Details: The importance of the telephone in business is stressed in this organized, skill oriented show. Basic vocabulary for the telephone, taking messages, screening calls, and handling irate callers are all skills that are presented in a clear and organized manner. Students will easily remember how important the telephone is in establishing a high confidence level in the customer by its proper use. How to take clear and complete messages, how to screen calls without making the caller feel put off, listening to customer complaints and concerns, making complaints an opportunity for growth, how to make customer complaints an opportunity for your company, and having an outline for complaint calls are all discussed and reviewed. Length: 15-20 minutes.