Every telephone call is an opportunity to provide good customer service. And since first impressions count, your goal is to set the right tone from the beginning. Kate Tammemagi, a customer service trainer at Focus Training, shares these great customer service tips to improve your phone skills:

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• Improve your posture. Sit up straight in your chair and lean forward to take the call. Don’t slouch, as that will deaden your voice.

• Give a confident welcome. Make the customer feel that you’re delighted they called.

• Ask for the customer’s name, and use it. Everyone likes to be treated in a personal, friendly manner. Just be sure to observe the social or business norm regarding the use of first names in your specific area and industry.

• Give a positive, definite first response. For example, “Certainly, I’ll be happy to help,” or “No problem, I can do that for you.” This type of response will have a reassuring effect on your customer.

• Listen and use verbal “nods.” For example, “Yes, I see what you mean.” It’s amazing how few people use verbal nods on the phone, especially in difficult situations. As a result, the calls sound cold and impersonal.

• Offer a customer-friendly solution or explanation. Summarize the customer’s issue and how you plan to address it. For example, “Thank you for the information, Mrs. Jones. You need to…”

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