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Relational communication skills training!
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"phunny" mail:

Hello! As a Team Leader in a large call centre (yes we spell it that way in Australia) let me tell you that your anecdotes provide a morale boost to my team members. Thank you!

Lindsay

And now for something more serious...
Hiring Call Center Professionals

"Don't hold face-to-face interviews for a telephone position unless they first qualify by sound and voice- tone. Phone-presence is the first cut. "Is that discrimination?" A reporter asked. My jaw dropped. When is something discrimination, and when is it an essential tool for the job? Consider these questions: Do you want your surgeon to have steady hands? Do you think members of the Olympic synchronized swim team can't swim? ... "

Relational communication skills training!
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Cartoon by Randy Glasbergen, used with special permission from the cartoonist. Unauthorized usage of any kind is prohibited and unlawful.

A "NOT SO FRESH" MOMENT!
I work for an automotive manufacturer and on my very first day working the frontline a dealer called. I was suppose to ask for his "P N A" (dealer code), but instead I asked for his "P M S" number. His response, "Oh, you may want to speak with my wife about that." It was quite embarrassing.

TAKING CARE OF BUSINESS.
I work in tech support for a software company. I spoke to a kind gentleman for quite some time and couldn't resolve his issue. I told him I needed to research and would call him back. He gave me his cell phone number, and I called him back a few minutes later. During this call he seemed a little more timid. I gave him a few ways to resolve his problem. He said thank you and evidently removed the phone from his ear before he hung up, because as he was hanging up, I heard the loud gargle of a flushing toilet.

WE'RE NOT MIRACLE WORKERS...
A service-request ticket was placed by our call center and assigned to my team. Our administrator assigned it to me with this question: "How the heck do we fix THIS one?" I read the ticket expecting to find a phone issue. Instead I found the following message: "User called to say he is dead. Need to fix ASAP." After wiping away tears of laughter, we closed the ticket with the following note: "As much as we appreciate the high regard, we are not doctors nor God and hence are unable to fix or resurrect a dead end-user. Suggest ticket be reassigned to the county coroner's office for further investigation."

Source: Readers of The Phone Phunnies