The First Phone Contact Sets the Tone for the Relationship
The first phone contact sets the tone for the relationship — what studies show, and what they do not.
The Research
Bitner, Booms & Tetreault (1990, Journal of Marketing) show that critical incidents dominate overall satisfaction.
The Limitation
Critical incident technique, recall bias.
The Nuance
The tone of the first thirty seconds on the phone shapes the entire exchange. (our executive and employee training programmes)
Practical Implication, Testable in Geneva
Listen to five initial phone contacts per week and work on just one aspect at a time. To go further: explore the Client Reception training in Geneva in the canton of Geneva, or browse our executive and employee training programmes in Switzerland.
In pictures: Client Reception in Geneva
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