1. Introduction
2. Quality of Service on the Phone
3. Structure of Speech on the phone
4. Voice Usage, Tone and Courtesy, Negative Tone Diction (Voice on the Phone, Breath, Tone, Emphasis, Articulation, Address)
5. Unwanted Words
6. Good Effective Right Speech
7. Communication Barriers and Conflicts on the Phone
8. Communication Errors on the Phone
9. Active / Effective Listening on the Phone
10. Customer Focus, paying attention
11. The importance of empathy
12. The Importance of the Words Chosen in Speaking
13. When and how to end the call
14. Criteria to be followed in inbound calls
15. Eligibility for Target Audience
16. Trust, Confirmation, Understanding, not holding up
17. Establishing Trust Zone
18. Information Gathering, Questioning and Solution Providing Techniques
19. Asking Questions: Open, Closed-Ended Questions
20. Detection of Customer Requests in a Short Time and Quick Return on the Phone


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