Your greeting communicates a lot to the caller.Ĭonsistency is important, so develop a greeting for your rental organization, and share it with your entire team. You don't need to have a great phone voice to show the customer you are engaged, focused, concerned and happy to serve them. When you are indifferent and distracted, that also comes across. When you or your employees are upset and hurried, that comes through over the phone. I am sure you've heard the saying, "It's not what you say, but how you say it." When communicating over the phone, 86 percent of the impact is in your tone, and 14 percent of the impact is based on your words. The tone of voice also is important when answering the phone. This is Barry in rental, how may I help you?" For example, you can say, "Thank you for holding. If the call is transferred to you, you do not need to repeat the company name.
#Good first impression quotes how to#
Read next: How to make a great first impressionĪ phone greeting should contain the following: Use a greeting that will make a difference and set you apart from your competition, making certain your customers know they called the right place. The personalization in the second example takes almost no additional time, but it can leave a significant impact on your customer. The differences might seem slight, but are actually significant.
Inside sales coordinator: "Great, I will be happy to help you with that. Inside sales coordinator: "Thank you for calling ABC Rentals, this is Barry. Inside sales coordinator: "OK, what size backhoe?" Consider these two phone interactions:Ĭustomer: "I need to rent a backhoe for a week." It is your first opportunity to make a positive impact on the customer. Your greeting is a simple step, but it is too often overlooked. Whether the interaction is over the phone or in-person, the initial impression can set the tone for the entire customer experience. A positive first impression is an important start to building a relationship with your customers. You've heard the saying, "You only have one opportunity to make a first impression." While it may be a cliché, it is true.
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