Course Director quoted in The 'Times' newspaper
31st March 2005

Take responsibility. The best way to impress callers is to "own the call from start to finish", says Bobbie Lee course director at Keystar Training. "Do not pass the buck and do not keep them hanging", says Lee, who, you may not be suprised to learn, dislikes the I-have-to-pass-you-to-my-colleague approach adopted by many companies