Mind Your Phone Manners

I don’t know if people have been so isolated from “normal” daily interactions due to COVID-19 that they have completely forgotten how to speak to other people, but phone etiquette seems to be a dying art…no excuses!

When I was a child, my mother taught me the proper way to answer a phone and in my current day job, a good part of the Customer Service I offer is over the phone.

I googled phone etiquette and was given the following list:

1. Answer the call within three rings.
2. Immediately introduce yourself.
3. Speak clearly.
4. Only use speakerphone when necessary.
5. Actively listen and take notes.
6. Use proper language.
7. Remain cheerful.
8. Ask before putting someone on hold or transferring a call.

Image from https://www.flowershopnetwork.com/blog/flower-shop-phone-etiquette/

How has common sense become so uncommon?

Everyday, I am loosing faith in humanity when I answer a call at my place of business, and it is common to hear coughing (DIRECTLY into the receiver!?!?). If that is not enough, people go on to be very unprofessional, and are not sure what information to provide (unprepared). Some people tell me their life story (as if they are the only one being assisted…while my switchboard blinks incessantly!). Or they are interrupted by things in their background. Are you working on a construction site?

Perhaps they have become very relaxed in the text messaging era and don’t actually know how to talk to a person on the phone. Luckily, there are resources.

Remember: “A little kindness goes a long way.”