Summary
That instant when the phone rings is a golden moment. In just a few seconds, your tone, your expertise, your concern for the caller's problem may win them as a brand brand-new client or reassure an established one. Even if you can't answer personally, a well-trained receptionist can greet the customer and then transfer him or her to the right person. If the new customer encounters an answering machine, they may just hang up.
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Extract
Golden Moment
Lately, I have noticed a definite trend in independent shops using answering machines. Both large and small shops have apparently decided that they just can't...
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