Customer service

Managing the performance system

Debt collection and management

Assessing performance

Selling through call centres

Assessing quality

The sales process

Leadership and decision-making

The move to selling

Understanding the business

Principles of marketing

Work organisation

Mail order

Benchmarking and standards

Legal

Developing the assessment framework

Tele-excellence

Handling conflict

Communications skills

Assertiveness

Communication and motivation

Factors within and outside your control

Team building

Dealing with emotions and perceptual differences