ABSTRACT
Some organizations, like the gas, electricity, water and telephone companies, have entire departments whose only job is to provide customers with information, but there are many organizations where almost anyone can find themselves at the end of a phone call from an internal or external customer.
For that moment, for that customer, the person who answers the phone is the organization (or the department or section, if the caller is an internal customer). The reputation of the organization or department stands or falls on how well that one person copes with the customer contact situation.
