Phone Finesse
What’s the first thing you should do when answering the phone?
Greet the caller with a friendly tone and introduce yourself and your company.
What’s a professional way to start an email?
Dear [Name], or Hello [Name],
Most important factor in a first impression?
Tone of voice and professionalism.
What does VIP stand for?
Very Important Person.
What tone does an all-caps email suggest?
Angry or frustrated.
True or False: It’s okay to put a customer on hold without asking.
False. Always ask permission
What should go in the subject line?
A brief summary of the email’s purpose.
What to do when greeting someone?
Smile, use their name, and sound welcoming.
Why is personalization important?
It shows customers they are not just a number.
Why is active listening important?
It helps you fully understand needs.
What is the ideal number of rings before answering?
By the 5th ring
True or False: Emojis are always okay in business emails.
False. Use them sparingly and appropriately.
A new submission comes in. What’s next?
Within 5 minutes call them and try to get them scheduled the same day for a bid.
What is the best way to make sure customer preferences are clear?
Red note, yellow notes and/or scheduling note
Spot the issue: “Hey, I’ll get to this when I can. Chill.”
Unprofessional and dismissive tone.
What’s a professional way to respond when you don’t know an answer?
Let me find that out for you and get back to you shortly.
How to avoid sounding rude in a short email?
Use polite language, include a greeting and closing.
Two ways to make a customer feel valued?
Use their name and actively listen.
How does Western show appreciation for its customers?
One non-verbal communication cue?
Body language or tone of voice.
A customer is upset. What’s your first step?
Listen calmly, acknowledge their feelings, and reassure them you’ll help.
Fix this sign-off: “Thx, -J”
Thank you, [Your Full Name]
Customer walks in while you’re on the phone. What do you do?
Smile and gesture "one moment," greet them ASAP.
Biggest mistake in treating customers like VIPs?
Being inconsistent or insincere.
Customer says, “This is the third time I’ve called.” What do you say?
I’m sorry you’ve had to follow up—let’s get this resolved now.