Hundreds of thousands of dollars are leaking through the phone lines at businesses in corporate America, both large and small, because of how people answer the telephone. Whether the initial call comes in through the switchboard or at the executive’s desk, anyone who answers the phone is responsible for handling that call. Executives across the country as well as frontline support people all need some sort of training to greet the caller.
Simple and basic as it sounds, most businesses don’t pay much attention to the initial greeting of a phone call. Your voice, your tone of voice, and the words you use are critical in the first four to six seconds—because that’s all you get to make a good impression on the telephone.