1 minute read
On the telephone
ON THE TELEPHONE
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by Nancy Friedman
The person who answers your company’s phone makes a first impression on your customer. Make it a good one with these winning tips.
Make the customer feel important. Focus on the call and be a good listener. Be genuine. It may sound crazy, but keeping a smile on your face will help the tone of your voice. Seriously!
Make the customer feel welcome. Build rapport with phrases like, “Glad you called,” or, “Nice to meet you,” or, “Great to hear your voice.”
Close the call with a lasting positive impression. The end of a call is just as important as the beginning. Use phrases like, “So glad we spoke,” or, “Look forward to talking again,” or, “Thanks for the call.”
Nancy Friedman is a popular speaker and author of nine books on customer service and sales. Contact her at 314- 291-1012 or nancy@telephonedoctor.com or visit www.nancyfriedman.com
