IN THIS ISSUE...

Telephone Etiquiz

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1. If a caller asks for your boss who happens to be out of the office and you’re not sure where he is, you should tell the caller, "I don’t know where he is right now. May I take your number and have him call you?"
   No. When there is a call for someone and you aren’t sure when they are, don’t share this information with the caller. Just say, "He is unavailable at the moment," and offer to take a message or help the caller. This rule also applies to other personal information such as "He is at the doctor’s office, "She went home early," "She is still at lunch," and definitely, "She is in the bathroom."

2. If you are handling a difficult customer on the phone it is important to address the problem immediately by proposing a plan of action.
   Yes. stay objective, listen, relate and propose a plan of action that will solve the problem.

3. It is ok to use a new customer’s first name when you call. It is friendlier and makes them feel important.
   No. you should not use their first name until they have given you permission to do so. Using Mr., or Ms. is always respectful and appropriate.

4. After a conversation with an irate customer, you should make a follow up call to ensure they are content with the action taken and everything is satisfactory.
   Yes. Although this might be the last thing you want to do, it will enhance the customer’s perception of your company and show that you take customer service problems seriously.

5. When you leave a message on someone’s voice mail system, leave your name and your phone number and then the message.
   Yes. Also leave your company affiliation and the date and time of your call in addition to a short message that is direct and to the point. Be sure to leave your full name. You may not be the only George they know and your voice may not be recognized.

6. It is important to use the call waiting feature in business because you don’t want to lose any calls.
   No. Call waiting is losing favour in business. When speaking on the phone, it is best to ignore the clicks because your current customer takes precedence unless there are special circumstances.

7. If you are taking a cell phone call in a public place, for privacy you could retire to a bathroom if there is one near by, and take the call there.
   No. A public bathroom is neither a private place nor a good place to take a phone call. There is a high potential for embarrassment. Avoid it.

8. If your voice is slightly high pitched you can deepen the sound of your voice by humming quietly before you speak.
   True.

9. Always let the customer or caller hang up first.
   Yes. This is simple courtesy and gives the caller a final chance to add something.

10. When you ask a caller whom they are holding for, it leaves the customer with a poor impression.
    True. If you have a number of people holding you should jot down the sequence and who they are holding for. When you forget it leaves people thinking you may have forgotten them or that they aren’t important. You should also deliver a progress report every 30 seconds or so. At the second or third check you should ask whether the caller wishes to continue holding or would rather call back.

Tip of the Month

When speaking on the telephone, remember to smile as you make or answer a call. Your voice will sound friendlier. To remind yourself, paste a note on the phone that says "smile" or have a mirror near by so you can see your own face as you speak. If you work from home don’t make business calls in your pyjamas. You will always sound less confident and professional.

Public Enemy Number One

Fifteen years ago, the cell phone was the size of a large Kleenex box. It came in a basic black colour and served only one purpose.  There were 100,000 of them in Canada.

Today it easily fits in the palm of your hand.  It comes in a huge variety of designer styles and colours and can do just about everything but vacuum your living room. Now there are close to 15 million in Canada.

There is no down turn in the market in sight as they become more and more sophisticated. In the last four years users have doubled.  The number continues to grow at a rate of 30% a year. Those who own one wonder how they ever lived without one.  Those who don’t, wonder how you can live with one.

They are everywhere; on the street, on the bus, on the train, in meetings, at the gym, in restaurants and concerts, in the car, even in the bathroom. We are now available to our bosses our families and our friends 24/7 if we choose to be.  Users think nothing of answering a call no matter where they are. Love ‘em or leave ‘em the icon of the 21st century, the cell phone user, is now considered public enemy number one, the number one culprit in rudeness today.

We have all been annoyed by the cell phone user using their cell phone in an inappropriate or inconsiderate manner; the wrong place, at the wrong time, forced to listen to the one sided private conversation spoken too loudly, the annoying ringing in a meeting or a restaurant.

As cell phone users or potential users, let us all agree we will observe proper cell phone protocol:

• Before making a call, consider whether it is an appropriate time to make a call and who might overhear the conversation.
• When in the company of others, ask permission to make a call and excuse yourself to make the call in private.
• Do not make business calls in front of others who are not involved in the transaction.
• Turn off your phone during meetings and other quiet settings.
• Do not use the phone while driving unless you have a hands free phone for safety.
• Limit your conversation when calling other cell phones as they are charged for the time.

Oops Did I Say That?

Everything you say to a caller or customer leaves and impression. When you fail to think about what you are saying, you can inadvertently leave a bad impression. When you make positive statements you make a positive impression on the customer. How many of the following statements have you heard or perhaps said yourself?

"Your order should be correct now."

"I think she is still at lunch. I’ll have her call you."

"I’m sorry, but Sheila hasn’t showed up yet."

"I’m sorry, I always make that silly mistake."

"He is in the middle of a big crisis right now. Would you care to leave a message?"

"Just be patient, our service department takes forever to pick up the phone."

"He’s not here, he took off early."

"I don’t know why she didn’t return your call. Did you try and call her back?"

"Mary isn’t picking up, she must be still at coffee."

"Sorry that’s not my department. You will have to call the IS department."

"Gerry is out of the office but he should be back on Friday."

"Sorry, he’s at the doctor’s office."

Ruder Than Rude

We have all encountered rudeness in everyday life. Sometimes, however, there are situations which are so bad they are almost unbelievable. Here is your chance to tell the world about your most outstanding experience with rudeness.

This month I have chosen to share two submissions from our readers that relate to our public enemy number one the cell phone:

"I was with a colleague who had arranged to meet an important client outside the office. I had just been introduced to the client when my colleague’s cell phone rang. She excused herself and walked a couple of steps away to an alcove beside a staircase to take the call. Either the volume on the phone was too high or the alcove magnified the sound, but we heard every detail of a racy, romantic, quite explicit weekend her new boyfriend had planned for her. I was so embarrassed I didn’t know what to say to the client who was looking quite stunned. When the call was over, my colleague was still unaware of what had happened and carried on as usual which only added to the whole situation. Later I mentioned to her that we had overheard the call. Needless to say she was mortified. Thereafter I felt embarrassed every time we were at a meeting together. I couldn’t look at her without thinking about it. I can only imagine what the client thought about every time he met with her."

     - K. Mulligan, Corporate Planner, Vancouver BC

"I was at the Air Canada Center at a concert. A woman beside me was talking on her cell phone, not loud, but it was annoying nonetheless. She then would jump up holding the cell phone up so the person on the other end of the phone would hear the music and started snapping pictures with the camera. Then she would fiddle with the phone and email the pictures and take recordings on the phone and play them back to herself. It was like sitting next to a three year old with ADD. I asked her if she would please not keep jumping up but she just glared at me and said, "Excuse me, what’s your problem?" I didn’t want to start a war so instead of answering, "You are my problem," I said nothing."

     - P. Gold, Operations Manager, Regina, SK

Speakerphone Savvy

A speakerphone is normally only used when there is a group of people wishing to hold a meeting with someone who is only available on the phone. The number one rule for using a speakerphone is to immediately tell the person you are calling that you are using a speakerphone. You should express why you are choosing to use the speakerphone and introduce the other people in the room. Give each individual an opportunity to say hello so that the person you are calling can tune in to their voice. During the conversation, those present should continue to say their name before they speak, such as: "Helen, Nancy here." It is always a good idea to close your office door when you are using a speakerphone. The speakerphone amplifies the sound and curiously enough people tend to speak louder for some reason when a speakerphone is in use.

Guidelines for Video Conferencing

The rising cost of airfare, the effects of 911, outsourcing and the global economy have increased the use of video conferencing. It is important that preparation be done in advance of the meeting. Those unfamiliar with the format should participate in a mock meeting with video taping so suggestions can be made if necessary. Prior to the meeting you should also have an agreed upon agenda in place.

During video conferencing be sure to sit properly, listen, speak clearly and avoid nervous habits such as clicking your pen or twiddling your thumbs. Remember you may not be able to see all the people on their end but this doesn’t mean the roving camera doesn’t have you on camera, so be sure you are not nodding off or gazing out the window.

Ten Tips to Boost Your Telephone Courtesy

Rrring, rrring, rrring, rrring, rrring, "Ergo Corp, hold please." Click!

How does that make you feel? Like a valued customer or a little annoyed? And after 10 minutes of Abba tunes played by Zamphir, how are you?

We’ve all been there. The fact is, callers form their first impression of a company by the number of rings it takes to get an answer and by the first voice they hear. Studies have shown that the number one reason customers do not become repeat customers is employee indifference and rudeness on the phone. No matter what percent of your business is conducted over the phone, it is important to recognize that good telephone skills are a vital part of customer service. Whether it’s a live voice or voice mail, it should create a favourable impression.

The rules for answering a telephone are simple and, put into practice, reflect positively on your business.

Here are ten tips to improve your telephone courtesy:

1. Use the 4 answering courtesies:
     • Greet the caller
     • State the company name, organization, or department
     • Introduce yourself
     • Offer your help and use friendly phrases "Good morning, Ergo Incorporated,
       Helen Frazer speaking. How may I help you?"
   
2. Be enthusiastic, sound interested and upbeat, and make the caller feel welcome. A bored, tired sounding voice is a turn off. If you smile your voice will sound friendlier.
3. Address your caller formally ( Mr., Mrs., Miss, Ms., Sir) unless they are well known to you or they have indicated you may use their first name.
4. To avoid disconnecting callers, learn the features of your phone before you begin transferring calls. Tell the caller the name of the person you are redirecting the call to and that person’s extension number just in case they get disconnected.
5. Answer in as few rings as possible. Three rings is a good rule.
6. Never eat, drink or chew gum while talking on the phone. If your mouth is full when the phone rings wait a few seconds and swallow first.
7. If you need to put a caller on hold, ask permission and wait for an answer. "Would you mind if I put you on hold for a moment?" "Yes, go ahead." Update the caller every half minute or so.
8. Avoid side conversations. Trying to carry on two conversations while on the phone is impossible and very annoying. The caller deserves your full attention. If you are in the middle of an important conversation let your voice mail take the call.
9. Prepare for a phone call before you make it. Have some idea what you are going to discuss and make notes if there are a number of important items you wish to cover. It is much better to plan ahead than to have to make a second call.
10. Use courteous closing statements such as "Thanks for calling. We appreciate your business," I’m glad I was able to help," "I enjoyed speaking with you," "Feel free to call me if you have any questions."

Stay Out of the Swamp --
Telephone Etiquette Tips for Handling Angry Callers

At some time or other we all have to take or make a call to someone who is, or perhaps as a result of our call, will become upset or angry. Sometimes we procrastinate, hoping that time passing will make the call easier. It rarely does. In any area of customer service, dealing with an angry caller is challenging at the best of times. It is important to remember not to get emotionally involved with the caller and take their remarks personally. Remain calm and don’t jump into the swamp with the alligators. There are three simple steps to follow that will help you to manage the call, diffuse the situation, calm down the angry caller and turn the situation around.

• Listen.
  First of all you need to listen to the callers’ problem or concern and understand exactly what their problem is. Let them vent. Remember it is not important to fix blame for the problem, it is more important to fix the problem. Write down the elements of the complaint. If the caller is really abusive you should write that down as well just in case you, the company, or the caller, decide to take further action.
• Relate.
  Relate to the problem by apologizing in a general way or broad sense. You can apologize for the situation without admitting you were in the wrong. Such as, "I understand how you must feel Mrs. Brown," or "I don’t blame you for being upset," "I apologize for all the confusion." You can also relate by agreeing. If the caller has a legitimate complaint it is sometimes best to relate by agreeing. Such as, "Mr. Green, you’re right, you were promised delivery yesterday but we didn’t make it. I promise we will get that out to you right away."
• Propose an action plan.
  The third step is providing a plan of action. If it is a problem you can’t personally solve, give the caller your name and title and have him hold while you get the person who can solve the problem. Make sure any action plan is one you can deliver. State it clearly and concisely. Ask for the caller’s buy in of the plan, such as: "Mr. White, I am going to check with our service department right now, find out when your DVD will be ready, and I will call you back in the next 15 minutes. Will that be OK?" Once you have their agreement, you must be sure to follow through. Check back with the caller to ensure their problem was solved satisfactorily and that the customer is satisfied.

No one enjoys these kinds of calls but putting these tips into practice can help make a difficult situation a little easier.

Who’s Got the Monkey?
Using Voice Mail Effectively

Voice mail systems allow people to leave a message for you when you are out of the office or on another line. A game of telephone tag or who’s got the monkey can sometime result. There are a few things to remember when using voice mail.

When you are recording a message for your voice mail system keep it business like and professional. If you must express your creativity or sense of humour, save it for your home system.

Some people record messages on a daily basis or refer callers to someone who can help them. At the very least, state your name, your company or department, and request the caller leave a message and you will return his or her call as soon as possible. There is no need to say "after the beep," everyone knows about the beep.

Messages should be changed when you go on vacation or are away from the office for more than a day. Be sure and keep your message current. There is nothing worse than a message that says you will be out of the office on Tuesday when it is already Friday.

Sometimes people use the voice mail system as a way to avoid conversations with individuals they don’t want to speak to. Don’t use the voice mail system as a means of unloading a problem you don’t want to deal with or leave long and detailed messages about a problem. These situations should be dealt with directly. Don’t assume because you’ve left a message you no longer have responsibility for the problem.

When you get a message on your voice mail system try to return it that same day or the next morning.