Common Courtesy Isn’t So Common – 10 Telephone Blunders in Everyday Business

by: Joy Fisher-Sykes

As youngsters, many of us were taught basic telephone etiquette. These lessons taught us the basic components of conducting a phone conversation - politeness, attentiveness, respect, and common courtesy. Unfortunately, it seems these lessons have been forgotten by many of today’s companies. For many, the philosophy seems to say that it’s easier to forgo these practices and, instead, choose to deal with the customer service consequences later. It seems the true cost to the bottom line is of not of any consequence. Why in a time of ever increasing competition locally and abroad, along with the knowledge of customers’ high expectations, would anyone be willing to overlook and undervalue this most basic customer service skill? Common Sense Common sense and logic aren’t so common. Common sense says solid telephone skills cannot be taken for granted and shows our customers we value them and their business. Here are some common telephone blunders and common sense solutions to keep your company on track. Even if you have been guilty of practicing some or all of these blunders, take charge now and reshape your focus to create a customer-focused organization. 1. No Call Back I am referring to calls from a co-worker, business associate, vendor, or someone with which you have a standing business relationship. The reasons people choose not to return a call may include the following: * “I don’t have any new information to share.” * “I’m waiting for so-and-so to return my call or answer my e-mail.” * “I don’t have a need for this service right now.” (Though I may in the future). * “I’m not the person with whom they need to speak.” * “I haven’t made a decision yet.” Unfortunately, when you realize you were negligent and overdue for a call back, panic and embarrassment set in and you feel it’s easier to duck, dodge, and dance around rather than make the call. This only compounds the problem and doesn’t alleviate your uneasiness. The solution is to pick up the phone. Begin by apologizing for not calling back. Do not make excuses such as, “I was busy.” Instead, be honest and forthright, which goes a long way to building and maintaining solid business relationships and your reputation. Next, proceed to resolve the business at hand. In the future, begin with the positive intention of answering calls in a timely fashion. If you don’t have any news or there is no change in circumstances, let the caller know. Inform him or her when you plan to call back, or provide a future date when the caller can contact you – and be sure to pick up the phone. 2. Untimely Voice Mail Imagine you call a business the day after Labor Day and hear the following message, “Thank you for calling ABC Company. You have reached the desk of Jane Doe. I’ll be out of the office on business from July 3 through July 15th. Please leave a message.” What does this outdated message really say about you to your customers? For one, it says I’m too busy to change a voice message, so, perhaps, I’m too busy to meet and service your business needs. Remember, your message represents you in your absence. Be sure all messages are timely and reflect a professional image. If the customer needs immediate assistance, be sure to state whom they can contact, along with a phone number. Another voicemail blunder is allowing a mailbox to fill to capacity so the box won’t accept any more messages. I know people who purp