The help desk is a place where the relentless ringing of the phone can slowly drive a perfectly sane, patient, and skilled help desk operator into a frazzled shell of their former self. In a world where the ubiquitous telephone plays such an important role in the customer service that an organization provides, it is worthwhile to review a few of the basics when it comes to using the phone, especially from the perspective of the help desk officer.

For Whom: Help Desk Executives, Call Centre Executives, Receptionists, Secretaries, Customer Service Officers, and other frontline people.