It was called Your Work Phone Personality and it was published by a phone company which will remain anonymous. Following some simple guidelines will help put the old razzle-dazzle back in your office phone communications.
In the booklet, it makes this point: A Good Work Phone
Personality will win friends for you and your company. When talking on the
phone you are the company.
That’s frightening. It it’s true, some
companies are irritated, bored, and unable to remember a simple
message.
According to the booklet, these are some of the qualities
of a good office phone voice:
“Alertness Gives the impression you are wide awake,
alert, and interested.”
Notice it did not say you have to be awake, alert, or
interested. You need only give that impression.
“Pleasantness. Use a voice with a smile. Never let your
voice display irritation or rudeness.”
Your boss will take care of displaying irritation
or rudeness. Your job is to answer the phone and smile at
the same time. Not easy to do. To do that, think of a punch line of a
joke as you pick up the phone.
“Naturalness. Use simple, straightforward language.”
Example: “Hello. No, he’s not. Goodbye.”
“Expressiveness. Use a normal tone of voice and talk at a
moderate rate of speed.”
A normal tone of voice is B Flat over middle
C. A moderate rate of speed does not exist.
The booklet also lists rules for courtesy on
the office phone:
“Greet the caller pleasantly.”
“Hey dude! What’s happening? How you doing today?”
“Be tactful when it is necessary to refuse a request
because of company policy”
“I’m sorry. I can’t let you talk to Mr. Anderson. Our
company policy is to never allow executives to talk with total
idiots.”
“Apologize for errors or delays.”
“Forgive me for leaving you on hold. I had to
go to lunch.”
“Treat your co-workers like customers.”
This rule will have to be changed as most employees refuse
to work in a place where they are treated so badly.
Get a copy of this booklet and your office phone
personality should take a turn for the better. I threw it in the wastebasket and asked Dexter
to answer all calls for the rest of the day.
Copyright 2023 Lary Crews
