Customer Interaction: Do You Hear Me Now?

Telephone Communication: Can you hear me now?

With Cell phones fast out numbering the landlines we use, using them to our advantage may in reality be a disadvantage with our customer interaction objectives. Considering the different ways we use phones these days: to find your significant other when you’re separated in the mall, to keep tabs on the kids, chat with family and friends we may be losing the “formality” and therefore the manners we were taught when using the land line. Keeping a few tips in mind can help.

When answering the phone you use for business, immediately identify your company, department, and your name.

  1. Call your customers by name. Not only will the customer be pleased, but by repeating the name you’re more likely to remember it.
  2. Know yourself and how you sound to others. Record your voice then critique your tone, manners, friendliness, and vocal quality.
  3. Always use the hold button if you must temporarily leave the phone.
  4. Reassure the customer every 20‑30 seconds that you haven’t forgotten him/her when you’ve placed them on hold.
  5. Know your customers. Know how they prefer to be treated. Then deal with them in their preferred mode.
  6. Know your product or service. Your product mastery should shine through.
  7. Keep a note pad and pen handy so you can quickly write messages or notes.
  8. Plan your calls ahead. Try writing a summary of everything you need to know before making the call.
  9. Let the customer hang up first.
  10. Choose your words carefully. On the telephone, your words and vocal quality carry your message.

More Resources From Dr. Tony Alessandra:


About Assessment Business Center
Dr. Tony Alessandra has a street-wise, college-smart perspective on business, having been raised in the housing projects of NYC to eventually realizing success as a graduate professor of marketing, entrepreneur, business author, and hall-of-fame keynote speaker. He earned a BBA from the Univ. of Notre Dame, an MBA from the Univ. of Connecticut and his PhD in marketing from Georgia State University. In addition to being president of Assessment Business Center, a company that offers online 360º assessments, Tony is also a founding partner in The Cyrano Group and Platinum Rule Group--companies which have successfully combined cutting-edge technology and proven psychology to give salespeople the ability to build and maintain positive relationships with hundreds of clients and prospects. Dr. Alessandra is a prolific author with 27 books translated into over 50 foreign language editions, including the newly revised, best selling The NEW Art of Managing People (Free Press/Simon & Schuster, 2008); Charisma (Warner Books, 1998); The Platinum Rule (Warner Books, 1996); Collaborative Selling (John Wiley & Sons, 1993); and Communicating at Work (Fireside/Simon & Schuster, 1993). He is featured in over 50 audio/video programs and films, including Relationship Strategies (American Media); The Dynamics of Effective Listening (Nightingale-Conant); and Non-Manipulative Selling (Walt Disney). He is also the originator of the internationally-recognized behavioral style assessment tool - The Platinum Rule®. Recognized by Meetings & Conventions Magazine as "one of America's most electrifying speakers," Dr. Alessandra was inducted into the Speakers Hall of Fame in 1985. In 2009, he was inducted as one of the “Legends of the Speaking Profession,” in 2010 and 2011 he was selected as one of the Top 5 Marketing Speakers by, and in 2010 Tony was elected into the inaugural class of the Sales Hall of Fame. Tony's polished style, powerful message, and proven ability as a consummate business strategist consistently earn rave reviews and loyal clients. Contact information for Dr. Tony Alessandra: • Dr. Tony’s Products: • Keynote Speeches: Holli Catchpole: Phone: 1-760-603-8110 ● Email: • Corporate Training: Scott Zimmerman: Phone: 1-330-848-0444 x2 ● Email: • Cyrano CRM System: Scott Zimmerman: Phone: 1-330-848-0444 x2 ● Email:

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