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Briefs to generate situations where the call handler needs to turn around a caller for whom the service chain has gone wrong.
Fun exercise of find the appropriate word in a letter grid. Can be used as pre course work or as energiser during a telephone techniques courses.
Caller Brief to handle a challenging situation.
4 caller briefs written for the Customer Service/Technical Support departments of a major DIY tool manufacturer. 2 of the calls are written from the perspective of customers (called End Users); 2 are from Retailers the tool company supplies. Adaptable to fit many product scenarios.

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