Task 32. A) Read the text.

Dealing With Customers Over the Phone.

First impressions are critical over the phone. Prospective customers are considering whether or not to do business with you. Irate customers are deciding how helpful and competent you are. For best results, incorporate two easy elements: pleasantness and sincerity.

Pleasantness. A pleasant greeting is essential to a successful call because it sets the stage emotionally. In general, listeners tend to pretend or “catch” the emotional states of speakers. In other words, people respond to what they hear. If we answer the phone gruffly, chances are the caller will become gruff. If we answer the phone pleasantly, chances are the caller will be pleasant, and we all know which caller is easier to work with.

One of the easiest ways to attain an emotional state quickly is to concentrate carefully on your body language. I recommend that professionals establish a rule before answering the phone. In order to sound pleasant, we need to be carrying ourselves accordingly. My routine is to sit up on the edge of my seat, pull my shoulders back, take a deep sigh, smile, let the phone ring twice, then answer. I never answer my phone unless I’ve gone through this process. My business is too important. Sometimes I’ll even stand before I answer the phone if I need an extra jolt of energy.

Sincerity: I am against scripting greetings because they sound insincere and tend to irritate callers, and discourage employees. Scripted greetings usually include some kind of slogan. ‘ Hello. It’s a beautiful day here at the XYZ Company’. Now I don’t care where you work. It can’t be that good all day. You want the greeting to be natural, which also makes it easier to sound pleasant consistently.

b) Answer the questions:

1 Why is first impression important over the phone?

2 What elements can you name which make dealing with customers easier?

3 What does the author mean by “body language”?

ДЛЯ НОТАТОК

Task 32. A) Read the text. - student2.ru