With these answers you will be better prepared to do the training.

If the others expect a greeting, what do they prefer? Hello Mrs Brown? Or would it be “Hi there, Janet?”

Is the person answering the phone meant to say “Taskmaster Widget Sales. How may I direct your call?” Or do they say “Bob here. Can I help you?

You are the only one who can gather this information and get the training going.

Divide up the tasks into

a) greetings

b) tasks that the lads do (coffee/tea/ciggies/the post/letter handling/watering flowers/whatever)

c) Words to say and tone of voice on telephone

d) please and thank you stuff

e) how to make a complaint should one ever ned to be made.

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