Professional Documents
Culture Documents
QUALIFICATION LEVEL : NC II
COURSE DESCRIPTION :
COURSE OUTCOMES:
Course Structure
LO2. Gather and assess information related to customer queries on products and
services using active listening and inactive communication,
COURSE DELIVERY:
2. Methodology
Lecture/discussion
Practical exercises
Simulation
3. Resources:
EQUIPMENT MATERIALS
Computer with peripherals Software applications
Ergonomic Computer tables and chairs Yahoo Messenger with Voice ( or Skype,
etc. to do data and voice
Internet subscription communication)
Telephone Simulation web site
Headset RJ 45
UPS UTP cable
Server Tape (audio/digital)
Hub – 26 port Bond paper
Fax machine Voice sampling
Voice recorder
PC Video camera
Whiteboard
Contact cleaner
MODULE OF INSTRUCTION
CERTIFICATE LEVEL : NC II
ASSESSMENT CRITERIA:
CONTENTS:
1. Definition of communication
2. Elements of communication
3. Communication models
4. Forms of communication
5. Barriers to communication
6. Communication and customer care
7. communication issues in the contact center
ASSESSMENT CRITERIA:
CONTENTS:
1. Subject-verb agreement
2. Verb tenses and aspect
3. The uses of preposition
4. Sentence sense achieving clarity,
5. modifiers
6. Mechanics of voice
7. Element of speech
8. Table of relationships
9. Projecting confidence
10. Phonemes
11. Distinct source of Filipino and English
12. Vowel and consonant guide
13. Accents
14. Standard American accent
15. Types of stress
16. Essential of good pronunciation
17. Blending, Phrasing and Intonation
18. Good sentence construction
19. Effective expression
1. telephone/fax machine
ASSESSMENT CRITERIA:
CONTENTS:
1. Proper posture
2. Hand movements and application
3. Facial expression in various context
4. Color
5. Appearance/good grooming
ASSESSMENT CRITERIA:
CONTENTS:
LO2. Gather and assess information related to customer queries on products and
services using active listening and inactive communication,
ASSESSMENT CRITERIA:
CONTENTS:
1. type of customers
2. basic oral communications
3. company standard on interacting with customer
4. company ‘s culture and values
5. information on types of company s’ products and services
6. company policies on
ASSESSMENT CRITERIA:
CONTENTS:
ASSESSMENT CRITERIA:
CONTENTS:
ASSESSMENT CRITERIA:
CONTENTS: