From this module, I learned how important tone, clarity, and active listening are when communicating over the phone. Since the caller cannot see body language, the way we speak becomes the main tool to create a positive first impression and build trust.
I also learned the value of using positive language, smiling while speaking, and confirming information to avoid misunderstandings. Handling calls professionally, especially difficult ones, requires patience, empathy, and clear communication.
I intend to apply these techniques in my daily work by answering calls confidently, listening more carefully to callers’ needs, and ensuring every interaction ends with clarity and professionalism. This will help improve customer satisfaction and create a more positive experience for both the caller and myself.
