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"People answering the phones are a major competitive asset - or a major liability," says Tom Peters.
And he proved his point by calling 13 companies with basic questions for phone reps. Only two passed his test – Nordstrom and Ben & Jerry's - while the other companies proved to lack basic phone skills. Companies the like of IBM and Yoplait put him on hold, hung up on him, or were just rude.
Remember to train all of your phone personnel, and turn your phones into a major competitive asset.
-The Manager's Intelligence Report
