61 Most of the time, you personally answer your telephone. When you aren't available, I'll get a choice of leaving a message or transferring to someone who can help me now. Your personal message tells me when you'll return, so that I know approximately when I can expect a call back. When you leave me a message, you'll include a good time for me to call back. I'll do the same for you. DO NOT ALTER OR DELETE THIS LINE ­ It is here for spacing purposes. DO NOT ALTER OR DELETE THIS LINE ­ It is here for spacing purposes. S PECIAL D ELIVERY What about your own customers? Do they have additional expectations that are unique to them? If so, what are they? ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ DO NOT ALTER OR DELETE THIS LINE ­ It is here for spacing purposes. DO NOT ALTER OR DELETE THIS LINE ­ It is here for spacing purposes. Fax Even though sending a fax is quick and easy, there are still some things to consider. DO NOT ALTER OR DELETE THIS LINE ­ It is here for spacing purposes. DO NOT ALTER OR DELETE THIS LINE ­ It is here for spacing purposes. Ashley is very careful how she speaks with customers, but she recently got a little careless with a fax. One of her customers said he had to change an order because of possible layoffs. Ashley faxed a copy of the change and wrote a note to go with it that said, "Here's your copy. Sorry to hear about the layoffs. DO NOT ALTER OR DELETE THIS LINE ­ It is here for spacing purposes. DO NOT ALTER OR DELETE THIS LINE ­ It is here for spacing purposes. Ashley demonstrated poor judgment. Keep in mind that faxes are seldom private. Where's your fax machine located? Is it placed where nearly anyone can look at incoming messages? This is often the case. Always assume the customer's fax is accessible to everyone. CASE STUDY: Ashley's Mistake 3: Professional Telephone Skills Tip: Treat fax communication just as you would a business letter. Make certain that it's professional and well written.