How many words does it take for you to determine if the customer on the other end of the line is in a bad mood? One? Maybe two? How many words do you need to speak before your customer decides that you will be happy to help, interested or that you don’t care? The way you interact over the phone sets the stage for what happens next. You can close a deal, be a hero or lose a customer.
The concept of associating a face to a phone voice is what Tooty calls Telepicting® and the way a customer pictures your representatives matters.
Customer service and sales representatives are critiqued
