The following is a true story. Names have been changed to protect the guilty.

This week I called a well-known chain store (Ill call it Bargain World" for the remainder of this article) to inquire about getting a credit card for my business. This is the gist of the phone conversation that I experienced.

Ring, ring. ghkasdruasdfmklpdrlkmewemriopsdflkj- Bargain World." (This is the first contact with the company, and I couldnt even understand anything she said until she said the name of the company. By the way, she sounded disgusted with her job and with me for bothering her.)

Me: I would like to speak with someone about getting a business credit card."

Music. (Notice she didnt say Ill transfer you," or Hold a moment please," or anything else. She just abruptly placed me on hold.)

BW: Customer service."

Me: I would like to speak with someone about getting a business credit card."

BW: Ill transfer you to Lay Away." (What does Lay Away have to do with a credit card? Oh, well...)

BW: Lay Away."

Me: I would like to speak with someone about getting a business credit card."

BW: Who handles credit card applications?" (Spoken to someone else.)

BW: Hold on."

Music.

BW: Accounting." (This lady didnt really know how to help me, but she was friendly, and she gave me another number to call. When I called that number, I got a friendly voice and she told me that the local stores are supposed to keep the business applications in the Customer Service Department the first place I was transferred to, by the way.)

I called another local branch of Bargain World this time and asked for Customer Service. A friendly male voice answered the Customer Service phone.

Me: I would like to inquire about a business credit card."

BW: Sure. Let me see if we have any here." (A few seconds passed while he searched.)

BW: Yes, we have some here. You can pick one up in the Customer Service Department."

Me: Could you fax it to me, please?"

BW: Sure. Whats your fax number?"

I gave him my fax number and asked, Could I have your name, please?"

BW: Greg."

Me: Thank you, Greg. Youve been very helpful."

Immediately I could hear the smile in his voice: Thank you. Im glad I could help."

The kind of customer service that I received with my first call to Bargain World is all too common, Im very sad to say. However, Greg helped restore some of my faith in dealing with people who answer the phone as part of their job.

When my children were young, I would always tell them when they were going to a friends house, Use your manners the good ones." I think people who answer the phone should be reminded of this from time to time.

The first contact a customer has with your business or organization should sound friendly and eager to help not tired, bored, or even worse, angry. We can all use a refresher course occasionally. Here are 9 tips to remind us that our voices speak volumes (no pun intended) especially when we arent face to face with the customer.

Stop what youre doing, take a quick breath and smile when you answer the phone, whether you answer an extension or (especially if) you answer incoming calls. Many times were concentrating on something else when the phone rings. Focus completely on the call, and give the caller your full attention. Callers can hear the keyboard clicking if were typing while we talk, and they can also tell if were distracted.

Speak slowly and clearly. You may say, Good morning, ABC Company, Dana speaking," a hundred times a day, but the person calling is hearing it once. Make sure they understand what youre saying.

Include a greeting, such as Good morning," before you say the name of your organization, business, or department. It just sounds friendlier, plus many times callers use speaker phone when placing calls. When you include a greeting it allows the caller time to hear the complete name of your organization or department if theyre picking up the receiver while youre answering their call.

Say your name. Youre probably going to be asking for the callers name, Saying your name first is friendly and just plain good manners.

Ask permission before placing a caller on hold. Hitting the hold button or transferring a call without a buffer is rude. Say, "Can you hold, please?" Wait for their answer, then say, "Thank you." Never use the phrase, Ill have to..." It sounds like helping them is a chore. Instead say, Ill be glad to..."

Never use the phrase, Youll have to..." or You need to..." Callers dont like being told what they have to" or need to" do. If you need the caller to take action, such as calling another number, find a pleasant way to say it. Try, Joe can be reached on his cell phone today. Would you like that number?"

When taking a message, say, Would you like to leave a message?" instead of Can I take a message?" For one thing, your English teacher taught you that you can" do anything if youre able. Secondly, asking if the caller would like to leave a message leaves the ball in their court. They may prefer not to leave a message.

Use the callers name once or twice during the conversation. It sounds like you really care, and it makes the caller feel special. They say a persons favorite thing to hear is the sound of their own name.

Answering the phone in a friendly manner and with a helpful attitude isnt rocket science, but it is good manners. Remember, when you answer the phone to mind your manners the good ones.