Phone Skills
Training and self-study materials for improved customer service on the phone. Topics include voice quality, listening skills, making a positive impression, building rapport, handling difficult customers, and more.
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Customer Communicator
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Customer Service: The Telephone Connection
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Guide to Effective Listening
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Guide to Handling Difficult Customers
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Handbook of Advanced Phone Skills
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Handbook of Essential Phone Skills
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Monitor Mirrors
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Sounding Great on the Phone
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Study Guide: Customer Service: The Telephone Connection (PKG/10)
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