Smile on your face puts a smile on your voice.

We prepare enough to smile and talk to the customers when we meet them personally. But what about on Telephone. After Telecommunication revolution, Telephone manners play an important role in building relationship with customers or any sort of relationship. Either can keep or lose Customers or relationships.

Study show that 70% of customers stopped doing business with a company because of how they were treated on the telephone.

Many people are not conscious about telephone answering and project a negative image. Some sound arrogant, rude, some are sound angry, some are bored. Some are in hurry, some are murmuring. Some don’t seem to care who you are or why you called.

I have observe in one of the public telephone counter, there was mirror and written “ smile and speak” The idea is to smile at yourself in the mirror and see what difference it makes in your voice on the other end.

Most of the time we think telephone ringing is a nuisance or disturbance or interruption. Even it is customers. Your immediate response is the message you communicate on your attitude to the caller. We are not always fully aware of the living, breathing person on the other end. They are often only a voice.

What you say, how you say it, are critical issues for telephone etiquette. Put a mirror at every telephone. Advocate smiling at them in the mirror while they communicate on telephone. Smile on your face puts a smile on your voice.

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