This book is designed to assist the Call Center Supervisor in upgrading the skills of his Call Center Representatives. Call Center Representatives are important because they are the only point of contact you're your customers. They must know the company's quality assurance standards and be able to represent the company well. They often make the difference between a customer with a problem resolved and a customer who will not come back. Giving proper answers, having the proper attitude and tone of voice are, therefore, of utmost importance for the company. This booklet will take the Supervisor and employee through a systematic training regimen that will teach the basic methods for ensuring that the representative understands and uses correct rebuttals and skills with the customer. The Supervisor documents thoroughly all activities and results in order to ensure that the representative is thoroughly trained and understands the job.