CHAPTER 12
PUTTING YOUR BEST VOICE FORWARD: EFFECTIVE TELEPHONE GREETINGS
Creating a positive first impression begins before you even pick up the phone. It starts with finishing your previous call or conversation. Sound too obvious? It’s surprising how many phone calls begin with a click as the handset is lifted, and the shadow of a voice at some distance saying “… so I told him that just wasn’t the way things worked around here. Well, anyway, gotta get this call.” Then a pause. And then, finally, “Hello, XYZ Company. How may I help you?”
Separate each phone call, physically and emotionally. Your customer doesn’t know, and probably doesn’t care, whether the previous caller infuriated you or left you laughing hysterically. Start this call on an ...
Get Great Customer Service on the Telephone now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.
