The Deadly Sins of Telephone Behaviour

When you're on the phone, the smallest piece of poor etiquette can stop you of providing a great consumer experience.

These are the most common sins committed by people like us:

Cross-office shouting and general background noise

Just as you're showing off your professionalism, somebody else in the office decides to shout to one of her colleagues, perhaps in a vulgar way. Your caller will not be impressed. Especially if it's a loud comment about another call.

Negative Questioning

Telling your customer what he wouldn't want to do rather than what he would want to do is a quick way to lose an opportunity.

Poor Introduction

The introduction is your chance to establish your credibility. Clearly identify the company and yourself.

Not using the hold or mute button

If you have to cough, sneeze or consult a colleague, reach for the hold/mute button!

Putting Someone On Hold For More Than 60 Seconds

When a customer is kept holding too long, he will convince himself of loads of reasons why he shouldn't accept your suggestions

Eating or drinking on the desk whilst on calls

It sounds terrible, distracts you and makes a mess. A glass of water may help if you get a dry throat on the phone, but NEVER drink during a live call.

Speaking too quickly

Try to reflect the speed of the customer so that he or she can easily understand what you're saying.

Bad language

Although it's obvious, sometimes telephone professionals are tempted to use bad language as they empathise with the customer. And your perception of swearing or blasphemy may be different from that of your customer.

Over-familiarity

Be careful not to get too "pally." Customers sometimes find it easier to say No to their new telephone friends than to professional advisors. The key is to find the right balance between building a relationship and maintaining a professional approach.

Tapping & Playing

Tapping your teeth, running a pen up and down your headset cable and swivelling your squeaky seat are all turn-offs for customers.

Interrupting a colleague who is on the telephone

This is a sure-fire way to unfocus someone while they are speaking to a customer.

Background Noise

When our department is busy it's inevitable that our caller may pick up on noise created by others in the office, sometimes this can't be helped. We can influence some causes of distraction though. One of the biggest causes for callers to lose focus on our message is if there is a radio playing in the background. Plus the caller may get the wrong perception of us/our organisation.