Great Customer Service on the Telephone

PART	II MANAGING YOUR CALL

 

Managing your call means paying attention both to the technology of telephone communication and to the psychology of the person on the other end of the line. Because the telephone physically changes your communication with others, it is particularly critical that you actively shape—that is, actively manage—your service on the line.

Managing your call starts before you pick up the phone to place a call or answer an insistent ring, and it doesn’t stop until after you’ve replaced the handset and broken the connection. It involves considering what you want to say and then consciously choosing the words and strategy you will use to communicate your message over the telephone. The words you choose, and the vocal tone ...