Is the telephone used well so as to improve and increase business? Are you managing to convert a caller to a customer? Do you invite your customer, do you entice your customer to start doing business with you. Are you smiling on the phone?

A fact always to remember in telephone communication is that the customer cannot see you. You have to make up for this shortfall with your voice and words. It is all about WHAT you say and HOW you say it.

It makes sense to get the details right even if it means asking the customer to spell, as many a pronunciations have different spellings. Also many a pronunciation could have a totally different meaning. It is better to get it right the first time than be embarrassed later.

Being aware of all features of your company’s telephone instrument only makes customer handling a pleasure. It makes you feel in command of the situation to ensure optimum efficiency while servicing the customer. It gives the opportunity to go the extra mile. Something in contrast to the mundane activity of handling regular calls.

Just as the customer cannot see you, you cannot see the customer. The only difference in this scenario is that while you have to go out of your way to communicate effectively, he need not put in the same effort. He has to put his problem in the best way he knows. It is our duty to elicit enough information to help serve him better. After all his satisfaction is our business.