Ritesh Misra, Surat, 25 August 2024
Have you ever thought how many telephone calls we need to make every day? The number will certainly vary from person to person, but it is an undisputed fact that we need to be on our telephone several times a day for both professional and personal telephone calls. This has led me to pen down a few random thoughts on telephone etiquette.
I am sure you will agree that there are certain golden rules which should always be followed. Let us discuss some of them which come to mind instantly:
Text before calling:
Ask over text or whatsapp message, “Can I call you now or what would be a good time to call?” You can even text, “I want to talk about this particular topic.” That will help the other person and you as well. Ask when calling as well, “Is it a good time to talk?” This may sound formal but is actually very helpful. If the other person is busy then the chances of his/her listening is negligible. Hence, it’s better to call up later when he/she is free. Ask clearly what time you should call up. If a time is given, call up at that time.
How to respond when a call comes:
While receiving a call, greet with a Namaskar or a Hello or a Good morning/afternoon/evening. Then introduce yourself by saying, “this is ….. speaking.” The effect on the other person will be very nice.
Pick up the telephone as early as possible:
Here too the effect is nice. It will help to start the conversation on a good note. The iconic hotel ITC Maurya in Delhi, which – among other things – markets itself as the preferred destination of Global leaders has an interesting incentive policy. It pays its telephone receptionists an extra incentive for picking up calls on the first ring. I am sure they must have done research to realise that this first ring pick will not only result in customer satisfaction, but could also result in enhancing customer surprise and maybe even customer delight!
Speak clearly and in normal tone:
Never shout. Nothing for instance is more irritating than someone speaking loudly in a public place. If you are in a restaurant or somewhere where many people are there, go out of the room to speak. Inform the people with whom you are there politely that the call is important and you have to take it. And yes, in public place, keep cell phone on silent or vibrator mode.
Don’t talk while eating:
If you are eating something while talking on a phone, it is poor manners. Say politely that you will call back in some time. And please do.
Don’t keep on ringing continuously:
Nowadays, cell phones give “missed calls data”. If you are not getting someone, ring 2 or 3 times and then leave a message. The other person obviously is in a situation where he/she can’t take your call. Nothing will be more vexing to him to see, say, 24 missed calls. Why make someone worried?
How to talk to an Answering Machine?
This is something inevitable which we have to deal with nowadays. Answering to an answering machine is not that easy as it sounds. Prepare for it. Have an idea of what to say. Give the message clearly. Don’t make it a long winded message. Be short and crisp.
What to keep as your Answering Machine message:
Don’t get tempted to keep something so called interesting like, “The name is Bond, James Bond“ or “Don ko pakadna mushkil hi nahin, namumkin hai (it is impossible to get Don)” or “Don is not there now. Call back later.” Have something simple like, “I am not there now. Please leave your name and message, I will get back to you.”
Listen. Don’t hear:
No elaboration is required; Give full attention to what the other person is saying. Have patience. Treat the person with whom you are talking with courtesy and respect by giving him attention. Do not interrupt. Allow him/her to present his views.
Think and Plan in advance:
For important telephone talks, visualise in advance what you are going to speak. If the other person is important, you may get hardly any time to speak. Hence, marshal your thoughts properly and say what you have to in a logical, coherent manner. Don’t rush; yet, at the same time, get your thoughts across.
Choose Ring tone/caller tune carefully:
Have you been in a restaurant and someone’s ring tone blares some raucous filmi song? How do you feel? Irritated, I am sure. Therefore, don’t do that yourself. Accordingly, choose both caller tune and ring tone carefully.
These are a few random thoughts on telephone etiquette, which I thought will be helpful to pen down in one place. Regarding calling back/responding, I have an interesting real life instance which I am certain will not only be of interest, but will also have tremendous learning points.
Several years back, a friend’s father was Principal Secretary to the Prime Minister of India. He was obviously a very busy person (what an understatement), and he was normally free after 11 pm every night. However, his standing instructions were, both at his office and residence, for the name and telephone number of the caller to be noted, and also the purpose of the call, if possible. My friend’s father made it a point to spend 30 minutes every night from 11.30 pm to midnight returning calls he could not receive throughout the day. A CEO friend had a similar habit. Both of them have told me that this habit of their gave them tremendous goodwill and made them feel happy and contented as well, and also ensured that their powerful position did not give them a sense of power, which would be detrimental to them in the long term.
These are my random thoughts on telephone etiquette. I am sure most are already being practised by you. If not, you can consider doing so. I assure you it will help you immensely.
