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If an agitated customer is on the line, you should realise that there may be a valid reason for his mood. He may have a genuine grievance.

Photo: Bijoy Ghosh

Talking buSIness: Following telephone etiquette will help create a favourable impression with callers.

“People used what they called a telephone because they hated

being close together and they were scared of being alone.”

- Chuck Palahniuk (B 1961), American Satirist

If you are going for a serious conversation over phone, note down beforehand all the points you have to convey or seek information on, in the proper sequence, so that you do not miss any of the points.

It is not good manners to start talking at length when someone calls you. It is his call and so let him do the first talking. Even if he is a known person, do not try to talk first. You may relate some story you want, after he finishes his part. Also, it is fair that the person who made the call closes the conversation and hangs up first. If you are called and you hang up the phone during the conversation, it conveys a message of coldness. When you put down the receiver, do it gently. Do not slam it down. If the other person is still keeping his receiver close to his ear, the bang would be hurtful. He may take it as a sign of rudeness, though you never intended it to be so.

The caller would be happy if you pick up the phone by the third ring. This is particularly important if you happen to be working in a call centre or other service organisation. The caller should show courtesy on his part by responding immediately after he hears the answer from the other end; it is unfair or even rude to keep the person who took the phone waiting for a long time. Once you start the conversation, you should focus your attention on the person at the other end. In order to appreciate this point, you may visualise how you would feel if the other person does not give you undivided attention.

If you work in an organisation, blunt phrases such as “We can’t do it”, “How can we know that?”, “You should”, and “NO” have to be avoided. (You would know that a callous attitude and an indifferent response from officials are the source of many complaints against Government offices.) The ideas you contemplate have to be presented in a pleasing language. If an agitated customer is on the line, you should realise that there may be a valid reason for his mood. He may have a genuine grievance caused probably by a lapse on the part of your organisation. You may not be the offender, but he takes you as a representative of the organisation and fumes at you. This is a moment when you have to be calm. You should listen to him patiently. If you get upset when you feel that you are being blamed unreasonably for someone else’s fault and you resort to arguments, you would make a bad situation worse. Your offensive language may give rise to further complaint. Be sincere and loyal to your organisation, and respond patiently. The most important thing is that you should permit him to give full vent to his grievance, and not block him as he spurts out. A useful strategy would be to offer to call him back and do so immediately. It would calm him to a certain extent, given that you have a positive attitude to his problem. There is no loss of face in giving an apology using the caller’s name as well, if the situation warrants. It will help in resolving the issue with a difficult customer.

If you are not the concerned person in the organisation for the purpose a caller has in mind, do not say so and hang up. Instead you may transfer the call after telling him, or take his number and name and promise to call him back. Never tell, “He is out”, or “I don’t know”. Suggest that the caller leave a message for you (including voice mail) if it pleases him. If he leaves a message, make sure that you repeat it for confirmation.

The name should be spelt correctly and there should be no error in the phone number. In case of doubt, do not hesitate to get it clarified by the caller. Also, note down the date and time of the call. It is not good etiquette to keep the caller holding his phone for several minutes before he reaches the right person. One simple formula for success is empathy: visualise for a moment that you are in the caller’s position and the way in which you would be happy to be treated.

If you ask the caller to hold the phone for a moment when you are quickly making a search, be sure that you have covered the mouthpiece properly lest any unwholesome remark from you or others near you should trickle to his ears.

Those who make use of voicemail have to follow some discipline. In the first place do not avoid answering the phone even while you are available, dumping everything into the voicemail. If a caller gets the mechanical voicemail greeting, he would start suspecting whether you are deliberately avoiding an interaction.

Your recorded greeting has to be natural in your own voice and in a pleasant tone. Never use the stereotyped default greeting if any in the instrument. The greeting may have to be changed to suit the conditions as when you may be away for a day or two. Make it a point to check the messages recorded as soon as you return, and take appropriate action. Instead of voicemail, you can make use of automatic phone forwarding services if you desire.

If you are giving a voicemail message, make it brief and clear. Do not forget to give your name, phone number, and the time of your call.

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