Choosing Your Phone Presence and Attitude

When it comes to speaking with someone on the phone, it seems that most people have all of the same gripes and pet peeves about mistreatment they’ve received while on the phone. If that happens to be true, and we all continue to be mistreated, that must mean that some of us are not ‘treating others as we want to be treated’.

Every moment of every day we have choices to make. These choices are solely our own. We need to avoid the trap of choosing to be angry about something that the other person cannot control. For instance, after battling your way through one of those frustrating voice mail mazes that seems to take you nowhere you wanted to go, you finally get to speak to a real, live person! Don’t choose to be angry or obnoxious to that person just because they find themselves at the end of the chain! They need to hear a pleasant and friendly voice, just like you do. The end result of the call may have a more positive outcome because you made a better choice.

Another common complaint is how we feel when we are speaking to someone on the phone and they begin talking to someone at their end without excusing themselves from their conversation with us. Even though it can make us mad in an instant, it is better for everyone concerned when we are able to make a conscious decision to not respond to their rude behavior with more rudeness. Simply stop talking to them and wait for them to re-join your conversation and then begin talking with a smile in your voice. It’s better for your own health as well as your phone presence!

If your day involves a lot of phone calls, you are well aware that you can be treated as a faceless, nameless account number that no one cares about because you are someone they will probably never meet. The fact is, by speaking with someone, you HAVE met them and your relationship is just beginning. Using your friendliest and most professional voice, no matter what situation you find yourself in will not only help the person on the other end, it will help you! It only takes a moment to make an encouraging comment or offer a sympathetic word to someone having an obviously bad day. You may be surprised at the turn-around as the conversation progresses!

How do you like to be treated? Always imagine it is yourself or a loved one on the other end. How would you like the conversation to go? Think first, then speak!! You may be surprised at the end result.

Deb Crown

Deb Crown

About Deb Crown

Towne Answering Service was established in 1968 to provide answering services for medical and commercial clients in the southeastern Pennsylvania area. Utilizing the best technology available at the time (the time was 1968 and the technology was a switchboard), Towne was able to establish a very faithful clientele, the majority of whom are still with us today. As time passed and technology advanced, so did the equipment. The answering service equipment evolved from switchboards to a basic computerized system with handwritten messages. From that, we were able to move to a fully computerized, paperless, state-of-the-art messaging system with digital lines and switching and were able to partner with our clients and provide a higher level of service.