin" of local and international "eo"rap!# and cultures+ The preliminaries of this speciali7ation course include the following! ") discussion on the relevance of the course$ %) explanation of ,ey concepts relative to the course and$ &) exploration on career opportunities. CONTENT I#tro,ut!o# -elevance of the course Concepts and core competencies in Contact Center +ervices Career opportunities • •
CONTENT STANDARD The learner demonstrates understanding of concepts underlying theories and core competencies in Contact Center +ervices
PERFORMANCE STANDARD The learner independently demonstrates competencies in Contact Center +ervices as prescri/ed in the TE+01 Training -egulation.
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LEARNING COMPETENCIES •
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CODE
0iscuss the relevance of the course Explain concepts theories and core competencies in Contact Center +ervices Explore on opportunities for Contact Center +ervices as a career
PERSONAL ENTREPRENEURIAL COMPETENCIES 0 PECs )PC+ •
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•
1ssessment of 2ersonal Competencies and +,ills (2ECs) vis343vis a practicing entrepreneur5 employee in locality5town. 3 Characteristics 3 1ttri/utes 3 Lifestyle 3 +,ills 3 Traits 1nalysis of 2ECs in relation to a practitioner 1lign strengthen and develop ones 2ECs /ased on the results
The learner demonstrates understanding of one6s 2ECs in Contact Center +ervices.
The learner recogni7es his5her 2ECs and prepares an activity plan that aligns with that of a practitioner5entrepreneur in Contact Center +ervices.
LO 1 Reo#!3e PECs #ee,e, !# Co#t%t Ce#ter Ser&!es 1ssess one6s 2ECs! characteristics attri/utes lifestyle s,ills traits 1ssess practitioner6s! characteristics attri/utes lifestyle s,ills traits Compare one6s 2ECs with that of a practitioner 5entrepreneur 1lign one6s 2ECs with that of a practitioner5entrepreneur •
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TLE4ICTCCPC0I601
CONTENT
CONTENT STANDARD
PERFORMANCE STANDARD
LEARNING COMPETENCIES
CODE
The learner independently creates a /usiness vicinity map reflective of potential mar,et in Contact Center +ervices within the locality5town.
LO 1 Reo#!3e %#, u#,erst%#, t8e =%r6et !# Co#t%t Ce#ter Ser&!es Identify the players5 competitors within the town Identify the different products5services availa/le in the mar,et
TLE4ICTCCEM0I601
LO 2 Reo#!3e t8e "ote#t!%9 usto=er.=%r6et !# Co#t%t Ce#ter Ser&!es Identify the profile of potential customers Identify the customer6s needs and wants through consumer analysis Conduct consumer5mar,et analysis
TLE4ICTCCEM0I602
LO 1 A""9> o="uter 7%s! o"er%t!o# "roe,ures /serve *+ policies and procedures in computer operation and internet navigation in accordance with re#uirements Chec, /asic peripheral devices /ased on proper connection. +tart computer according to logon procedures 1ccess operating system features and functions @se availa/le online help functions
TLE4ICTCCCO0I%01
ENVIRONMENT AND MARKET )EM+ • • • • •
• • • • •
9ar,et (Town) 8ey concepts of 9ar,et 2layers in the mar,et (Competitors) 2roducts : services availa/le in the mar,et
The learner demonstrates understanding of environment and mar,et in Contact Center +ervices in one6s town5municipality.
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9ar,et (Customer) 8ey concepts of identifying and understanding the consumer Consumer 1nalysis through! 3 /servation 3 Interviews 3 ?<0 3 +urvey
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LESSON 1$ PERFORM BASIC COMPUTER OPERATIONS AND INTERNET NAVIGATION )CO+ • • •
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+afety measures asic computer parts Connection of 2C hardware and peripheral devices 8ey/oard layout and functions asic 2C hardware and software operation and function Computer startup procedures perating system features nline help functions
The learner demonstrates understanding of concepts and underlying principles of /asic computer operation and internet navigation.
The learner independently demonstrates s,ills in /asic computer operation and internet navigation.
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CONTENT
CONTENT STANDARD
PERFORMANCE STANDARD
LEARNING COMPETENCIES
CODE
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1pplication programs installation procedure Installed programs configuration +earched features of a program nline help of a program
LO 2 I#st%99' o#(!ure %#, :or6 :!t8 %""9!%t!o# "ror%= Configure software settings according to the given tas, 9anipulate features of application programs +elect appropriate software in accordance with the given tas, pen destination of file directory +earch files and documents using the online help of a program
TLE4ICTCCCO0II%02
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*ard drive and file concepts ?ile saving and retrieving ?inding relevant information +oftware features5utilities
LO ? Or%#!3e %#, =%#!"u9%te (!9es Identify files in a directory5folder according to types and usage +ave documents with file names according to the re#uirement 9anipulate files according to the set procedures -estore deleted files using the standard utility Locate files5information using the standard features5utility
TLE4ICTCCCO0III%0?
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Internet application program installation Internet software Terms and definitions
LO @ or6 :!t8 I#ter#et Identify Installed Internet application programs and state according to their •
TLE4ICTCCCO0III0@
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CONTENT +earch Engine E3mail +ending and retrieving Internet connection Internet protocols and data types 2rivacy and security measures related to online tas,s
CONTENT STANDARD
PERFORMANCE STANDARD •
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+afety measures 2reventive measures for computer viruses Closing the files and programs 2rocedure in closing the computer
LEARNING COMPETENCIES purposes 0emonstrate Internet software on how it can /e use offline 0efine relevant terms and use correctly Identify potential security ris,s +earch files and documents in related lin,s using search engines ?ollow procedures in configuring privacy and security measures to online tas, 9anipulate e3mail messages /ased on re#uirements -etrieve files attached to incoming e3mails
LO * Lo o(( (ro= % o="uter /serve *+ policies and procedures in turning off the computer in accordance with the +2 @pdate installed firewall protection and anti3virus software +can remova/le storage devices using anti3virus software /efore opening any files5applications. +ave file /ased on proper procedures Close all application programs +hutdown the computer /ased on proper procedures +hutdown computer and peripheral devices •
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LESSON 2$ UNDERSTANDING OF LOCAL AND INTERNATIONAL GEOGRAPHY AND CULTURES )GC+
CODE
TLE4ICTCCCO0III80*
CONTENT •
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Introduction to local and international cultures Cultural varia/les 3 Time 7ones 3 *olidays 3 Cities etc. Cultural similarities and differences Local and international language5accent 1ccent improvement
CONTENT STANDARD
PERFORMANCE STANDARD
The learner demonstrates understanding of concepts and underlying principles of local and international geography and cultures.
The learner independently demonstrates s,ills in and apply understanding of local and international geography and cultures.
LEARNING COMPETENCIES
CODE
LO 1 A""9> 6#o:9e,e o( o==o# u9tur%9 &%r!%79es Identify cultural varia/les and values of target customers Identify cultural similarities and differences that affect customer and /usiness transactions
TLE4ICTCCGC0IV%01
LO 2 A""9> 6#o:9e,e o( 9o%9 %#, !#ter#%t!o#%9 eor%"8> ?amiliari7e with the different accents and regional style Identify geographic varia/les that affect customer and /usiness transactions 1pply ,nowledge of local and international geography in day to day /usiness transactions
TLE4ICTCCGC0IV,02
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CONTENT
CONTENT STANDARD
PERFORMANCE STANDARD
LEARNING COMPETENCIES
CODE
K to 12 BASIC EDUCATION PROGRAM TECHNOLOGY AND LIVELIHOOD EDUCATION INFORMATION AND COMMUNICATIONS TECHNOLOGY – CONTACT CENTER SERVICES (+peciali7ation) Gr%,e 15 Course Desr!"t!o#$ This is a speciali7ation course which leads to Co#t%t Ce#ter Ser&!es National Certificate Level II (NC II). It covers t:o )2+ core competencies that a
CONTENT STANDARD The learner demonstrates understanding of /asic concepts underlying theories and core competencies in Contact Center +ervices.
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PERFORMANCE STANDARD
LEARNING COMPETENCIES
The learner independently provides #uality and mar,eta/le service in Contact Center +ervices as prescri/ed in the TE+01 Training -egulation.
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CODE
0iscuss the relevance of the course Explain /asic concepts theories and core competencies in Contact Center +ervices Explore on opportunities for Contact Center +ervice as a career
PERSONAL ENTREPRENEURIAL COMPETENCIES 0 PECs )PC+ •
1ssessment of 2ersonal Competencies and +,ills (2ECs) vis343vis a practicing entrepreneur5employee in a province.
The learner demonstrates understanding of one6s 2ECs in Contact Center +ervices.
The learner independently creates a plan of action that strengthens5 further develops one6s 2ECs in Contact Center +ervices.
LO 1 De&e9o" %#, stre#t8e# PECs #ee,e, !# Co#t%t Ce#ter Ser&!es Identify areas for improvement development
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TLE4ICTCC15PC0I601
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CONTENT 3 Characteristics 3 1ttri/utes 3 Lifestyle 3 +,ills 3 Traits 1nalysis of 2ECs in relation to a practitioner 1pplication of 2ECs to the chosen /usiness5career
CONTENT STANDARD
PERFORMANCE STANDARD •
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LEARNING COMPETENCIES and growth 1lign one6s 2ECs according to his5her /usiness5career choice Create a plan of action that ensures success of his5her /usiness5career choice
CODE
ENVIRONMENT AND MARKET )EM+ 2roduct 0evelopment 8ey concepts of developing a product ?inding Dalue Innovation 3 @ni#ue +elling 3 2roposition (@+2)
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The learner demonstrates understanding of environment and mar,et in Contact Center +ervices in one6s town5municipality.
The learner independently creates a /usiness vicinity map reflective of potential Contact Center +ervices mar,et within the locality5town.
LO 1 De&e9o" % "ro,ut. ser&!e !# Co#t%t Ce#ter Ser&!es Identify what is of DalueF to the customer Identify the customer to sell to Explain what ma,es a product uni#ue and competitive 1pply creativity and Innovative techni#ues to develop mar,eta/le product Employ a @ni#ue +elling 2roposition (@+2) to the product5service
TLE4ICTCC15EM0I601
LO 2 Se9et % 7us!#ess !,e% 7%se, o# t8e r!ter!% %#, te8#!
TLE4ICTCC15EM0I602
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+electing usiness Idea 8ey concepts of +electing a usiness Idea 3 Criteria 3 Techni#ues
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CONTENT •
CONTENT STANDARD
PERFORMANCE STANDARD
randing
LEARNING COMPETENCIES LO ? De&e9o" % 7r%#, (or t8e "ro,ut Identify the /enefits of having a good /rand Enumerate recogni7a/le /rands in the town5province Enumerate the criteria for developing a /rand
CODE TLE4ICTCC15EM0I60?
LO 1 A#%9>3e o==u#!%t!o# "roess Identify communication pathway availa/le in accordance with the contact center +2 Identify elements of communication in each pathway Ta,e appropriate action according to esta/lished practices Identify /arriers to communication in a customer contact center Ta,e actions in accordance with company policies
TLE4ICTCC15CE0I%01
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LESSON 1$ COMMUNICATE EFFECTIVELY IN ENGLISH )CE+ •
Communication pathways ver/al written email and other electronic methods supervisors peers and su/ordinates agent to customer Elements of communication 9essage sender transmission medium recipient noise context B%rr!ers noise time message #uality ethnocentrism conflict of ideas pre3=udgment
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The learner demonstrates understanding of concepts and underlying principles in communicating effectively in English.
The learner independently demonstrates the proper s,ills of communicating effectively in English in accordance with company policies.
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CONTENT ral s,ills phonemes sentence construction
CONTENT STANDARD
PERFORMANCE STANDARD
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LO ? Use "%r%9%#u%e o==u#!%t!o# ues Identify the importance of voice and accent in the contact center industry @se correct vocal techni#ues to enhance the message reception. -ephrase messages to suit conversational cues to convey ideas @se paralinguistic cues appropriate to customers and wor,place situations in accordance with the esta/lished procedures
TLE4ICTCC15CE0II%0?
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CODE TLE4ICTCC15CE0I,02
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LEARNING COMPETENCIES LO 2 Co==u#!%te %#, 9!ste# e((et!&e9> Identify the difference /etween ver/al communication and other communication types as per company and customer re#uirements @se English language through oral written listening and grammar s,ills @se active listening techni#ues to enhance the transmission of messages to develop message reception Create translation of ver/al communication into written5electronic communication according to written standards •
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Doice rate volume pitch tone 1ccent stress intonation /lending phrasing Conversational Cues
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LESSON 2$ DELIVER ;UALITY CUSTOMER SERVICES );S+ • •
Types of industry usiness 2rocess
The learner demonstrates understanding of concepts and underlying principles in
The learner independently demonstrates appropriate approaches in delivering #uality
LO 1 De=o#str%te u#,erst%#,!# o( t8e BPO.C%99
TLE4ICTCC15;S0III%01
CONTENT utsourcing Types of products and services Call center agents performance matrix
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CONTENT STANDARD delivering #uality customer services.
PERFORMANCE STANDARD customer services in accordance with call center industry policies.
LEARNING COMPETENCIES
CODE
Ce#ter !#,ustr> 0escri/e the 25 Call Center Industry 0escri/e the /asic services related to customer service sales and technical support within 25 Call Center Industry Explain the /asic performance matrix of a call center agent •
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Clients5customers6 needs counseling directory /oo,ing technical support academic instruction travel advisories sales data gathering 2roducts and services financial services technical support sales support client3specific products Interactive communication
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LO 2 Tr%#s=!t.ree!&e %99s to or (ro= usto=ers Identify types of calls in accordance with the client5customer6s needs @se interactive communication in accordance with customer 3 management relationship standards 1ddress customers6 in#uiries5concerns 2rovide courtesy to the customer in accordance with customer relationship management Esta/lish rapport in accordance with customer5client relationship Identify in#uiries5concerns re#uired for transfer5hold in accordance with the enterprise policy. +ummari7e the information and confirm that the o/=ectives are met when ending calls /serve proper telephone eti#uette in closing the conversation 2rotect customer information •
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TLE4ICTCC15;S0III,02
CONTENT 1voiding sensitive topics (e.g. politics religion) •
CONTENT STANDARD
PERFORMANCE STANDARD
LEARNING COMPETENCIES
CODE
*old process why hold is necessary permission /efore placing customers on hold hold time estimates
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returning to the call if hold is longer than estimated time ac,nowledging the customer for holding upon returning to the call 2hone eti#uette Creating a good first impression ?ollowing the standard hold procedure Transferring a call Ta,ing notes during the call 9a,ing a last impression
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2rotocols for handling difficult or irate customers 2rocess of handling customer in#uiries
Empathy 1c,nowledging peoples6 feelings @nderstanding the customer5clients6 situation
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1c,nowledging the situation and providing appropriate response
LO ? H%#,9e usto=ers o="9%!#ts -espond to complaints promptly with empathy 1ddress customers6 complaints with clear direct accurate and timely response Esta/lish details of complaints and use /asic remedies in accordance with enterprise policy •
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Implement appropriate referral or hands3off procedures as re#uired.
TLE4ICTCC15;S0IV%0?
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CONTENT Language for dealing with customer complaints 2rocess of handing off customers to supervisors 2ro/lem solving s,ills 1ctive listening or #uestioning s,ills Instruction techni#ues 0ocumentation procedures Influencing5 2ersuasion techni#ues
CONTENT STANDARD
PERFORMANCE STANDARD
LEARNING COMPETENCIES
CODE
-efer complicated concerns to higher authority LO @ Pro&!,e %(ter0s%9es su""ort %#, ,ou=e#t e&e#ts TLE4ICTCC15;S0IV0@ Ensure customer satisfaction /y ma,ing a return call 0iscuss action5s necessary to resolve complaint5s and confirm with the customer -ecord agreements reached with the customer and implement within agreed timeframe Initiate follow3up action5s to ensure that agreements with customers are implemented 0ocument actions and resolutions agreed3upon with the customer in accordance with company procedures + •
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