You need to be fair about returning.

There's very little value in getting angry at anybody over the telephone, it is too easy to hang up.

Do not start a conversation with negative information. You won't go anywhere with it,

There's very little value in getting angry over the telephone.

There is a direct correlation between the companies that are known for good service and service training. There's a line that pulls it right from the top to the bottom.

'You did a great job' is great. 'You lost the order' is bad. 'We' as a company is a much more consultative word.