Table of Contents:

I – In the Office:

A – Handling Written Responses

-Response to a customer complaint

-Delay making a decision

-Accepting responsibility for missing a deadline

-Complaining about a late delivery

-Rescheduling an appointment

B – Handling Meetings

-Asking why someone is late

-Asking people to stop side talking

-Asking for someone’s opinion

-Assigning a role to someone

-Asking someone to take notes

C – Handling Telephones

-Asking someone to hold the line

-Telling someone to call back later

-Transferring someone to another person

-Apologizing for a mistake

-Handling an irritated customer

D - Handling Presentations

-Telling everyone to ask questions anytime

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