http://www.loc.gov/mods/v3 http://www.loc.gov/standards/mods/v3/mods-3-2.xsd
Staff in call centres need to learn to communicate clearly, especially if someone has difficulty understanding. Key Learning Points: Listen carefully to identify needs. Question to clarify and check. Give information clearly. Explain methodically. Ensure information is understood.
Title from resource description page (viewed Apr. 28, 2014).