Be Genuine
When you answer with genuineness, you make a quick human connection with the caller. This connection will make the caller feel more comfortable, especially if he is unsure of whom he needs to talk to, or what he should ask for.
Being genuine means concentrating on the present. What’s important right now? Answering the phone…connecting with your caller. Make that personal connection.
Connect with Interest
Because the caller can’t see you, it’s even more important to convey the cues to him that you are glad he called, and you are ready to help him.
Answer with a question mark at the end of your greeting…your voice going up slightly at the end…inviting the caller to say the next thing. You can do that whether you say, “Hello?”, “How may I help you?”, or you answer with your name, as in “This is Chester?” We’re going to look at how to choose what you say when you answer the phone in the next section. Just remember that you want to invite the caller to participate with you in the conversation. Make him or her feel welcome.
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