Chapter . Telephone service

Note

‘It’s a brilliant day at Michael Heppell. This is Sam speaking, how may I help?’

That’s how my staff answer the phone every time you call us. Cheerful and upbeat. It immediately lifts people. It sets the tone for the rest of the conversation. It gets us noticed. I love being in our office and hearing people answering the phone. I love ringing the office and hearing people answer the phone.

Then when we call other organizations . . . you know what it’s like. Often it’s the company name blurted out, followed by a couldn’t care less ‘How may I help?’.

Note

‘Only One Star, how may I help?’

But usually it’s just the company ...

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