Was that a lilt in your voice?

High notes, low notes, coughs, gulps, groans and deep sighs, boredom, rudeness,reticence, enthusiasm, frustration — wait a minute, back up — enthusiasm in a phone call? I was prepared for most of the above but not enthusiasm, especially since today one rarely finds enthusiasm in any phone call dealing with service needs. This enthusiastic individual actually had a lilt in her voice, a sound and feeling that she was happy to be there and to be answering the phone. Three of the four calls I made f...