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E/LMS 223 Telephone Skills
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E/LMS 223 Telephone Skills
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◄ Telephone Skills Post Assessment
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Introduction
Who Are Our Customers?
Customers are Important
Importance of Customer Service
Types of Service
Customers’ Expectations
How Customers Perceive Service
The Service Formula
Service Quality
Introduction
Listen
Asking Questions
Assertive Responses
Your Telephone Voice
Professional Language
Telephone Service Procedures
Introduction
Contact Pattern
Basic Contact Pattern Steps
Introduction
Handling Angry Customers
Tips for Handling Your Own Anger/Frustration
Telephone Skills Post Assessment
Stride
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