As a part of my intern duties this summer, I am backup phone answerer. The job may not sound like much – it may even sound terrible to you – but it teaches you a lot about human relations.
It also teaches you how irritating people are.
I work at an important firm that works with a lot of important people. Most of these people have a divine sense of entitlement when they call.
Here’s how a typical day in the life of answering phones goes for Katie:
- “Thank you for calling [FIRM NAME]. This is Katie – how may I help?”
- “Uh, yeah, can I speak to [NAME] please?”
I’m going to pause right here. Excuse me sir or madame, did your mother never teach you how to introduce yourself? Assuming I will patch you through to your requested party with no further questions asked is supremely ridiculous.
- “May I ask who’s calling?”
- “[Name]”
- “…And where are you from?/Will he or she know what this is regarding?”
- “S/he will know.”
Pause again. NO!
- “I’m sorry [REQUESTED PARTY] is currently unavailable. May I take a message?”
AKA, this would be a lot easier if you had just told me your information in the first place.
- “Could you just have s/he give me a call back?”
- “And what is your best call back number?”
- “Oh, s/he has it.”
I guarantee otherwise.
- “I still need it for the purposes of taking this message – just in case! Sorry!”
- *Frustratedly gives number*
- “Okay, I will pass along your message! Thank you so much!
Now let’s analyze how this comes across:
- “Uh, yeah, can I speak to [NAME] please?” Your failing to state your name and presuming I know who you are makes me think you have a sense of entitlement, as you are assuming you can get to whomever you want, whenever you want, without having to answer to anyone.
- “He or she will know.” Again, your sense of entitlement is showing. Sure, maybe your requested party will know who you are, where you are from and what you would like to discuss, but I have also frequently answered calls in which the requested party had no idea who the caller is. In the case your requested party is unavailable, you will inevitably have to give me this information, so you might as well just say it from the start.
- “Oh, he or she has it.” Promise they don’t have your number on hand. Guarantee they would have to look it up, which would take much longer than if you just recited the 10 numbers. Assuming your requested party has all the details on your life is way too cocky.
- *Frustratedly gives number* No, just no.
Luckily, there are some easy steps you can take to combat your poor phone etiquette:
- Your name should be the first thing out of your mouth. Don’t assume the person answering the phones will recognize your voice and patch you right on through.
- Where you’re from/what you’re calling about should be the second thing out of your mouth. Again, don’t assume the person taking your call recognizes your name. S/he more than likely does not.
- Compliance and a total lack of sass should be the theme of your phone conversation. Don’t wear your sense of entitlement – that can be left at coat check.
- If you say it while wearing a smile, it will come across much nicer than with your exasperated sighs. Being polite is not that difficult.
- Say thank you. For the love of god, say thank you.
Answering phones can be wholly frustrating and horrifying. It rapidly teaches you to dislike people. But, answering phones also teaches you how to be patient, kind and helpful. Human relations begins with interactions. With every interaction, you grow stronger in your skill. Just try not to kill the person on the other end of the phone.
@94KatieAnderson
Bangs PR 