Great Customer Service on the Telephone

PART	I MANAGING THE MEDIUM

 

Dick Tracy can do it. So can George Jetson. But for the rest of us, combining visual images and telephone talk is still fiction. The telephone medium, by its very nature, limits and distorts communication. The physical apparatus of the telephone serves as a filter for everything you want to communicate to your caller and for everything your caller wants to communicate to you. When it isn’t managed, that “filter” can—and will—work against you. It’s no wonder that the real message can be so easily lost or garbled when you can’t deliver it in person!

You can manage the telephone medium so that it is a powerful and positive tool that works for you. You manage it first by understanding it—what it does, and what it ...