Improvise on stage, not on the phone

If I asked you to describe your 3 toughest callers or situations could you do it?  

Thought so.  (You probably can give me names too, right?)

Thought for the day:  Train your team on how to deal with those calls.  If you don't give them some helpful phrases and a chance to practice then you are leaving up to them to 'wing it'.

Actors are great at improv but their goal is to entertain not build loyalty.

Shameless plug:  Ward Certified Consulting has great webinars and training to help individuals and teams deal with challenging people and situations.  It's fun training with lasting results.