2.  You may be the first person a caller talks with, so it is important to represent the company well!  Every call is an opportunity to enhance customer relations, your image, and the image of your company.  Leave your emotions at the door  Smile!

3.  Answer before the third ring  Use a greeting (buffer, company & your name)  Good tone—your attitude or manner of expression  Show enthusiasm!  Pitch—variation of tone (no monotone!)  Rate—a speed that the customer can understand

4.  Remember to be helpful  Be courteous and polite  Don’t give out too much information  No gum or food  No slang (use good grammar)  Enunciate and pronunciate clearly  Keep pen and notepad nearby

5.  Position phone on the opposite side of your writing hand  Know your equipment  Ask before placing on hold  Never leave customer on hold more than 30 seconds › Thank you for holding... › My apologies for the wait...

6.  Monogram the call  Blind vs. announced transfer

7. ... you are the link between the company and the customer!