Did you know that 38% of your customers will not do business with you based off 1 bad phone call? If you're having a bad day, a bad moment, or anything like that, and you just are not at your best on that phone call and the customer perceives that as a bad experience, you lost them. That just shows the importance of your tone of voice and the words we say for every single customer.
So, the next time you take an inbound phone call or get on the phone with someone, remember that experience, while you may have done it twenty other times today or this week, to them it is the first time they meet you and they don't forget it.