In the corporate world, first impressions can make or break your organization. When a customer speaks to a CSR, a "Moment of Truth" occurs, for it is the crucial point when the customer judges the organization. If the perception is poor, she will never change her negative assessment and your company's reputation takes a significant blow. It is thus essential that your CSRs master the dos and dont's of telephone work. Through this program, they'll watch entertaining and engaging vignettes of the "mummy", who has trouble giving good service, but is eventually unbound as he learns the eight key skills for quality telephone customer service. In the end, your CSRs will learn how to provide empathy, gain knowledge and acquire problem-solving abilities that will keep your customers happy and increase your client base.