Learning Outcome

Name of the unit: Improving communication skills in dialogue marketing

Qualification: Marketing specialist

Professional area: Economy, administration, languages

EQF-level: 4

Level of the participant: Advanced

Description of the unit: The learner knows how to work independently as well as in a team. He/she is able to communicate verbally and by writing, knows how to process customer requests and can support fellow trainees.

Knowledge

The beneficiary is able to...

- name    saftey and privacy regulations at the work place.  

- use    the technical communiation devices for his/her own work.  

- define    the important steps of a professional communication process via phone.  

Skills

The beneficiary is able to...

- handle    complaints and claims from customers  through phone calls.        

- capture and retrieve    customer and order data during the phone call.          

- analyse and process    customer requests  via the phone or E-mail.        

Competences

The beneficiary is able to...

- solve    communication difficulties independently  in order to please the customer and to create a professional working environment.