There are many important aspects of communication. Also, communication involves the art of listening. Communication is a key element in a business which has good customer service. How an employee replies to those calls could make a difference of whether or not you have a customer in the future. An employee should answer the phone in friendly manner stating the business name along with asking how they could help the person on the phone.
Many people check the yellow pages and call before actually ever entering the business.
At Second Love, we always try to answer the phone with a greeting such as good morning, good afternoon, or good evening. A greeting like this makes the customer feel like you want to help them. The most important thing about the phone call is to get the customer the appropriate help and not to keep them waiting. Face to face interaction is very important for any business. Being friendly and courteous at all times are key elements.