Learners listen to effective techniques to successfully interact with customers via the telephone. They also submit their own suggested replies to customers in various scenarios. Topics include general telephone etiquette, dealing with angry callers, working with confused or unsure customers, and managing voicemail. A quiz completes this customer service activity.

The learner will identify ways to overcome barriers to critical thinking and problem-solving including false memories, personal biases and prejudices, and physical and emotional hindrances.

The learner will understand how to use brainstorming and a decision matrix to find the best solution to a problem.

Students view the steps, symbols, and benefits of creating a process flowchart. They then perform a self-assessment to determine their level of understanding.

Students view the steps, symbols, and benefits of creating a process flowchart. They then perform a self-assessment to determine their level of understanding.

In this learning activity you'll read descriptions of military standards, ANSI, ISO, calibration system standards and audit system reference standards. These topics would be important for the CQT (certified quality technician).

In this interactive object, learners check their knowledge of concepts related to the cost of ensuring quality in manufacturing as they relate to the categories of appraisal, prevention, internal failures, and external failures.

In this learning activity you'll define and explain the broad steps in achieving quality in an organization.

In this learning object you'll review the basic quality principles of customers, suppliers, customer satisfaction, and customer expectations.

Quality Tools

Quality and Environmental Cost Management

Curating Quality Under Pressure

Quality & Safety