This week I had to call a national vendor to discuss a question I had about one of their services and was very disappointed with the experience. Here are some general tips that may help all of us:

• Answer the phone by the third ring, show the customer how important he/she is.
• Make sure your voicemail message is personal and recorded in your voice.
• Answer your voicemail promptly and try to have the information at hand.
• Be a good listener, take notes, repeat the critical issues to assure understanding, show interest and follow up.
• If you say you will do something, follow through.
• When transferring a call stay on the line until you get an answer, introduce the customer and repeat the information you have.
• If you must transfer someone to voicemail, ask for their acquiescence.
• Please remember, a customer can always hear a smile even if they don't see your face.