When Answering A Telephone Call You Should Not

When Answering a Telephone Call: A Comprehensive Guide on What NOT to Do

In today's fast-paced business environment, the telephone remains a crucial communication tool. How you answer the phone can significantly impact your professional image and the overall impression you make on callers. While there's a wealth of information on how to answer a phone call professionally, this article delves into the equally important aspect: what NOT to do when answering a telephone call. Mastering these crucial "don'ts" is just as vital as mastering the "dos" for establishing a positive and productive communication experience.

The Cardinal Sins of Telephone Etiquette: What to Absolutely Avoid

Many seemingly minor actions can severely damage your professional reputation and negatively affect your business relationships. Let's dissect the key mistakes to avoid when answering a telephone call:

1. Failing to Identify Yourself and Your Organization

This is perhaps the most fundamental error. Never answer the phone without clearly identifying yourself and your organization. A simple, "Good morning/afternoon, this is [Your Name] at [Company Name]," sets a professional tone and ensures the caller knows who they've reached. Omitting this crucial step leaves the caller feeling lost and confused, potentially leading to frustration and a negative perception of your business.

Why it's crucial: Imagine calling a business and hearing only a mumbled, "Hello?" This lack of identification is unprofessional and undermines the credibility of your organization.

2. Answering the Phone Rudely or Impatiently

Your tone of voice is just as important as your words. Avoid answering the phone with a sigh, a curt response, or a rushed tone. Even if you're busy, maintain a polite and patient demeanor. Remember, the caller might be experiencing stress or urgency, and your impatient response can exacerbate their frustration.

Strategies for handling busy periods: If you're exceptionally busy, consider using a polite phrase like, "Thank you for calling [Company Name]. I'm currently assisting another caller, but I'll be with you shortly." This offers reassurance and manages expectations effectively.

3. Using Slang, Jargon, or Informal Language

Maintain a professional tone at all times. Refrain from using slang, jargon, or overly informal language. Your language should be clear, concise, and easily understandable for anyone, regardless of their familiarity with your industry. Using informal language can undermine your credibility and create a sense of unprofessionalism.

Why professionalism matters: Using appropriate language demonstrates respect for the caller and projects a positive image of your organization. It's a crucial element of building trust and rapport.

4. Interrupting the Caller

Never interrupt the caller. Let them fully explain their reason for calling before responding. Interrupting shows a lack of respect and can lead to miscommunication and misunderstandings. Active listening is key to a successful conversation.

Effective listening techniques: Practice active listening by paying close attention to the caller's words, asking clarifying questions, and summarizing their concerns to ensure you understand their needs.

5. Placing the Caller on Hold Without Permission

Always ask the caller's permission before placing them on hold. Unexpectedly placing someone on hold can be disruptive and frustrating. A simple, "Would you mind holding for a moment while I retrieve some information?" is both polite and professional.

Handling long hold times: If you anticipate a long hold time, inform the caller upfront and offer to call them back. This demonstrates respect for their time and prevents unnecessary frustration.

6. Eating, Drinking, or Chewing Gum While on the Phone

This is a significant breach of etiquette. The sounds of chewing, eating, or drinking are distracting and unprofessional. Avoid these habits completely when answering or speaking on the phone. Maintaining a professional demeanor extends to all aspects of the call, including what you are doing while speaking.

Maintaining focus: Your undivided attention should be on the caller. This demonstrates respect for their time and ensures effective communication.

7. Multitasking While on the Phone

Resist the temptation to multitask while on the phone. Focusing on multiple tasks simultaneously can lead to mistakes, misunderstandings, and an overall reduction in the quality of the conversation. Give the caller your full attention to ensure a smooth and productive interaction.

The importance of focus: Dedicate your full attention to the call. This allows for better understanding, quicker resolution of issues, and a more positive interaction.

8. Failing to Take Accurate Messages

If you need to take a message, ensure you get all the necessary information: the caller's name, phone number, the reason for their call, and any other relevant details. Inaccurate or incomplete messages can lead to delays and frustration for both the caller and the recipient of the message.

Effective message-taking techniques: Use a standardized message pad or system to ensure consistency and avoid missing crucial information. Confirm the details with the caller before ending the call.

9. Ending the Call Abruptly

Never end the call abruptly without properly acknowledging the caller and thanking them for their time. A polite closing, such as "Thank you for calling, have a great day," leaves a positive lasting impression. An abrupt ending can leave the caller feeling disregarded and unimportant.

Proper call closure: Summarize the key points of the conversation, confirm any agreements, and express gratitude for the caller's time before ending the call.

10. Engaging in Personal Conversations While on the Phone

Absolutely avoid engaging in personal conversations while on the phone with a caller. This is extremely unprofessional and disrespectful. If you need to take a personal call, politely excuse yourself and ask the caller if they can hold or if you can call them back.

Maintaining confidentiality: Avoid discussing personal matters, even briefly, while on the phone with a client or customer. This maintains confidentiality and projects professionalism.

11. Using an Unprofessional Tone of Voice

Your tone of voice conveys as much information as your words. An angry, sarcastic, or condescending tone will damage your reputation and create a negative experience for the caller. Maintain a calm, respectful, and helpful tone of voice throughout the conversation. Even if the caller is upset, maintaining a calm demeanor can de-escalate the situation.

Managing difficult callers: Use empathy and active listening to understand the caller's perspective. Clearly explain your actions and offer solutions to address their concerns.

12. Not Knowing the Answers to Common Questions

Preparation is key. Before answering the phone, familiarize yourself with frequently asked questions and answers. Failing to answer basic questions will frustrate the caller and reflect poorly on your company. Having readily available information ensures a smoother and more efficient call.

Proactive preparation: Create a frequently asked questions (FAQ) document or use a knowledge base to quickly access information.

13. Not Taking Ownership of Problems

If a problem arises, avoid blaming others or departments. Take ownership of the issue and work towards a resolution. This demonstrates professionalism and commitment to customer service.

Problem-solving strategies: Actively listen to the caller's concerns, offer apologies where appropriate, and outline steps for resolving the problem.

14. Being Unprepared for the Call

Ensure you have the necessary tools and information readily available before answering the call. Improper preparation leads to delays, frustration, and a negative experience for the caller. Having your notes, computer, and other necessary tools prepared ensures efficiency and professionalism.

Organizing your workspace: Keep your workspace tidy and organized to facilitate efficient handling of calls.

Beyond the Basics: Advanced Telephone Etiquette Considerations

The points above cover the fundamental "don'ts" of phone etiquette. However, several more advanced considerations can further enhance your professional image and communication skills:

15. Ignoring Caller ID

While not always feasible, acknowledging and addressing calls from recognized numbers first demonstrates efficiency and prioritization. Ignoring calls entirely, especially from important clients or contacts, is unprofessional and can damage relationships.

16. Forgetting to Follow Up

After a call, particularly if it involved resolving an issue or following up on a request, remember to follow up. This shows attentiveness and commitment to client satisfaction.

17. Poor Time Management on Calls

Keep calls concise and focused. Respecting the caller's time is essential. Avoid rambling or unnecessary tangents.

18. Not Using a Professional Voicemail Greeting

Your voicemail greeting should be professional, clear, and concise. Avoid informal language or music. It should clearly state your name, company, and how to reach you.

19. Using Offensive Language

Under no circumstance should you use offensive or inappropriate language during a telephone conversation.

20. Not Adapting Communication Style to Caller

Adjust your communication style to suit the caller. Some callers prefer a formal approach, while others are more comfortable with a casual tone. Observe and adapt your style appropriately.

Conclusion: Mastering the Art of Professional Telephone Communication

By avoiding the mistakes outlined above, you can significantly enhance your professional image and create positive interactions with callers. Remember, every telephone call is an opportunity to represent your organization and yourself. Mastering telephone etiquette, including understanding what not to do, is a crucial skill for success in any professional environment. By paying attention to these details, you'll build stronger relationships, improve your reputation, and leave a lasting positive impression on every caller.