This pathway has 6 videos to help you improve your telephone etiquette skills.

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  Answering the Telephone (10 min)

  This 10 minute video shows some techniques on answering the telephone. It includes the phone greeting and asking permission to ask questions.

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  Award Winning Telephone Techniques Part 1 (10 min)

  This video focuses on the first five of ten telephone techniques that will help set you apart and above others in your industry. These techniques are based onto CRM Awards criteria and are suitable for all centres around the world.

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  Award Winning Telephone Techniques Part 2 (10 min)

  This video focuses on the second five of ten telephone techniques that will help set you apart and above others in your industry. These techniques are based onto CRM Awards criteria and are suitable for all centres around the world.

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  Telephone Call Control (10 min)

  In this video, we explain what the benefits and best techniques are for demonstrating great telephone call control. This will help in reducing call times and unwanted additional calls. The benefits are both for you and the customer.

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  Communication Skills (10 min)

  This 10 minute video explains about communication, tone, modulation and body language.

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  Outbound Calling (10 min)

  This video covers the topic of outbound calling including cold calling, preparing for calls, call objectives and preparation.