In this learning activity you'll explore four ways to engage your customers and improve your customer service skills.

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

In this learning activity you'll describe customer requirements and specifications as they relate to "Quality" in an organization.

In this learning activity you'll practice your customer service skills in a number of IT real world job scenarios.

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.

Students complete an exercise to help determine the profile of customers who would use their businesses.

In this learning activity you'll examine the difference between two types of interactions with customers, encounters and relationships.

In this learning activity you'll be introduced to soft skills, or people skills, needed by all IT professionals.

In this learning activity you'll be introduced to the communication model and how it impacts your work as an IT professional.

Learners answer 20 questions related to providing responsible customer service. The questions are presented in a game show format, and immediate feedback is provided. A final score is given at the end of the activity.

Explore how aligning on-screen text and narration with graphics can help improve knowledge retention and learner engagement.

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

Learners access information on telephone techniques in the workplace and create customer focused responses.

In this animated object, learners examine how to establish an effective supply chain that builds customer loyalty.

In this learning activity you'll practice formatting a rejection letter by arranging customer service content.

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

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

In this interactive object, learners read a description of value-added and non-value-added activities and then place various work duties into these two categories.

Learners read about Six Sigma philosophy and methods. The need for high quality levels for today's customers is stressed.

Learners answer 20 questions related to a customer's blood alcohol content. The questions are presented in a game show format, and immediate feedback is provided. A final score is given at the end of the activity.