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The person who answers your phone is YOUR COMPANY. What they say and how they say it reflects in your business. This is your face.


Think about this and the impact that the phone has:

Tone = 86%
Words = 14%

Think about the fact that the person calling does NOT hear the first 5 words of what is said.

Does your frontline person answer too quickly?
Does your frontline person mumble?
Does your frontline person sing when they answer?
Does your frontline person take ownership of their role?
Should they screen your calls and if so, how?

Can your frontline person LISTEN?

Finally, the area that we find the most disconcerting, the frontline person is very often the last person to know what is going on in the organization.

Today, many businesses are cutting out this FACE of their organization and letting just anyone answer the phone.

I understand why, but how you do this can be greatly impacted with some phone skill training and coaching, this is, after all, your business. A review of the frontline and what role they have and should have will not take more than an hour.