Lifescripts, 3rd Edition

58Insisting a Direct Report Improve Their Voice Manners

STRATEGY

Every business with a telephone is in telemarketing. Regardless of how technologically advanced the modern office becomes, the telephone remains the most common instrument for immediate personal contact. No other machine can instantly affect the emotions, attitudes, and perceptions of people. The voices on the company's telephone lines belong to individuals, but what they say speaks for the business. That's why it's important you correct any person whose telephone manners are too informal, too rude, or too vulgar. If you accept it as serious, and move rapidly to correct the errant individual, the problem can easily be solved.

TACTICS

• Attitude: If the individual is too informal, be businesslike and straightforward but relaxed. Where rudeness or use of inappropriate language is the problem, be annoyed, even angry. They should know better.
• Preparation: Have a specific example of the improper behavior. This can be through first‐hand experience, or complaints reported to you. You don't need to show the problem is long term and ongoing. Once is too often and more than enough reason to move on the situation.

  

• Timing: Meet as soon as you have heard an inappropriate telephone exchange. This emphasizes to all how seriously you regard the behavior. Do the same where a complaint has been made. This is critical when dealing ...