There are numerous blogs and articles about telephone manner and telephone technique, but there is still the Number 1 telephone mistake you should NEVER make.
And yet on so many phone calls that I am on, I am subjected to this one annoying thing.
It does not matter how pleasant the phone call was, this one thing can destroy the effect.
Do you know what it is?
It doesn’t matter whether I rang you, or you rang me . . . this simple rule applies.
And yet so many people overlook it, or are not even aware of it.
Hang up the damn phone — carefully and completely!
What do I mean by that?
Well, 2 things actually . . .
1. Replace the handset on the telephone gently
Many people these days are using mobile phones with ear-bud headsets.
But it doesn’t really matter whether they are using ear-buds, a headset or a regular phone handset.
If you don’t replace your handset carefully, the impact of the handset onto the telephone cradle sends a crashing noise down the line to the receiving phone before the line is actually disconnected.
The result is that your client, who maybe just had a pleasant buying experience with you and maybe you had just successfully convinced to buy your product, gets an abrupt crashing noise in their ear, (ears if it’s a headset).
Not only is it unpleasant to be the recipient, but it also gives the impression that you slammed the phone now . . . perhaps in a pique of anger or some other upset.
So again, you are conveying some message to your client . . . and you probably won’t know what that message is.
2. Make sure that you do hang up
Here’s the thing.
Many people seem to assume that:
- the other person will hang up the phone
- their phone will hang up automatically for them
- (. . . and it does . . . eventually)
But in the mean time, they start talking to someone else in the room with them while the line is still open.
So you get to hear all sorts of interesting things in the time that it takes to reach over hit the end button.
“That price was quite reasonable. We could afford to pay a lot more.”
“We should go with this proposal and get started as soon as possible”
“I like the marketing strategies he put forward. We should engage this guy.”
Of course, if you are the client and you have been calling about a difficult situation and the customer care assistant is a bit agitated . . . well, you never know what you might hear !! LOL
Call Centres are trained
That’s why professional call centres are trained around these important issues.
You will likely never hear a clunk-crash in your ear.
And you will almost never hear comments from the assistant after the call is formally concluded.
So, if customer service is important to your business, (and why would it not be), then start practicing this simple rule.
Always hang up, and hang up gently.
Well, that is quite simple really!
What should you do now?
- Make this simple rule a habit for you.
- Make it a habit for your teams as well.
- Want some help or ideas? Just contact us at Hotpink Websites now.
If there is anything that a man can do well, I say let him do it. Give him a chance.
~ Abraham Lincoln
Remember – Number 1 telephone mistake you should NEVER make