Your Call Button is On
Eddie Loussararian
Leadership Development | Process Improvement | Organizational Development | Change Agent
If you’re like me, you almost certainly don’t enjoy flying: the cost, the discomfort, the annoying person in Seat B. Just remember that the flight attendant might be having an even worse experience than you, and they can’t complain about it, because it’s their job. And it seems that the call button is a particularly common cause of bad behavior in transit.
Earlier this week, I returned from Orlando, FL where I accepted our second consecutive Top 125 training award—we ranked 96th in the world according to Training magazine!
During the flight home, the gentleman sitting next to me pressed the flight attendant call button to get more snacks and drinks for his children. Not a minute later, the flight attendant walked past the man without stopping. Was she ignoring him? Was there an electronic malfunction in the galley that caused her not to hear the ding?
I know we all wish we had a personal butler we could summon with the ring of a bell. But despite the presence of a call button above every airplane seat, the flight attendant is not that butler.
The phone, like the call button, plays a major part in the daily operations of most businesses. It is used to open a door of communication with vendors, customers, and associates.
As critical as the phone is, it is just as important that we know the difference between good and bad phone etiquette.
Here are 6 ways to improve phone service:
1. Answer the phone within three rings
2. Answer with a positive greeting
3. Put a smile in your voice to give it a more pleasant and friendly tone
4. If you must place a caller on hold, ask for permission first and let them know how long it will be
5. Always return calls if a return call has been promised, and do so within the stated timeframe
6. Before transferring a call, confirm that the person to whom the call is being transferred is available, and provide the caller their name
The truth is, while it isn't rocket science, proper telephone etiquette involves a bit more than the ability to utter a greeting. Remember, the person calling you has most likely exhausted all other options and is relying on you for assistance. In my opinion friends, that’s a privilege we should not take lightly.
As we head into the weekend, let’s focus on bringing joy into other peoples’ lives.