Rules for communicating over the telephone are different than they are for face-to-face conversations. Why?

Over the telephone, we can’t rely on body language, gestures and facial expressions to provide meaning.

• We can’t nod to indicate understanding.
• We can’t greet someone with a firm handshake.
• We can’t make eye contact.

As a result, it is much easier to be misunderstood over the telephone. Telephone answering skills are critical for business. The way we answer the telephone says something about who we are and about our Bank.