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Telephone

Operator
Training for
PJ Enterprises

2016 Superior Solutions and PJ Enterprises. All Rights Reserved.

Table of Contents
Instructor Information ..................................................................................... iii
Content Introduction .........................................................................................................iii
Topics ...............................................................................................................................iii
Timeline ............................................................................................................................iii
Preparation Checklist ...................................................................................................... iv
Audience Information ...................................................................................................... iv
Facilitation Tips................................................................................................................. v

Class Overview ................................................................................................. 1


Lesson 2D: Using the Electronic Product Guide ........................................... 7
Introduction ....................................................................................................................... 7
The Electronic Product Guide .......................................................................................... 9
Practice Exercises .......................................................................................................... 16

Lesson 4 CDE: Dealing with Difficult Customers ........................................ 18


Introduction ..................................................................................................................... 18
Starting Off Right ............................................................................................................ 20
Empathy and Patience Techniques................................................................................ 21
Handling Customer Grievances ..................................................................................... 23
Role-Play Exercise ......................................................................................................... 24

Telephone Operator Training

Table of Contents

Page i

Instructor Information
Content Introduction
The telephone operator training for PJ Enterprises is intended to train the telephone operators at PJ
Enterprises on principles of telephone customer service and use of the updated electronic product guide.

Topics
The following lessons will be covered during the telephone operator training. These are not necessarily
in the sequence in which their job is performed. However, every aspect of a telephone operators day
has been covered in the schedule.

Lessons

Telephone
Operators

Supervisors

Course Overview

Lesson 1: Following General Call Procedures

Lesson 2: Processing New Orders

Lesson 3: Processing Returns

Lesson 4: Handling Customer Grievances

Lesson 5: Processing Queries on Existing Orders and Billing


Questions

Lesson 6: Review and Summary of Training

Timeline
This workshop should take approximately seven to eight hours to complete, split into two separate
sections. Timing is flexible and can be adjusted based on needs of the audience.

Lessons

Total Time

Session 1

3 hr 25 min

Course Overview

10 min

_:_ to _:_

Lesson 1: Following General Call Procedures

60 min

_:_ to _:_

Lesson 2: Processing New Orders

60 min

_:_ to _:_

Break

15 min

Lesson 3: Processing Returns

60 min

Telephone Operator Training

Instructor Information

_:_ to _:_

Page iii

Session 2

3 hr 45 min

Lesson 4: Handling Customer Grievances

90 min

_:_ to _:_

Break

15 min

_:_ to _:_

Lesson 5: Processing Queries on Existing Orders and Billing


Questions

60 min

_:_ to _:_

Lesson 6: Review and Summary of training

60 min

_:_ to _:_

Preparation Checklist
Several Days before the Training

Review this guide and be familiar with all the content, including appendices.

Review the technology and request additional computers as needed.

Review and set up your PowerPoint presentation.

Save audio clips to computer in the same folder as the PowerPoint presentation.

Check that the electronic product guide is working on each trainee computer.

Gather supplies that you will need the day of the training.

On the Day of the Training

Visit the training rooms.

Ensure that the technology and other equipment is working.

Test the audio clips using the audio system.

Gather and lay out supplies and refreshments.

Set up a parking lot on a flip chart for questions.

Ensure that you have the attendance list.

Check the number of student guides and job aids equals the number of attendees.

Open to the first slides of the presentation.

Checklist of Materials

Trainer and trainee computers with electronic product guide installed

Tables set up in groups of three for role-play

Flip chart or whiteboard with markers

Printed student guides

Audience Information
The audience for this training is the 25 telephone operators and supervisors at PJ Enterprises.

Telephone Operator Training

Class Overview

Page iv

Telephone Operators: Most telephone operators range between 18-60 years in age. This audience mostly
consists of women with various levels of experience in customer service. Many are beginners in this
field of work while others are seasoned operators. The average level of education ranges from high
school diploma/GED to some college.
Supervisors: Supervisors range between 25-60 years in age. This group is more experienced in
providing customer service and has generally worked for PJ Enterprises longer than the telephone
operators have. Their average level of education ranges from high school diploma/GED to some college.

Facilitation Tips
The following are some tips to think about when you are preparing for and leading the Telephone
Operator Training.

Be prepared!

Before each session, work with co-facilitators, supervisors, and IT staff to plan for any
unexpected challenges that might arise, such as an internet or computer outage, equipment failure,
etc. Test all equipment the day before the training session.

Read through the facilitator guide to familiarize yourself with the material. Practice presenting the
information several times before the training, and make sure all of the resources you need are
ready before the training.

Post activity and role-play instructions on a slide or flip chart, in addition to those in the learner
guide, so that you can point them out as you are explaining them. You can also re-direct the group
to these instructions if the activity goes off-track.

Managing time

Keep track of scheduled time for each lesson. If you have a co-facilitator, agree on a signal that
person will give when you are nearing the end of a time period.

Note information or activities that you can cover more quickly or skip if you are running long.
Have additional discussion points or examples in mind if the session is running short.

Presentation tips

Dont try to memorize the script and present it word-for-word. Familiarize yourself with the
material, use the points on the slide or facilitator guide to remind you of important things to cover,
but present information in your own words. This will feel more natural for you, and more
authentic for the learners.

Solicit examples of personal experiences from the trainees, and contribute your own applicable
experiences as examples. The more real-world experience you bring as a facilitator, the more the
trainees will trust your expertise.

Feel free to move around the front of the room, away from the podium and computer, when
presenting information or leading a discussion.

Speak slowly and clearly.

Stop frequently to ask if there are questions.

Telephone Operator Training

Class Overview

Page v

Group and activity management

If an individual is dominating the conversation during large group discussions, thank the person
for their input and ask to hear opinions from others. If it continues, take the person aside during
the break and ask them to allow others to contribute.

If a trainee asks a lot of questions, tell them that you welcome the questions and gently ask them
to post it on the parking lot. Tell the audience that all their queries and questions will be addressed
by the end of the session.

In small group activities, circulate and observe the groups to ensure that everyone is participating
and no one is dominating. If the group stalls out, ask a leading question or suggest another angle
they can explore.

Telephone Operator Training

Class Overview

Page vi

Class Overview
Time: 10 min.

Display: this slide as everyone


arrives in the room.
Welcome: the students to this
training course.

Go over: administrative details.


Tell: the length of the training
course (2 x four-hours sessions)
Explain: We will stop for a 10minute break every two hours, or
as soon as a suitable time to take a
break occurs. Lunch is not
provided, although cookies and
coffee are located in the back of
the room.
Ensure: All attendees sign the
Training Attendance Form.

Telephone Operator Training

Welcome
Welcome PJ Enterprises' Telephone Operator Training.

Administrative Details
This training session will be about 4 hours long. There
will be a second four-hour session within the next
week.
Please feel free to use the restroom as needed. We will
stop for a 10-minute break approximately every two
hours. Cookies and coffee are available on the back
table.
If you have questions throughout the lesson, please feel
free to ask at any time.
Please make sure you sign the Training Attendance
Form before we begin the lesson.

Class Overview

Page 1

Introduce: yourself as the trainer.


Provide your name, company, and
job role, length of time with the
company, and a fun fact about
yourself.
Ask: each attendee to do the same.
Refer to the slide if prompting is
required.

Telephone Operator Training

Introductions
Your trainer will introduce themselves.
You will then each introduce yourselves, by giving
your name, role, length of time with PJ Enterprises, and
a fun fact about yourself.

Class Overview

Page 2

Go over: the purpose of this


training.
Emphasize: that although many of
the team already have extensive
experience in customer service
skills, this training will help to
align the teams skills.

Telephone Operator Training

Purpose of Training
This course was designed specifically for the telephone
operators at PJ Enterprises.
You will learn how to effectively use the new electronic
product guide to find the information you need, along
with various customer service and upselling techniques.

Class Overview

Page 3

Check: that all the employees in


attendance meet the requirements.

Pre-requisites of Training
In order to complete this training, it is important that
you are a telephone operator or supervisor and, if you
are new to the company or department, you must have
completed the new hire orientation for telephone
operators.

Telephone Operator Training

Class Overview

Page 4

Go over: the course objectives.

Course Objectives
At the end of this course, telephone operators will be
able to:

Telephone Operator Training

Follow call procedures for greeting customers,


determining purpose of call, maintaining positive
tone, and ending call accurately 100% of the time.

Select and use the appropriate script for each call


with no errors.

Enter new orders efficiently with one or zero


questions repeated to customers per call.

Use the electronic product guide to answer


customer questions and inquiries with no errors.

Recommend appropriate products and specials to


customers based on customer queries and previous
purchases.

Correctly identify and promptly transfer calls that


require service from a supervisor.

Resolve customer grievances using authorized


protocols and remedies so that 75% of customers
who call with complaints end the call saying that
their issues were adequately resolved.

Class Overview

Page 5

Explain: the organization of this


course and the agenda for todays
session.
Tell: the attendees that there will
be brief follow-up training sessions
during their monthly team
meetings.

Organization of Training & Agenda


This training is organized into six lessons. During each
lesson we will cover various aspects of these tasks
including using the new electronic product guide and
call scripts.

Follow-up training will also be held during monthly


team meetings to ensure best practices are being
followed by everyone.

Ask: if there are any questions


before the lesson begins.

Questions
Does anyone have any questions before we get started?

Telephone Operator Training

Class Overview

Page 6

Lesson 2D: Using the Electronic Product Guide


Time: 30 min.

Introduction
Tell: participants that the
paperbacked product guide at PJ
Enterprises is being replaced by an
electronic product guide. They will
learn how to use the new product
guide in this lesson.

Explain: that one of the tenets of


PJ Enterprises is their commitment
to customer service. However,
customer complaints are on the
rise due to the length of calls. One
of the reasons the calls take so
long is because the paperback
product guide prevents telephone
operators from quickly finding the
requested information. The
electronic product guide will
hopefully help solve this problem
by allowing telephone operators to
quickly find the information they
need.
Tell: them that theyll learn how to
access and use the electronic
product guide and then have a
chance to practice using it.

Explain: that they will have the


opportunity to use the guide to
answer customer inquiries.

Introduction
PJ Enterprises currently has over 500 products in their
current paperback product guide. Unfortunately, it is
not easy to use because it is not cross-referenced and
lacks pictures of the products. To improve its
functionality, we have replaced the paper with a
searchable electronic version. In this lesson, you will
learn how to use the electronic product guide.

Importance
The current paper version of the product guide is
ineffective because it takes too long to find the
information you need. Customers become frustrated
due to the long call times and complaints increase. The
new electronic product guide will shorten call times
because you will be able to quickly find the information
you need.

Overview
In this lesson, youll learn about the electronic product
guide, including how to access it and conduct a search.
You will have a chance to practice using the guide to
answer customer questions.

Objectives
In this lesson, youll:
Use the electronic product guide to correctly
answer a customers question

Telephone Operator Training Error! Reference source not found. the Electronic Product Guide

Page 7

Topics
This lesson includes the following topics:
Topic

Page

1 Introduction
2 How to Use the Electronic Product
Guide
3 Practice Exercise

Telephone Operator Training Error! Reference source not found. the Electronic Product Guide

Page 8

The Electronic Product Guide


Explain: to them that the current
paperback product guide had a
number of issues that were leading
to higher call times and increased
customer complaints. These issues
led management to replace the
paperback guide with an electronic
version.

Introduction
The PJ Enterprises replaced their paperback product
guide with an electronic product guide. Management
decided this change was necessary because the paper
version:

Made information hard to find since it was not


indexed or cross-referenced

Written in hard-to-read, paragraph form

Lacked pictures

Wore out quickly

Lacked cross-selling information

Created stressful environment for telephone


operators due to impatient customers

In addition, the difficulty of finding information led to


longer call lengths and increased customer complaints.

Telephone Operator Training Error! Reference source not found. the Electronic Product Guide

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Go over: the improvements that


are included in the electronic
product guide.

Introduction, cont.
This new redesigned electronic product guide includes:

Keyword search functionality

Easy-to-read, bulleted information

Pictures of all products

Recommended cross-sell products

Telephone Operator Training Error! Reference source not found. the Electronic Product Guide

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Accessing the Guide


Explain: to the participants that
the electronic product guide is
easy to locate on their computers.
Demonstrate: how to access the
electronic product guide.

Accessing the Guide


The electronic product guide is easy to find.
To access the guide,

Go to the desktop screen

Find PDF file called PJ Product Guide

Double-click to open

Telephone Operator Training Error! Reference source not found. the Electronic Product Guide

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Using the Guide


Explain: that the ability to search
for keywords will make it much
easier and quicker to answer
customer questions.
Go over: the general steps in
searching to search in the product
guide.

Using the Guide


One of the best features of the electronic product guide
is the ability to search for specific products and
keywords. This will make it quick and easy to find
exactly what you need. Imagine how that will help on a
call!
To use the search functionality:
1. Open the product guide
2. Find the search box in lower left corner
3. Type in desired keyword and press enter
4. Guide will jump right to search result
5. Search term will be highlighted
6. Press Enter to scroll through multiple
results
7. Click on the link under the product for
detailed product information

Telephone Operator Training Error! Reference source not found. the Electronic Product Guide

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Demonstrate: how to search in


the product guide using
Summertime Beach Towels as
the search query.

Using the Guide, cont.


For example, lets say the customer has a question
about the dimensions of the Summertime Beach
Towels. To find this information:
1. Open the product guide.
2. Find the search box.

3. Type in the product name, Summertime Beach


Towels and press Enter.
4.

The guide will jump to the proper page and


highlight the search term.

5. When you see the result you want, click on the


link below the product for more product detail.

Telephone Operator Training Error! Reference source not found. the Electronic Product Guide

Page 13

Point out: what the detailed


product information looks like and
where to find the price,
dimensions and other important
information on the screen.

6. You should now be able to answer the


customers question!
In this case, the dimensions are 30 x 60

Tell: participants that there are a


few ways to make sure they have
successful searches.
Go over: the search tips.

Search Tips:
Here are a few helpful tips to remember when using the
search function:

Correct spelling matters

Correct capitalization isnt important

Use Enter to proceed through multiple results

Keep search terms short if possible as it reduces


the chance for mistakes to happen

Telephone Operator Training Error! Reference source not found. the Electronic Product Guide

Page 14

Ask: participants if they have any


questions on how to conduct a
search using the product guide

Questions?
What questions do you have so far about accessing or
using the electronic product guide?

Telephone Operator Training Error! Reference source not found. the Electronic Product Guide

Page 15

Practice Exercises
Tell: them it is time for them to
practice using the electronic
product guide. Using what they
have learned so far, they are to
open the guide and use it to answer
a series of customer questions.
Go over: the instructions, telling
them to write their answers in the
space below each question.
Give: participants 10 minutes to
complete the task.
Go over: the answers as a group.

Exercise
Now its your turn to try using the product guide.
You are going on a Product Guide Scavenger Hunt.
You have a number of customer questions and inquires
that you have to try to answer. Your task is to open the
electronic product guide and use it to search to find the
answers to the questions.
Write your answer(s) in the space below each question.
Good luck!
1. What are the dimensions of the Perfect Picnic
Wicker Basket if the handles are up?

Answers:
1.

18-3/8"W x 11-1/4"D x
16"H with handles up.

2. Besides Melon, what other colors do the


Rustic Melamine bowls come in?

2. Blueberry and Plum


3. 323 pages
4. India
5. 16 characters

3. How many pages is The Coloring Book for


Grown-ups?

6. 39
4. Where is the Womens Ombre-Dyed Rustic
Dress made?

5. How many characters can be used with the


Personalized Licensed Camo Prints?
6. How far do the Fashion Selfie Sticks extend?

Ask: them to take a minute to


write down their initial thoughts
about the experience of accessing
and using the electronic product
guide.

Debrief
Describe your experience using the electronic product
guide. How did it compare to the paperback version?
Write your thoughts in the space below.

Telephone Operator Training Error! Reference source not found. the Electronic Product Guide

Page 16

Ask: participants to share their


thoughts about the using the
electronic product guide.

Discussion
Please share your thoughts about your experience so far
using the electronic product guide.

Telephone Operator Training Error! Reference source not found. the Electronic Product Guide

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Lesson 4 CDE: Dealing with Difficult Customers


Time: 45 min.

Introduction
Tell: trainees that they are the first
connection to the company after
the catalog. Their jobs are very
important and respected by the
management. It is up to them to
make a good impression and
encourage repeat customer orders.

Explain: that customer satisfaction


is of the utmost importance. If
customers are disgruntled and
dont reorder, it will affect any
future incentives and even job
security.

Explain: that, by practicing


responses to a disgruntled
customer, it will help with future
customer interactions.
Tell: learners that they will look at
techniques to handle customer
complaints and then have an
opportunity to practice the skills in
a role-play.

Introduction
Every company depends on their customer service
representatives to assist and answer any questions a
customer may have. Unfortunately, many times
customers become upset and disgruntled by various
parts of the service process.

Importance
It is important for all operators to have knowledge about
the best ways to handle customer complaints and
problems with finesse because a happy customer is
much more likely to return and also recommend our
company to others.

Overview
This training will involve everyone. Breaking the group
up into groups of three, one person will play the role of
the disgruntled employee, one will be the operator and
the third will have a scorecard with which to evaluate
the interactions and responses of the operator.

The final role-play will be broken


up into groups of three: one person
will play the role of the disgruntled
employee, one will be the operator,
and the third will have a scorecard
with which to judge the
interactions and responses of the
operator.

Telephone Operator Training

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Tell: them that theyll learn how to


apply strategies to stressful
situations with upset customers

Objectives
In this lesson, youll:
Develop techniques to help you start a positive
interaction with customers.

Use techniques that will assist you to continue


presenting yourself in a professional and
composed manner.

Acquire specific strategies and responses when


handling an upset customer.

Determine when the customer needs to speak to a


supervisor.

Topics
This lesson includes the following topics:
Topic

Page

4 Introduction
5 Starting off right.
6 Handling common complaints.
7 Empathy and patience techniques.

Telephone Operator Training

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Page 19

Starting Off Right


Remind: participants that starting
off on a positive note with a
customer can make all the
difference in maintaining a positive
interaction.
Discuss: If the customer is already
upset at the beginning of a call,
empathize with them and tell them
how sorry you are for their
inconvenience. Often this is the
case if the customer has been on
hold too long or is very unsatisfied
with a product. Always start with a
positive Hello, this is PJ
Enterprises catalog customer
service. My name is ______. How
can I help you today/tonight/this
morning?

Telephone Operator Training

Starting Off Right


The key to a successful call starts in the beginning by
creating a positive tone for the call. One way to
establish that tone is to use a proper greeting.
Keys to success:

Always start with a positive Hello, this is PJ


Enterprises catalog customer service. My name
is _______. How can I help you
today/tonight/this morning?

Defuse frustration with friendliness and


empathy

Use a calm, positive tone of voice

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Empathy and Patience Techniques


Remind: participants that
customers respond to your tone
and attitude; if you cant remain
calm and in control neither will
they.

Empathy Techniques
It is important to remember that your tone and attitude
help steer the direction of the call. You cannot
effectively handle upset customers if you lose your
cool.
This is easier said than done but not impossible.
Here are a few tips to help keep your cool:

Telephone Operator Training

Put yourself in the customers shoes

Breathe deeply and slowly

Imagine peaceful settings

Focus on the present situation at hand

After each call, stand and stretch

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Tell: participants they are going to


practice identifying examples of
effective and ineffective
techniques.
Explain: that for each audio clip,
they should write down whether
they feel it was effective or
ineffective and give 2 reasons
supporting their decision.
Play: audio clips of effective and
ineffective interactions with
customers.
Discuss Clip 1: Was this effective
or ineffective and why? Ask
trainees to contribute answers.
Explain: As an operator, the first
thing you do is apologize to the
customer for the mistake. Never
sigh into the phone at a customer.
May I have your order number
please? is the correct way to ask
for it. Always ask if they mind
holding while you look up their
information. After the customer is
on hold, thank them for their
patience. Never blame the
customer for the mistake; always
reassure them you will fix the
problem. If the customer demands
to speak to your supervisor
respond: Certainly. I will transfer
you. My supervisors name is
______.
Discuss Clip 2: Was this effective
or ineffective and why? Ask
trainees to contribute answers.

Listen to the audio clips of customer interaction. For


each interaction, note whether you felt it was effective
or ineffective and list two reasons to support your
decision.
Clip 1: The caller issue is: She received the wrong
sweater. It is the wrong size and the wrong color. The
operator sighs and asks, Order number?, gets the
order number from the customer, and then says, Hold
please. After 10 minutes the operator comes back to
the call telling the customer that what she received is
indeed what she ordered. The customer becomes irate
claiming she knows what she ordered, and it wasnt
this. The operator says, Well this is the order that was
filed into the computer. The customer is now yelling
that she doesnt care what the computer says, she knows
the size and color of what she wants. She demands to
speak to a supervisor. The operator doesnt respond,
and puts customer directly on hold to her supervisor.
Clip 2: The caller is upset she has been holding for 15
minutes. The operator apologizes and thanks her for her
patience, then welcomes her to PJ Enterprises. How
can I help you today? The customer is still annoyed at
waiting so long. Operator: Once again Im so sorry
about that. Now the customer wants to know what is
taking her products so long to arrive she was
supposed to have received them in the mail yesterday.
Operator: Oh no, may I have your order number, and I
will check on your order? It looks like the weather
has been holding up a lot of our orders in your area,
according to our records you should be receiving your
order tomorrow. The customer is not happy but says
she realizes the weather has been really awful.
Operator: Please dont hesitate to call us back if it
doesnt arrive in the next few days. Caller: Oh I will.
Thank you.

Explain: The operator empathized


with the customer and also made
her see the problem was beyond
PJs control. The operator made
sure not to put the caller on hold
again and answered her concerns
quickly.

Telephone Operator Training

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Handling Customer Grievances


Discuss: Although every customer
is different, there are some
complaints that come up again and
again.
Tell: participants to brainstorm the
3 complaints they hear most
frequently.

Handling Customer Complaints


Even though every call is unique, there are some
customer complaints that tend to reoccur. Take a minute
to think of the 3 complaints you hear most frequently.
Write your list below:
1.
2.
3.
Share your complaints with the class.

Create: a class list of common


complaints on the whiteboard/flip
chart.

In addition to the complaints that you just identified,


here are the top complaints according to the call center
data. Which ones are similar to our class list?

Share: with participants the most


common complaints according to
the call center data. Highlight any
complaints that are shared with the
class list and any that may be
missing.

Ask: participants to brainstorm


ways of dealing with these
complaints. Give them 3 minutes
to work.
Invite: participants to share their
ideas with the class. Create a class
list of ways to deal with
complaints.

Now, looking at both the class list and the list from the
call center of the top complaints, how would you
effectively handle these issues? Make a list in the space
to the left.
Now that youve brainstormed, please share your ideas
with the class.

Explain: that these are 5 more tips


to remember in handling
grievances in addition to the
excellent solutions they
brainstormed above.

Telephone Operator Training

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Role-Play Exercise
Tell: participants that it is their
turn to practice handling customer
grievances. You will break up in
groups of three and take turns with
each role. You will be switching
roles, taking 5 minutes in each
role.
Roles:
1. Telephone operator
2. Upset customer
3. Role-play observer
Here are the upset customer
complaints:
1. Product doesnt look like
the catalog
2. Wrong size
3. Damaged
4. Call taking too long

Role-Play
Now its your turn to try handling customer grievances.
Using what you have learned in this class, you are
going to practice diffusing upset customers. There are
three roles for this exercise and each of you will get a
chance at each role.
1. Telephone Operator: You will pretend you are
on a call with an angry customer. You must use
the techniques learned in this class to try and
handle the situation properly.
2. Upset customer: Choose the complaint you
would like to use and then you will act as an
upset customer.
3. Role-play observer: Using the checklist, you
will assess the telephone operator. Each item on
the checklist is worth 2 points. Make notes on
each point and at the end of the role-play
provide feedback to the telephone operator on
what they did well and any opportunities for
improvement.

5. Wrong price/wants a
discount
Explain: Scoring with the
checklist:
The observer in each round will
score and make notes on each
point on the checklist. They will
provide feedback to the telephone
operator after their role-play has
finished.

Telephone Operator Training

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Ask: them to take a minute to


write down their thoughts about
their experience in the role-play.
Have them compare this
experience to handling upset
customers before this training. Did
they notice any differences?

Debrief
Describe your experience in the role-play. How well
prepared did you feel in handling the customer
grievances? How did it compare to your experience
handling upset customers before this training? Write
your thoughts in the space below.

Discussion
Ask: participants to share their
thoughts about the role-play.

Telephone Operator Training

Please share your thoughts about your experience in the


role-play and handling customer grievances.

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