The verbal handshake
Here’s a neat little tip to help you whenever you’re handling calls from customers, maybe in a customer service situation or just dealing with customers who phone in. Go back to the last time you met someone face to face. I bet you shook hands and swapped names so let’s see how we can do this on the phone. Naturally answer the call and listen to their issue or query. Say something like, “that’s fine, I can take care of that for you in a jiffy, but before we start,…
