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Chapter 19. Building Loyal Customers Thr... > How to Handle Phone Calls

How to Handle Phone Calls

Although email seems to be becoming a preferred means of business communication, the telephone hasn't yet gone the way of the telegraph. The way your business handles phone calls and the personality you project over the phone can be just as important as the manner in which you answer email. When you're on the phone you can't always hide the fact that you're sick, tired, or both.

Be Happy! (Even if You're Not)

Responding to a customer by email not only affords you the opportunity to respond at your leisure but allows you to think about what you want to say and change the message if you don't like the way it looks. Talking on the phone is a spontaneous situation. Assuming you can spell (or have a dictionary), handling email in a professional manner is relatively easy. Your phone conversations should be no less professional.


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