You need to answer every phone call as if it were a Facetime call. Or begin every face to face conversation as if you were talking to your best friend. If you did that, what would happen? Well, you would smile. You would sit or stand up straight. You would be attentive and really listen to what the customer is saying. You would be enthusiastic and ask questions about their situation and how they are feeling. You need to develop a positive attitude, tone, and vocabulary. When you begin that conversation, it needs to sound like it is the most exciting thing you’ve done all day long!

Listen this example call: