Develop Good Telephone Skills

Ever answer the phone without looking at the caller ID and a voice on the other end begins immediately: "Who am I talking to?" What was your reply? How did the experience make you feel?

Steps

  1. Remember that proper telephone etiquette begins with you. It involves much more than a polite voice and good manners. The key here is the same truth applicable in most scenarios in life, education.
  2. Try to remain positive. It would not be suggested that one become a social skeptic and expect that at any moment some mistreat will randomly or deliberately call your number with mischief in mind.
  3. Keep a good mindset. Therefore what matters is what your mindset is between the time the phone rings and you answer it. With today's technology caller ID is almost universal. It is a vital tool to prepare you to respond appropriately to the caller. Again, we haven't the time here to discuss all the "what ifs" a home phone can present. Let's return to the opening scenario. The one being called simply forget to glance at the caller I.D. We use the phone so often, complacency comes quite naturally.
  4. Develop a routine. The receiver is lifted, a polite "Hello" is spoken, now it is safe to assume that the voice inquiring, "Who am I talking to?" is not so polite. Consider if you will a few of the things we do not know.
  5. Figure out the caller's intent. The caller's situation. The caller's ID, by now you've looked at the caller ID on the phone and it provides no ID.
  6. Respond. Now, your reaction. Some might want to become defensive at which point the tenor of the voice will change. Any number of replies immediately come to mind. May I ask that we remember that we know nothing of the caller. Regardless, your reaction should not change.
  7. Acquire a posture of deliberate politeness with guarded intent.
    • "I'm sorry, who were you trying to reach?" Expect to be pleasantly surprised to find out anything from a number dialed incorrectly to your oldest sons boss looking for a 30 minute late employee. Remember, continue to be polite but you are still guarded.
  8. Be prepared to respond to various scenarios. It isn't an incorrectly dialed number, it isn't your oldest son's boss. It is someone intent upon criminal mischief? Do you still remain polite? Yes! However, you have your cell phone and have already dialed emergency services. The dispatcher will likely be intuitive and as you are politely explaining to the caller that you are hanging up now so that you may speak with the police on your cell.



Tips

  • Spoken courtesy on a telephone can reap rewards we may not expect.
  • Never raise your voice on the phone.
  • Try to speak clearly with the receiver a couple inches away from the mouth - not too far and not on the lips.
  • Many customer service representatives receive very little formal training in telephonic communication. An example is someone giving you a confirmation number after a business transaction. The representative may not repeat the number as you are writing it down. I always like to ask of the representative if I may "confirm" the number and I will read it back clearly.

Warnings

  • Do not return threats for threats. NEVER say you have a gun and will use it!
  • If you answer the phone and are immediately assaulted with all manner of vulgarity etc. DO NOT respond. Hang up immediately but do not slam the phone down.
  • If your telephone has recording capability, use it but do not prolong the call just to get a recording. NEVER say you are recording the call whether you are or are not.
  • This is about 10 minutes of a 4 hour class but a great deal of time can be made up with your understanding of and practical use of good old common sense.
  • If you receive repeated threatening calls also hang up immediately. Call call emergency services and do not try to be a detective and build a case for the police.
  • For this article with a lot more caution than advice about courtesy there must be a few DO NOTs.
  • Remain calm, do not breath into the phone. Do not demand identification. Take careful mental notes, was it a male, female, young, older, a discernible accent, even the use of the English language, did the caller use poor grammar, well educated as far as you could tell.

Related Articles

Sources and Citations

  • Personal experience. Retired law enforcement, 28 years.
  • Degree in Business with a minor in Marketing
Retrieved from "https://kipkis.com/index.php?title=Develop_Good_Telephone_Skills&oldid=354187"