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Chapter 26. Irate Callers > Irate Callers

Irate Callers

1: What two components are part of effectively handling irate calls?

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2: Why shouldn’t you take the caller’s hostility personally?

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3: How can you get off on the right foot when talking to an irate caller?

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4: Name the four basic steps to take when handling the irate caller.

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5: When can you use an excuse?

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6: How can a call transfer be managed efficiently?

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