Opening The Call

Why Hold Times Are Costly

Why Building Rapport Is Critical to Customer Satisfaction

How attendance impacts the organization

Timing

Delivering The Best Offer

Reacting To Their Reason

Taking An Interest In Customers

Vocal Confidence Pt 1

Building Better Rapport

Coaching and Improving Problem Solving Skills

Disagreeing With Customers

Suggestive Cross-Selling and Up-Selling

Effective vs. Passive Listening

Reducing handle time & Improving Call Flow Management

Taking ownership of an issue

Vocal Confidence Pt 2

Collections Definitions

Smile

Top 10 Statements of Acknowledgment

Building Strong Relationships Through Listening

Offering the best solutions

Listening and Acknowledging

Why Leaving Early Hurts Your Team

Great Greetings!

Examples of Effective Listening

Conversational Flow

Why handle times affect customer satisfaction

Top Call: Understanding customer needs

Urgency

Developing Customer Needs

Closing The Sale

Using Positive Language and Empathy

Acknowledging Angry Customers

Choosing Your Battles

Carefully Listening

Top Call: Handling an irate customer

Overcoming Objections and Closing the Sale

How To Be A Good Debt Collector

Managing Break Adherence

Top Call: How to handle customers without high hold time

Speaking Your Customer's Language

Mirroring

How does attendance affect your paycheck

Omni Channel Connection

Complimenting Customers