Page 60 - Sales & Service Excellence 2019
P. 60
BUILD LOYALTY
TELEPHONE PROTOCOL
& ETIQUETTE
REMEMBER WHEN SPEAKING ON THE TELEPHONE THAT BECAUSE THE CUSTOMER CANNOT SEE YOU OR YOUR FACIAL EXPRESSION AND/OR WELCOMING POSTURE AND GESTURES, IT IS PURELY YOUR VOICE AND WHAT YOU ARE SAYING THAT REPRESENTS BOTH YOU AND LANCÔME.
Answering the Telephone:
Always state your name and where / which office, store or department you are in. Introduce yourself, even during inter-office calls. Ask for the name of the caller, where they are calling from. Always speak clearly, audibly and in an upbeat tone. Smile when you are speaking on the
58 SALES & SERVICE EXCELLENCE
