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There are so many moving parts to Customer Service and Telesales organizations that it is good to work with some standard checklists. www.justsell.com has a number of good ones that can be used as is or customized to an organization. Check out the Sales Evaluation. It is designed as a self-evaluation tool for sales reps but could easily be used by managers. The Customer Service Checklist is a good, basic start for a new Customer Care department.
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Covering topics ranging from telemarketing to customer service, prospecting to account management, this blog provides tips, techniques, and practical advice about the business of doing business by phone.