Welcome to Epsidon

Verbal Communication

1. Table of Contents
   1. Introduction.
   2. Preparing for a call
   3. Answering the call
   4. Making an external call
   5. Screening a call using Verification and Authentication.
   6. Building relationships
   7. Managing active listening
   8. Telephone Etiquette
   14. Educating the customer /selling your company
   15. Handling complaints/ irate customers
   16. Transfers and messages
   17. Ending the call
   18. Voicemail
   19. Positive Scripting
   20. World Quality Tips
2. Learning OutcomesAfter completing this module the learner will be able to:
   1. Prepare for a call
   2. Answer a call using the three phrase greeting
   3. Screen correctly using Verification and Authentication
   4. Build the relationship by personalizing your services
   5. Manage active listening
   6. Provide correct information and recommend solutions
   7. Educate your customer/sell your company
   8. Handle difficult callers and situation
   9. Transfer calls correctly and take messages
   10. End a call
   11. List the importance of a professional voicemail
   12. Provide positive scripting

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