AGENCY TELEPHONE PROCEDURES: HOW TO TAKE CALLS by Karen Flaherty Verbal Courtesy Courtesy pays off. It's hard to be mad at someone who's being nice, so be nice! Be generous with ...

AGENCY TELEPHONE PROCEDURES: TELEPHONE EXCELLENCE by Karen Flaherty If you ask a group of customer service representatives to talk about problems they encounter on the job, the agency tel...

AGENCY TELEPHONE PROCEDURES: TELEPHONE MESSAGES by Karen Flaherty Telephone Messages Conveying messages has always played an important role in telephone work. Hundreds of pieces of...

HIRING, COMPENSATING, AND TRAINING TELEMARKETERS Hiring Telemarketers What do you look for when setting out to hire a telemarketer? Your first thought might be to go out and hire an experi...

TRAINING TIPS by Karen Flaherty How to meet the challenges and opportunities of training a new employee. During your career as a CSR, youll be asked (probab...