Don’t assume your customers cannot see you when you talk to them on the telephone.
Okay, they can’t physically see you, but they can see your attitude. They can see how important you think they are. When talking with a prospect face-to-face, your voice accounts for only 33 percent of your effectiveness. On the telephone, your voice accounts for 84 percent of your effectiveness.
Your customer service representatives — in fact, everyone who answers the phone at your business — must understand this.