We create a first impression every time we answer the phone, but that doesn't mean we always put our best foot forward.

Repeat customers like to be acknowledged. One way to do this is by learning their preferences and incorporating them into your service.

Customers will sometimes mention something off-hand that you can later use to build rapport.

Dale Carnegie once remarked that the sweetest sound to a person is the sound of his or her own name. Calling customers by name (and helping them learn yours) is a great way to establish rapport.

Anyone can start a conversation with a customer using the Five Question Technique!