Small-business owners should be prepared to give customers – especially those who call to complain – a positive phone experience.

“Once a customer has left the store, the telephone is the first place they will turn if they have a problem,” said Bryant Wilson, CEO of the On Hold Company, a phone on-hold music and message company. “If I’m already unhappy, a bad phone call just adds fuel to the fire.”

Wilson suggests that companies train employees on how to deal with customers over the phone, including making the initial greeting, respecting customers and putting customers on hold.

Good phone support is an issue for small businesses that hire someone to answer the phone, Wilson said.