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 explore four ways to engage your customers and improve your customer service skills.

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.

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

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.

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.

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

In this learning activity, you will learn about testing for user experience design.

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

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.

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.

The learner will become familiar with eight principles of collaborative leadership to build a team where members find satisfaction and reward in their job.

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

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.

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