What makes a good verbal handshake?Just as when we shake someone’s hand when we meet them face to face, a verbal handshake enables that connection over the telephone. Sadly a this opportunity to connect with the caller is now replaced by the scripted “what’s your account number?” A "handshake" over the telephone enables the call handler to connect with the caller, and more importantly it signals that they are in control of and will lead the call. It’s simple Call Handler: Who am I speaking to? Caller: It’s abc customer Call Handler, Hi abc, you’re speaking with …………….., how can I help you today? For other tips of opening the beginning of an inbound or outbound call click here for our article in
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