Phone etiquette

I screen about 90% of the bosses calls like that. If they ask for "the manager" instead of asking for him by name I know instantly it's a telemarketer. You don't call a business and get E36 M3ty with them for doing their job.

Anyone getting angry while calling a business environment because someone other than the requested person answers the phone will be angry an awful lot.

I can't think of another business of equal size where someone as high as the General Friggin' Manager even answers the phone. So the guy should be happy he got as high on the food chain as he did.

Of course you're going to inquire who's calling. The Number One Phone Rule for Any Business is "Don't let your fellow employees get ambushed." The guy was pissed because that's EXACTLY what he wanted to do. You'll never hear from this guy again. You'll see your fellow employees after lunch. Besides, you married one of them and gave birth to another one.

Apexcarver wrote: Hell, I got a lady pissed at me for calling her "Ma'am"

I got yelled at for calling an older woman "Miss." to be polite.

She retorted "what do you think I am, some tramp? You call me Ma'am!"

What was his voice like? It wasn't Bob Costas, was it?

clownkiller wrote: Your right Marjorie. It is a business, and that's how you answer the phone. Mr.Mad should take a chill pill, if he thinks it's screening he doesn't need to give his name.

and if he won't give his name, I'd hang up on him, after telling him "sorry we don't take calls from unknown callers

if a call comes in to my house with the caller ID blocked, I lift the receiver and then hang it back up .... no conversation ... just hang up

Apexcarver wrote: Hell, I got a lady pissed at me for calling her "Ma'am"

I got written up at a former job for calling a woman "Ma'am".

I received my written reprimand in front of both her boss, and my supervisor. My boss had to stifle a laugh when I told her superior that I had a new four-letter title for her next time.

Cone_Junky wrote: Half the calls that come in to our shop is telemarketers. How are we supposed to know who to put on hold and ignore?

Typically the nasties are exactly this. They figure the poor little receptionist will get flustered at the 'DO YOU KNOW WHO I AM!?!?!?' thing, fold and shoot the call straight to the boss.

But yeah, people have no manners or patience any more. Must be all those trophies they got in T ball just for showing up so their precious little egos wouldn't get bruised.

Or (as Dr Hess says) maybe they just want to talk to someone with a dick.

Curmudgeon wrote:

Cone_Junky wrote: Half the calls that come in to our shop is telemarketers. How are we supposed to know who to put on hold and ignore?

Typically the nasties are exactly this. They figure the poor little receptionist will get flustered at the 'DO YOU KNOW WHO I AM!?!?!?' thing, fold and shoot the call straight to the boss.

If I don't know who you are, that's a reflection of you and not me. I'd have a hard time hearing that and not bursting into laughter.

TRoglodyte wrote: Whats an etiquette?

I think it's like a tourniquet used on the neck of a person operating outside the boundaries of civility.

My attitude goes further...

If an employee EVER fails to (politely) ask questions like this, I don't want them representing the company.

In these days of caller ID, most businesses know who you are. Employees still need to answer the phone like they don't know who it is, and it might be the President of the United States.

Questions like that are not designed to screen calls. They are designed to engage customers and treat them respectfully.

But, as we all know, there are plenty enough azzhatts to go around.

4cylndrfury wrote: Hell, if I call a business and an actual person answers the phone, Im instantly happy. Im sick of automated phone trees and voice recognition...you never get who you need, and usually end up explaining your story to half the staff, including the cleaning crew. Good on you guys for answering in general. That guy can go suck it...

Banging on 0 or yelling at the computer will usually put you straight to an operator that can actually help.

"WHO'S THIS?" Rude.

"Sure! May I ask who's calling?" Opposite of rude.

Kenny_McCormic wrote:

4cylndrfury wrote: Hell, if I call a business and an actual person answers the phone, Im instantly happy. Im sick of automated phone trees and voice recognition...you never get who you need, and usually end up explaining your story to half the staff, including the cleaning crew. Good on you guys for answering in general. That guy can go suck it...

Banging on 0 or yelling at the computer will usually put you straight to an operator that can actually help.

It might put you through to an operator, but I'm not buying the other part...

Let me rephrase that, get you to the correct department faster than dealing with the computer and getting redirected 9 times.

The only thing that's changed is that many people are not gifted with intellect or manners these days. I see no issues with your staffs phone protocol. Carry on my friend.

I've got a Ms. Etiquette that calls me at work fairly regularly. Nasty bitty, with atrocious phone manners, who loves to make up complaints about everyone else s phone manners, tell you how wonderful hers are, and then critique yours.

Only reason she doesn't get hung up on is she actually is calling with work related matters.

I love getting the "Do you know who I am routine". The standard answer has become "no, perhaps your mom has sewn a name tag in your shorts". Maybe they go away mad but at least they go away.

In reply to Kenny_McCormic:

No it just means you get transferred by 9 different people before finding out the first one was the one that could help you.

It is improper to ask who it is unless you have introduced yourself first. A business line should always answer the phone in a way to introduce yourself to the caller. " thank you for calling grm, this is Tim, how can I help you?"

" I 'd be happy to connect you, may I tell mr gearin who is calling?"

You grant the callers request without conditions, then ask for a name. Asking for a name first sounds like the request to speak to someone will only be granted if you are a certain somebody.

Back in the day whilst working the watch house at the local PD I was known to have answered the phone with the following:

"City Morgue, spare parts department."

I am -so- glad I do not have to deal with the phones at work. My co-workers are bad enough, but I can just imagine the guests

In reply to PHeller:

When I was an active duty coast guardsman my cutter sent three full 16 passenger vans to fire fighting and damage control school. After the first day of classes we stopped at a Wendy's and lined up inside to place our individual orders. At some point, a thirty-something year old looking female got on back of our 48 person line, a lieutenant turned around and politely said to the woman:

"Would you like to jump to the front of our line ma'am?"

The lady instantly became red and angered, she replied loudly: "Ma'am, I look like a ma'am to you? Unbelievable! What's your name and badge number?!"

The LT showed his uniform name tape and explained that he was a Coast Guardsman and did not carry a shield or badge number.

The woman insisted he show her his badge. After a few more attempts of explaining that he worked for the USCG she stormed out of the Wendy's angrily and said she was going to write her elected representative...

I still remember that situation years later.

It's considerably more rude to not identity yourself when you call them than it might be to let someone know who is on one phone line so they can decide which line is most important.

I am a dispatcher and on the phone for 12 hrs at a pop and you don't want to be the guy calling me on my recorded government phone who doesn't identity yourself first thing. If you are lucky I will just chew you up a bit, but on a bad day you might get a letter in your file and sent to a days worth of remedial communication training.

aussiesmg wrote: Back in the day whilst working the watch house at the local PD I was known to have answered the phone with the following: "City Morgue, spare parts department."

I thought that was supposed to be, "City Morgue, you stab them, we slab them."

Life is too short to deal with people like that. I just hang up on them. Some customers just aren't worth them money. They are welcome to call my boss.