When clients call your office, the first person they encounter is the one who answers the phone, which is why front office phone training is so important. It is that first impression that sets the tone for the customer experience and having a successful interaction with a potential client is critical in making sure that call becomes a consultation and eventually a new client. Consistency is key; training every member of your team to conduct phone calls in the same manor will not only impress your clients but make them feel comfortable and ready to say YES.