THE DIFFERENCE BETWEEN A PHONE AND WALK-IN CUSTOMER

One of the reasons we struggle to express ourselves over the phone versus in-person is because we're missing a core element of communication - body language.

When you're face-to-face with a customer, you can utilize body language to help convey a variety of emotions - from excitement and interest, to care and concern. Your gestures dramatically impact your ability to communicate effectively. In fact, you lose about 60% of your ability to communicate effectively over the phone which is why it is so crucial to nail down your phone process.

There are two things that you can use to express yourself over the phone:

1. Your words
2. How you choose to use your words

In the following segments, we're going to explore how you can present the right message in the right way to your customers over the phone despite the disadvantage of not being seen by your customer.