NewsLeak

We realize that much of your business, like ours, starts with a telephone call. Did you know, however, that communication is sent and received in the following three ways:

• 7% by the words we speak
• 38% by the tone of voice we use
• 55% by our non-verbal communication (e.g., gestures, body language)

This means that you may be missing 55% of what your customers are trying to tell you on the phone. To compensate, we suggest ending each phone call with: “Mrs. Smith, have I answered all your questions today?”

That question not only shows you care about your customer, but it will draw out concerns or questions not yet verbally articulated.