Can't connect a call? Here's how to still make a great impression.

We love blog comments, and recently received a comment on this post from our reader Joe. Joe was wondering about the best phrasing to use when you’re not able to connect a caller to the person they’re trying to reach, and we thought it might be helpful to share our response to Joe’s thoughtful question with all of […]

Show customers you care by matching their tone.

When answering the phone, you probably do your best to sound positive and upbeat – an excellent default no doubt! We often think of these tones as being synonymous with great service, and they usually are, but some situations call for a different approach. If you sound happy for every single caller — no matter […]