((((((((((((((((((((skittles)))))))))))))))))))))

One of the great things about being on the phone is that when you feel a bit overwhelmed, you can say to the person, "Excuse me a moment, I need to put you on hold, I'll be right back.". Then, take a deep breath and relax a bit, and look at your script if need be, and refocus on what you need to say. Then you can go back to the person on the phone. They will never have to know why you had to put them on hold so you won't loose face with them or worry that they think anything bad about you, because they won't!

You can do this hon....remember that practice helps a lot too. I also found that when I need to feel more confident on the phone, I stand up while talking. For some reason that really helps!

Hang in there hon.....you will do just fine!

Hugsss
sabby