time value of money.ppt - Challenging Calls For More...

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Challenging Calls For More Information Contact: Impact Learning Systems International P.O. Box 14110 San Luis Obispo, CA 93406 Toll Free: 800.545.9003 Voice: 805.781.3283 Fax: 805.545.9075 Email: [email protected] www.impactlearning.com
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© 2010 Impact Learning Systems International www.impactlearning.com 2 Challenging Calls “How many times do I have to tell you people about this? Every single person that works at your company is so backwards. Geez, you can’t even get my name spelled right! What a bunch of idiots!” re you sitting up a little straighter in your chair? Are you thinking this call is not going to be a whole lot of fun? Well, don’t let this customer’s hot air blow your hat off. Even though challenging calls are not always enjoyable, they are important and meaningful for what they teach you and for the sense of satisfaction you get from handling them well. We have some guidelines to share with you that will help turn a frazzling situation into a fine situation. When it comes to challenging calls, prevention is the best medicine. Here are some suggestions to apply when faced with a challenging call: Question to uncover exactly what the customer needs.
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