The first few words /sentences our

customers hear can help create a memorable

impression of our company, reinforce brand

awareness, create rapport with them and make

them feel welcome. So as you might guess, not

only are words themselves important but so is

the way those words are delivered via tone of

voice.

SOME EXAMPLES:

The salutation: “Thank you for calling……” Many companies might ask representatives to say “Good morning or Good evening….” However, you may not wish to do so since it can cause confusion when you rotate shifts and or support multiple time zones.

The company`s name: The only caution here is if the company name is very long or if it is an acronym. If so, ensure that your reps enunciate and slow their rate of speech so it doesn´t run together. If it`s an acronym or take care to use only one your customers would be familiar with versus one that is an internal one. Some companies also use tag phrases that you want customers to remember. “Thank you for calling, XYZ company, where service comes first.

The department, if necessary: “Thank you for calling the customer support group for XYZ company.

The representative`s name: “Thank you for calling the customer support group for XYZ company, this is Ann”.

An offer of assistance: “Thank you for calling the customer support group for XYZ c company, this is Ann, how may I help you?

There many ways of creating a greeting that is appropriate and reflects your company`s brand, values and culture.