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Greeting a Customer
on the Phone
In a typical day, much of your customer interaction will take place over the telephone. Because you are
not dealing face-to-face with customers, you lose an important part of the communication link—body
language. When you interact by phone, you must rely on other aspects of communication, such as tone, to
make up for the body language that is hidden from you and the customer.
It is very important to answer all calls promptly, within the first or second ring. Here’s something to
consider: what goes through your mind when you call a company and the phone rings over and over with
no answer? Worse yet, what about when you call and you constantly get a busy signal? Since our culture is
one of immediacy, you can imagine how a customer would find those situations extremely frustrating.
When answering the phone
phone, always send a smile
through the receiver.
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