The Hindu Business Line : Telephone essentials

Employees of call-centres often have to deal with their own culture shock when handling angry customers. In the situation outlined below, I was listening to (double jacking as it is called) an Indian technical professional, well versed in the software he was supporting, take a call from an irate American about a software backup problem. Unfortunately, the call never made it past the basics as the following conversation shows:

Employee: "I want to ask you now, what is your good name?"

Caller: "Which do you mean, I think all my names are good!"

Employee: "No, I mean your name for taking down the details."

Caller: "Why didn't you say so in the first place? Do you need my first name or last name?"

Employee: "You can give first last or last first."

Caller: "What?"

Employee: "Your latest name used please, sir."

Caller: "Just call me Jim."

Employee: "Okay Jim, sir. So your name is Jim?"

Caller: "Yes, Jim McNeill."

Employee: "Can you spell that out?"

Caller: "M-c-N-e-i-l-l"

Employee: "Mc and then M like monkey, E like elephant, I like ink, L like lion?"

Caller: "I don't know what this is about elephants and lions... it is N as in navy, E as in echo, I as in India and L as in lima."

Employee: "Thank you. Can I have your mail ID now?"

Caller: "You mean my e-mail address?"

Employee: "Yes, please."

Caller, after hastily providing his e-mail address: "Get on with it, my backup problem is costing me megabucks. We can't wait until the cows come home."

Employee: "Cows come where, Mr Jim?"

Caller: "Oh never mind." He hung up the phone

It is very important to sound businesslike and efficient on the telephone, as this is a dominant form of communication these days both within India and internationally . Key guidelines to remember, even when we interact locally, are:

When answering the telephone always state your name: "Hello, this is Ashok/Anita." This will enable the caller to identify whether he/she has the correct person immediately and eliminate the repetitive "Hellos" and "Who's this?" They can say right away "Oh hello Ashok/Anita, happy to get you on the line, I am calling to ask about... " and get on with the matter at hand.

Telephone connections in India are getting much more reliable, and there is no constant risk of being cut off as in the old days. There is, therefore, no need to say "hello" whenever there is a pause and the other party is silent for a few seconds. (One British client swears he counted 13 hellos in a two-minute call) The other person is definitely still there even though he/she may not be speaking. Maybe he is thinking or pausing.

Always listen carefully to what the caller has to say. Take notes while you are on the phone; it helps you to focus on content, repeat information and have action items to do after a call. Do wait until he has finished talking before answering. Interrupting is considered to be very rude in today's world.

Be helpful and polite to the caller. Even if he/she has dialled the wrong number, listen to his/her request carefully and offer to transfer him/her to the correct person. Don't be abrupt and hang up saying: "Wrong number, why did you call me?" or worse still, use bad language. He most likely dialled you by mistake. So say "Sorry, you have the wrong number."

When you have dialled a wrong number, state the number you want, and if it is the wrong number always apologise and say thank you. Don't just hang up.

When you call someone, say "May I please speak to... " which is much more polite, instead of barking, "is Rajeev there" or "give me Rajeev".

When you want to find out who is calling say , `who is speaking please?" Don't use half sentences such as "Calling from?" The caller may end up answering "Calling from my telephone!"

Always end your telephone conversation with "goodbye" or "thank you". It leaves the other person feeling happy to have talked to you. And always remember to speak slowly and clearly. If you have not understood what the other person has said, politely ask him to repeat himself, saying, "I'm sorry, could you repeat that please?" As an African proverb says: "He who asks is a fool for five minutes, but he who does not ask remains a fool forever."

(The writer is Founder-CEO of Global Adjustments, the India focused cross-cultural and destination services company)

More Stories on : Human Resources | Management | IT-enabled Services | Telecommunications

Article E-Mail :: Comment :: Syndication :: Printer Friendly Page

Stories in this Section
MMA-Sanmar award for young managers

Change and culture

Telephone essentials

Dealing with the "poor me" attitude

`We want to be at the cutting edge of cinema technology'

Indian trainers well above the average

Bring your feminine virtues into play at work