PART 1 – PREPARING

Make Every Call a Success. Summary. Chapter 4 – Voice. Voice: The Instrument of Communication. Voice Quality. Rate of Speech. Diction. Inflection/Tone. Volume. Summary. Chapter 5 – Customer Rapport. The Importance of Good Rapport. The Greeting. Using the Customer’s Name. Communicating Respect for the Customer. Matching the Customer’s ... ................
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