Debbie Mayo-Smith international inspirational motivational how-to speaker technology, time management, improving business performance
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Make the caller feel welcome

Susan Shwartz, Senior VP at Oppenheimer, United States of America
Susan has this recommendation. Before you speak into the telephone, take a deep breath and smile. This will give you enough air to speak in a strong, conversational tone, while the smile will make your voice more agreeable. Introduce yourself briefly, then greet the other person as if you’ve been looking forward to his or her call. This can either make people feel welcome or help defuse a potential situation.

Nikki Christensen, CPSA of New South Wales, Australia

Nikki suggests you say to yourself, ‘Thank you for this caller’ as you pick up the phone. You end up with a smile in your voice that the other person can hear. It’s hard for them to be angry, abusive or difficult with someone (you) who is genuinely glad to talk with

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