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People come from a wide range of backgrounds with a varying range of needs and abilities. It is essential that call centre staff accommodate these differences in a natural and professional way.

This is available as part of

Hotlines Phone Skills Series
Hotlines is an entertaining video-based training package for call centre staff developed by psychologist Eve Ash. It is filmed on location in Australia at an international bank, a major telecommunications company and an airline call centre.
Communication Skills
Diversity / Respect
Service / Sales
Release Date
Jan 1, 2000
Video Running Time (minutes)
Course ID