Welcome to Epsidon
Verbal Communication
- Table of Contents
- Introduction.
- Preparing for a call
- Answering the call
- Making an external call
- Screening a call using Verification and Authentication.
- Building relationships
- Managing active listening
- Telephone Etiquette
- Educating the customer /selling your company
- Handling complaints/ irate customers
- Transfers and messages
- Ending the call
- Voicemail
- Positive Scripting
- World Quality Tips
- Learning OutcomesAfter completing this module the learner will be able to:
- Prepare for a call
- Answer a call using the three phrase greeting
- Screen correctly using Verification and Authentication
- Build the relationship by personalizing your services
- Manage active listening
- Provide correct information and recommend solutions
- Educate your customer/sell your company
- Handle difficult callers and situation
- Transfer calls correctly and take messages
- End a call
- List the importance of a professional voicemail
- Provide positive scripting
Course Creator:
Company:
Great content… nice to go back to basics ..
Great content
Excellent verbal communication is a key to maintaining successful business relationships.
Effective communication causes productivity to increase, errors to decrease and operations to run smoother.
Communication is key to business across the board, applied correctly in house and to public.
I absolutely loved this. Reminded me of my time at reception. These skills are so vital to any position.
Comprehensive and a good reminder