PART 1 – PREPARING
Characteristics of a Successful Call Center Representative 16. Summary 18. Chapter 2 – Creating a Positive Work Climate 23. Call Center Climate. The Team. Positive and Negative Behavior. Handling Interpersonal Conflict. Summary. Chapter 3 – Addressing the Call: It’s All Attitude. The Power of Attitude. Overcoming a Negative Attitude ................
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