Learners hear examples of customer focused responses to upset callers. They then practice rewording negatively phrased responses by employees.

In this learning activity you'll create strategies for sending and receiving complaints and requests.

In this learning activity you'll examine strategies to help you deal with tricky personal and business communication situations.

Learners read how low defect levels can cut production costs. Six Sigma success means reduced inspection expenses, less rework, and fewer customer complaints.