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chosen to fly with us, and we appreciate that. We ask that if your
future travel plans involve flying that you will think of us first. So sit
back, relax and enjoy the on-time flight to wherever."

The pilot set up the outcome in the passenger's minds by stating it up
front. He started by building a trusting relationship with the
passengers that he couldn't see, by coming across as very
approachable. Then he told us the important things we should know
about the flight and who would help us if we had a problem and then
in conclusion, he asked for our repeat business. Trust for me is built
on the sound and the sincerity of the pilot's voice.

That isn't that much different than when your employees talk to your
customers. To build a strong business, you need to have repeat and
referral business. What easier way than to ask for their continued
business at the end of each and every phone call.

The way you speak over the telephone conveys 85 percent of your
message, so by focusing on the previous 5 tips you and your
employees can make it a smooth flight in your business each and
every time your phone rings.

Read and memorize the terminology with its definition:

Area code: a three-digit number identifying geographic areas of the
United States and Canada. It permits directs distance dialing on the
telephone system. Also known as numbering plan area (NPA).

After-call work (ACW): work immediately following a call or
transaction. If work must be completed before agent can handle next
contact, then ACW is factored into average handle time. Work may
involve keying activity codes, updating database, filling out forms, or
placing an associated outbound contact.

Automatic call distributor (ACD): A specialized phone system used
for handling incoming calls. The ACD recognizes and answers an
incoming call, looks in its database for call routing instructions, and
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