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- Telephone Therapy I have urged service professionals to allow an upset customer to vent as a key strategy towards building rapport. When customers vent, they need to tell their whole story. “Venting is therapeutic,” I would say….Read More
Tag Archives: telephone training
The Devil Is In The Details
While speaking at a recent association meeting, I discussed the phenomenon of distinguishing similar sounding consonants over the phone. I explained, for example, how a telephone did not accurately transmit the subtle differences between the letters “S” and “F”. One of … Continue reading





