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S/NVQ Level 2 Call Handling Operations Student Pack By Keith Bowen

S/NVQ Level 2 Call Handling Operations Student Pack
by Keith Bowen

In Stock
$69.99
+10% GST
This title provides students with all the knowledge required to pass the NVQ Level 2, while the CD-ROM provides an assessment tool-kit, additional information and case studies.
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S/NVQ Level 2 Call Handling Operations Student Pack Summary


S/NVQ Level 2 Call Handling Operations Student Pack by Keith Bowen

Organisied into units of the NVQ2 qualification, this combined book and CD-ROM provide a tuition guide to gain the skills and knowledge required to work in the call handling service industry. Organisied into units of the NVQ2 qualification, this combined book and CD-ROM provide a tuition guide to gain the skills and knowledge required to work in the call handling service industry.

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Table of Contents


Candidate HandbookForewordAbout the CD-ROMIntroductionSkills Scan - Choosing your option unitsMandatory UnitsUnit 1 - Contribute to developing and maintaining positive caller relationshipsUnit 25 - Contribute to an effective and safe working environmentUnit 26 - Contribute to improving the quality of service provisionOptional UnitsUnit 2 - Address the needs of callersUnit 6 - Make arrangements on behalf of callersUnit 7 - Authorise transactions using telecommunicationsUnit 9 - Offer products and services over the telephoneUnit 11 - Enter and retrieve information using a computer systemUnit 17 - Process telephone callsTest your knowledge - AnswersGlossary of call handling termsCD-ROMOptional UnitsUnit 8 - Generate sales leads for follow-up callsUnit 10 - Undertake telephone researchUnit 12 - Communicating information using email facilitiesUnit 18 - Provide information and documentation to meet requirementsUnit 21 - Contribute to the handling of incidents and resourcesUnit 47 - Remotely provide, modify or cease telecommunication serviceAssessment ToolkitGlossary of NVQ termsAdditional resources for Units 25 and 26

Additional information

GOR003238529
S/NVQ Level 2 Call Handling Operations Student Pack by Keith Bowen
Keith Bowen
Used - Very Good
Hardback
Pearson Education Limited
2002-11-06
360
0435455613
9780435455613
N/A
Book picture is for illustrative purposes only, actual binding, cover or edition may vary.
This is a used book - there is no escaping the fact it has been read by someone else and it will show signs of wear and previous use. Overall we expect it to be in very good condition, but if you are not entirely satisfied please get in touch with us.