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Title: Bottom-line should and should not
Review: I just happened to work for a company one day and noticed this book while sitting at the reception desk. I browsed through the first few pages and before I realized, I was more than 1/2 way through it. 'Telephone Skills...' describes typical senarios that could occur and unfortunately do from time to time. It's filled with realistic situations and gives positive, and at times, humorous solutions. I think 'Telephone Skills...' is necessary in any environment- professional/social/and casual. I will recommend my 3 nieces (14,13 & 7 -ages) read this. Ask any parent with children- the phone rings, they run to answer it. I think this book is so informally written that even a child can read and understand it's meaning of being "good natured" polite even when it's someelse fault. On the other hand, it's packed with common sense techniques that make you wonder, why businesses are requesting seminars. Go figure! Now go on- buy it!
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