It is simply not enough for customer service representatives and telemarketers to learn company and product-related information. To become successful and grow in value to their organizations, offensively and defensively, they must develop the ability to vocally communicate knowledge, value, understanding and professionalism in a relaxed and effective manner, listen non-judgmentally to questions and respond appropriately...and provide, as much as possible, a win-win solution. Too often, reps are encouraged to get it said and get off.