Unit 1: Good customer service Unit 2: My Customers Unit 3: Receiving Customers/Visitors Unit 4: Communicating with Customers Unit 5: Process a query in order to respond to a customer need Unit 6: Escalating a call or query Unit 7: Monitoring Visitor's satisfaction Unit 8: Steps to improve the level of satisfaction - Coaching Skills Unit 9: Selling face to face and over the telephone