I am currently developing a customer service introductory training program for call centre staff. Can anyone suggest key areas you think that might need to be included?

The Golden Rule! I once read a list of 50 or so different versions of "The Golden Rule" from many different religions and cultures. Sometimes we get so caught up in "policy" and our own pet peeves that we forget to treat the customer the way we would like to be treated if we were the ones on the phone.

Wear the Right Hat!
Bill