The phone is such a BIG part of business that it may often be neglected in the ‘business improvement’ arena, so why do companies not train their staff to use the telephone in a way that reflects their company ethics? I had to phone an independently owned company not so long ago, they have roughly 45 staff. The person who answered the phone sounded as though they had just arrived for work experience as they didn’t know how to transfer me to the right person and didn’t even know who they were. (They owned the company for the record). This really surprised me, and I felt as though I had to say something to the company owner – first impressions and all that! I am glad I did say something. The member of staff wasn’t at fault, they were simply lacking in experience within the company and training followed.
In May I was invited to deliver a training day at the NHS Academic Centre at Maidstone Hospital on the subject of ‘Telephone Skills’ – While preparing for the course I decided to really look at the impact the phone would have on an establishment such as the NHS. When the group arrived they were from diverse departments and had very different opinions about their relationship with the phone in the workplace. By the end of our full day together, each attendee left the room knowing that they had a CHOICE, a CHOICE how they reacted to each call that came through or how they would be when making a call. The phone is such a powerful tool, not only in business but in every aspect of our lives. Imagine calling up to make a Doctor’s appointment and shouting at the receptionist. How would you both feel at the end of the call? It’s common sense right? Unfortunately it seems to be lacking in some organisations, perhaps they should re-visit the whole use of the phone and pay attention to how it is being used currently.
It’s funny but something we take totally for granted can have a massive impact on both our professional and personal lives…..
