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	<title>Make or Break Moments &#187; Telephone Moments</title>
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	<link>http://www.makeorbreakmoments.com</link>
	<description>Building Customer Relationships One Moment at a Time</description>
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		<title>Answering Your Phone: Is it You or Memorex?</title>
		<link>http://www.makeorbreakmoments.com/2010/08/25/answering-your-phone-is-it-you-or-memorex/</link>
		<comments>http://www.makeorbreakmoments.com/2010/08/25/answering-your-phone-is-it-you-or-memorex/#comments</comments>
		<pubDate>Wed, 25 Aug 2010 19:48:44 +0000</pubDate>
		<dc:creator>Deborah Chaddock Brown</dc:creator>
				<category><![CDATA[Telephone Moments]]></category>
		<category><![CDATA[answer the phone]]></category>
		<category><![CDATA[build customer relationships]]></category>
		<category><![CDATA[customer relationship]]></category>
		<category><![CDATA[get a real person]]></category>

		<guid isPermaLink="false">http://www.makeorbreakmoments.com/?p=1434</guid>
		<description><![CDATA[Often our first interaction with our customer is over the phone.  If you had to rate that experience from the caller&#8217;s perspective &#8211; how would you do?  A+ &#8211; you answer the phone personally with a warm greeting and a smile on your face F -    they have several confusing options with a menu that [...]]]></description>
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		<slash:comments>2</slash:comments>
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		<title>A Scary Make or Break Moment from Management</title>
		<link>http://www.makeorbreakmoments.com/2009/02/02/a-scary-make-or-break-moment-from-management/</link>
		<comments>http://www.makeorbreakmoments.com/2009/02/02/a-scary-make-or-break-moment-from-management/#comments</comments>
		<pubDate>Mon, 02 Feb 2009 20:46:27 +0000</pubDate>
		<dc:creator>Deborah Chaddock Brown</dc:creator>
				<category><![CDATA[Employee Moments]]></category>
		<category><![CDATA[Telephone Moments]]></category>
		<category><![CDATA[anticipate concerns]]></category>
		<category><![CDATA[conference calls]]></category>
		<category><![CDATA[employee moments sales force]]></category>

		<guid isPermaLink="false">http://www.makeorbreakmoments.com/?p=399</guid>
		<description><![CDATA[It is a scary time.  Companies are laying off hordes of employees.  Businesses are closing.  Sales are down. Now is not the time to scare off those employees you&#8217;d like to keep around. Your boss calls and says &#8220;I need you to be available for a conference call with the entire sales force next Monday [...]]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Building Customer Relationships Over the Phone</title>
		<link>http://www.makeorbreakmoments.com/2008/10/27/building-customer-relationships-over-the-phone/</link>
		<comments>http://www.makeorbreakmoments.com/2008/10/27/building-customer-relationships-over-the-phone/#comments</comments>
		<pubDate>Mon, 27 Oct 2008 12:18:23 +0000</pubDate>
		<dc:creator>Deborah Chaddock Brown</dc:creator>
				<category><![CDATA[Customer Moments]]></category>
		<category><![CDATA[Telephone Moments]]></category>
		<category><![CDATA[building relationships]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[phone conversations]]></category>

		<guid isPermaLink="false">http://www.makeorbreakmoments.com/?p=115</guid>
		<description><![CDATA[I called for information about my son&#8217;s college fund yesterday.  In light of the current economic climate and the fact that my son leaves for college in less than eleven months &#8211; I had a few questions. I can&#8217;t imagine being in the financial world right now.  As people work to stamp down their panic [...]]]></description>
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		<slash:comments>0</slash:comments>
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		<item>
		<title>A Text Message Moment</title>
		<link>http://www.makeorbreakmoments.com/2008/10/24/a-text-message-moment/</link>
		<comments>http://www.makeorbreakmoments.com/2008/10/24/a-text-message-moment/#comments</comments>
		<pubDate>Fri, 24 Oct 2008 15:31:48 +0000</pubDate>
		<dc:creator>Deborah Chaddock Brown</dc:creator>
				<category><![CDATA[Customer Moments]]></category>
		<category><![CDATA[Telephone Moments]]></category>
		<category><![CDATA[careful consideration]]></category>
		<category><![CDATA[knee jerk response]]></category>
		<category><![CDATA[text messages]]></category>
		<category><![CDATA[texting while driving]]></category>

		<guid isPermaLink="false">http://www.makeorbreakmoments.com/?p=108</guid>
		<description><![CDATA[I was attending a meeting today when the facilitator received a text message.  The meeting format is a casual breakfast round table and so it was appropriate for her to quickly view the message while the rest of us continued our discussion. I noticed that she did a little thumb dance over the keys and [...]]]></description>
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		<slash:comments>0</slash:comments>
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		<item>
		<title>When Did Humans Become Rare?</title>
		<link>http://www.makeorbreakmoments.com/2008/09/30/when-did-humans-become-rare/</link>
		<comments>http://www.makeorbreakmoments.com/2008/09/30/when-did-humans-become-rare/#comments</comments>
		<pubDate>Tue, 30 Sep 2008 20:52:35 +0000</pubDate>
		<dc:creator>Deborah Chaddock Brown</dc:creator>
				<category><![CDATA[First Impressions]]></category>
		<category><![CDATA[Telephone Moments]]></category>
		<category><![CDATA[automated answering services]]></category>
		<category><![CDATA[automated options]]></category>

		<guid isPermaLink="false">http://www.makeorbreakmoments.com/?p=40</guid>
		<description><![CDATA[Not to belabor the whole &#8220;make or break telephone moments&#8221; conversation but today  Drew McLellan left a tweet that he&#8217;d called a company and got a human.  He said: Just called a company &#8212; was surprised to hear a human answer the phone. That&#8217;s how rare it is today. Wayne Hurlbert responded back saying: Being rare also [...]]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>AM Trust Provides Telephone Automated Frustration and Wonderful Customer Service</title>
		<link>http://www.makeorbreakmoments.com/2008/09/26/am-trust-provides-telephone-automated-frustration-and-wonderful-customer-service/</link>
		<comments>http://www.makeorbreakmoments.com/2008/09/26/am-trust-provides-telephone-automated-frustration-and-wonderful-customer-service/#comments</comments>
		<pubDate>Fri, 26 Sep 2008 17:14:40 +0000</pubDate>
		<dc:creator>Deborah Chaddock Brown</dc:creator>
				<category><![CDATA[Customer Moments]]></category>
		<category><![CDATA[Telephone Moments]]></category>
		<category><![CDATA[AM Trust]]></category>
		<category><![CDATA[automated technology]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[telephone conversation]]></category>

		<guid isPermaLink="false">http://www.makeorbreakmoments.com/?p=38</guid>
		<description><![CDATA[This wasn&#8217;t a test.  I really wanted to find a colleague from my past, but the experience was just too good to pass up sharing. I found someone that I used to work with via LinkedIn and according to their profile they work at AM Trust.  Of course LinkedIn doesn&#8217;t provide the phone number and so [...]]]></description>
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		<slash:comments>0</slash:comments>
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		<item>
		<title>Superior Customer Service and a Telephone</title>
		<link>http://www.makeorbreakmoments.com/2008/09/26/superior-customer-service-and-a-telephone/</link>
		<comments>http://www.makeorbreakmoments.com/2008/09/26/superior-customer-service-and-a-telephone/#comments</comments>
		<pubDate>Fri, 26 Sep 2008 00:07:11 +0000</pubDate>
		<dc:creator>Deborah Chaddock Brown</dc:creator>
				<category><![CDATA[Customer Moments]]></category>
		<category><![CDATA[Telephone Moments]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[missed opportunities]]></category>
		<category><![CDATA[mystery shop]]></category>
		<category><![CDATA[setting expectations]]></category>

		<guid isPermaLink="false">http://www.makeorbreakmoments.com/?p=35</guid>
		<description><![CDATA[When we think of customer service, we generally think about face-to-face conversations, yet often our first contact with the potential customer is over the phone. When I was first promoted to Regional Manager over the Greater Detroit Pearle Vision stores (back in the late 80s) I spent the first few months traveling the stores and [...]]]></description>
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		<slash:comments>0</slash:comments>
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