| The customer's access to the call centre as well as the standard greeting and close required on every phone call. |
| Communication techniques and skills inherent to an exchange between two parties over the telephone and which fundamentally impact the customer's emotional reaction to what is occurring. |
| How the operator responds to specific questions about the product and service from a prospective customer calling Sales. |
| The use of a consultative, needs based sales process. |
| Existing customers calling Service with either basic enquiries about the product and service, complaints or requesting information on cancellation. |
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