Your employees only have a second or two to set the proper tone when the phone rings. They need to be ready at a moment’s notice to communicate to the customer that your company listens to its customers and delivers on their promises—on every single call.

With the advent of the Internet and email, many businesses think telephone customer service is a thing of the past. It does not have to be and you may just have a competitive advantage if you strive for great telephone customer service. Most customers still want to talk to a live person and get frustrated when they cannot get through. How that call is handled can make or break the success of your business.

Remember that the people who answer the phone speak for your entire organization and be sure they are properly trained.

Learn your ABC's in telephone courtesy: