CHAPTER 45
Smile When You Dial
The power of nonverbal communication can extend beyond face-to-face interactions to conversations via telephone. While many nonverbal cues are lost over the phone, one important physical cue that transmits just fine is smiling. A smile over the phone might be unseen, but it is most definitely heard.
Chances are that if you are in a frontline position, you’ll have to engage with customers on the phone. It’s standard advice in sales and customer service to smile while doing this. In fact, there’s even a term for this when applied to outgoing calls: smile and dial. While this advice has been around for years, it’s amazing how many people have still not been exposed to it, particularly newer entrants to the workforce. ...
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