Years ago . . . and I mean years . . . when I was in Jr. High (aka Middle) school, we had a "simulation" in our English class.

I'll never forget the lessons learned.

We spent two days learning about Phone Etiquette.

There was a speaker and two phones used during the simulation.  One phone was passed  to a student, while the other remained with the teacher. We would then get a business call on the phone (from our teacher) and the mock-conversations could be heard by the entire class.

It was then that I learned HOW TO TALK ON THE PHONE in a professional, business-like manner.

Thank you public education.

Today I received a call from an unknown.  I answered the phone professionally, "Good morning, EBA Portland, this is Carla." 

And whenever I get the "Yeah, I want to know about the house on 666 Evilcrest Pl," I brace myself.

I asked the caller "I'm more then happy to help, but can I get your name so I know whom I'm speaking with?"

She replied: "I'm a person . . .  who wants information on the property."  Her tone was totally snarky.

I told the woman caller in my Cupcake Carla voice: "I'm very sorry, but I don't give out information to anonymous callers" and then I disconnected the call.

The person on the other end would have FLUNKED my 7th grade Phone Etiquette class.

When you call a business, and want something -- LIKE INFORMATION -- please don't talk to the person on the other end without civility. 

When I get calls and people are just plain rude, I cut the conversation very short.

What I learned in 7th Grade English Class regarding Phone Etiquette:

  • Have a cheerful voice when placing or receiving a call
  • Let the person you called know the nature/purpose of the call
  • Say "Please"
  • Say "Thank you"
  • Don't be demanding, pushy
  • and RULE NUMBER 1 . . . INTRODUCE YOURSELF!!

In my class, we went over different phone scenarios.  Had this caller been NICE, RESPECTFUL of my time when calling my business office, I would have been more willing to assist her.

But, she choose to be rude and her phone voice was not pleasant.  I was very content with disconnecting the conversation.

Conversely:

Last night I received a call from a very pleasant sounding young man.  He told me who he was and why he was calling.  TWICE, during our conversation,  he asked me if he was interrupting.  His was calling about a rental ad on Craigs List, wondering if it was a scam.  It was.   He took the time to thank me profusely for verifying what he thought.  He knew he was calling a real estate office and that he was only calling to obtain information.  He was NICE, he was appreciative of my time and I was happy to dig a little to verify his concerns.  

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EBA Portland, LLC is an Exclusive Buyer Agency serving the Metro Portland real estate market since 1999. If you’re a Buyer in the Metro Portland area (including: Beaverton, Tigard, Hillsboro, Lake Oswego, Downtown Portland,) and contemplating a purchase, talk with a Buyer’s Agent . . . better yet, talk to an Exclusive Buyers Agent. Exclusive Buyers Agents do not work for listing brokerages or Sellers. An EBA’s fiduciary duty is: 100% BUYER REPRESENTATION . . . 100% of the Time.

 Carla Muss-Jacobs
503-810-7192
Carla@carlahomes.com 		         

BuyersAgentPortland.com

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42 Comments on Phone Etiquette 101

20 Most Recent Comments Displayed Show All

NOV
13
1 Featured Post

I don't think that class has been taught for a very long time in our public school now days.
7:36pm • #23
547,229 Points 9 Featured Posts Outside Blog Called Shot Master

Carla:

There is no reason to be rude to a person from whom you want information.  It doesn't make sense and the caller deserved what she got.
7:42pm • #24
119,432 Points 4 Featured Posts Outside Blog Called Shot Master

Hi Carla, what a great post about phone ettiquette!  I truly think it is a lost art and should be reintroduced to the world :)
7:49pm • #26
871,546 Points 47 Featured Posts Localism Sponsor Attended Rain Camp Called Shot Master

Carla, and that goes for real estate agents and builder site agents who answer "hello" and do not introduce themselves. And these people are old enough to know better. Great post!

Sharon

 
7:59pm • #27
1,582,982 Points 429 Featured Posts Outside Blog Attended Rain Camp Called Shot Master

Carla

This is so right on target these days, and it's not just consumers calling us but also other agents, and vendors. My pet peeve - people who do not answer their business line by letting the caller know who it is - they simply say hello.

You have to be careful about your tone of voice on the phone because without the visual cues your attitude in your voice really carries alot of weight and can send the wrong message. OR perhaps let the other person know really how you are. LOL

Jeff
8:31pm • #28
1,333,357 Points 128 Featured Posts Localism Sponsor Outside Blog Attended Rain Camp Called Shot Master

When someone calls and asks for specific information on a property, I give it to them without asking for their name. There are some who do not want to share information until there is a comfort level.Do we make our callers feel comfortable?

BTW, I do not tolerate rudeness.

Margaret
8:55pm • #29
NOV
14
346,571 Points 29 Featured Posts Outside Blog Called Shot Master

Good morning Carla - great post! If only everyone had had the same middle school experience!
3:42am • #30
1,133,493 Points 151 Featured Posts Outside Blog Attended Rain Camp Called Shot Master

Wow, that sounds like a very useful class...they should have that everywhere.  Yes, that caller missed the class...as well as several other lessons on treating people with respect.  Her loss...and I'm sure she's lost out a lot.
4:11am • #31
1,450,118 Points 46 Featured Posts Outside Blog Called Shot Master

Thank you for the post. I often wonder why they do not tell us their name . I can understand not giving out their phone numbers.This is one reason I do not do fllor duty any more. 
4:22am • #32
203,026 Points 13 Featured Posts Outside Blog Called Shot Master

Carla, This is like you've stated "middle school" education, not brain surgery. I don't really know what happenned to good manners and etiquette! Simple "Thank You" "Please" goes a long way. People are getting more rude each day and I don't believe one minute it's the fault of technology but has everything to do with your upbringing, morals and level of professionalism. There are many young people who have good manners and know how to speak and then there are some baby boomers who can't even give you their name in the conversation. Great Post!
5:24am • #33
1,418,309 Points 41 Featured Posts Outside Blog Attended Rain Camp Called Shot Master

I can tell you that I experience that in a daily basis. . it is a qualifying test for me to choose who do  I want to work with. .
6:31am • #34
275,890 Points 17 Featured Posts Localism Sponsor Attended Rain Camp Called Shot Master

I am always amazed when I call an agent's cell phone and they answer "hello"....their cell phone is their business phone and should be answered as a professional.  Love this post!
6:53am • #35

Great stories.  I wish more people would learn good manners. It doesn't take that much effort to be civil/cordial to others.
9:01am • #36
197,187 Points 39 Featured Posts Outside Blog Attended Rain Camp Called Shot Master

Ha Cupcake Carla - the name lives on!  Great article and I love that your middle school taught that.  Simple manners and etiquette is so lacking in the youth of today. 

 

-Signed Apple Pie Andi
10:05am • #37

Hello Carla,

Congratulations on being featured. I found your post a joy to read. It actually allowed me to go back in time. I actually learned telephone etiquette from my mother. Among many things she was the person that ensured that all bills were paid and was also a Sunday school teacher. So at a young age, I was first introduced not in a formal setting but just listening. In the military we learned a certain way to answer the telephone professionally, but not in the sense with a smile. I actually learned telephone etiquette top to bottom through reading. I later received formal class room training in a customer service class. I am still laughing about the "Cupcake Carla voice". My mom had one of those but I didnt know what to call it back then:) Just a great post. Thank you so much for sharing.
10:39am • #38
524,466 Points 46 Featured Posts Outside Blog Called Shot Master

Carla, well deserved post and I have to admit I've never had the nerve to disconnect a rude prospect but you've empowered me.  If someone isn't willing to give their name then they probably aren't very serious.
12:13pm • #39
978,418 Points 114 Featured Posts Outside Blog Attended Rain Camp Called Shot Master

@ Robert Rucker III (#38)  Thank you for the comment  I notice you are a relatvely new member of ActiveRain.  Keep commenting and let me know if you need any help getting wet.  I pushed a few people into taking the plunge.  Call me sometime, LOL.  My Mom also played a role in telephone etiquette -- I forgot that honorable mention :-(   She would tell us not to SCREAM "Hey MOM, Grandpa's calling" through the entire house.  LOL   Also, the "This is she" response when someone asks "Can I speak with Carla?," or "Is this Carla?" was from Mom.  Thanks for sharing and reminding me of MOM (WOW turned upside down).

Thanks for all the comments.  I never hang-up.  I do disconnect the call.  LOL
1:04pm • #40
NOV
15
141,546 Points 11 Featured Posts Outside Blog Called Shot Master

Carla

 

Congratulations on the feature post!  You are absolutely right to disconnect the call.  Do you make a comment when you disconnect?  I usually say "I'm hanging up now, thanks for calling.".  Etiquette and how to write a check are the only memories I can recall from the 8th grade.
7:21am • #41
NOV
16
280,166 Points 14 Featured Posts Called Shot Master

Hi Carla, what a great post about phone etiquette! So many could use a lesson or two on about this.
4:37am • #42
NOV
18
353,593 Points 19 Featured Posts Localism Sponsor Attended Rain Camp Called Shot Master

Carla-I only know you from ActiveRain, but I find it difficult to believe anyone would be snarky to you. Good hangup decision.
10:32am • #43

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Carla Muss-Jacobs - Principal Broker/ Owner | Exclusive Buyers Agent |

Portland, OR

More about me…

503-810-7192 | BuyersAgentPortland.com

Address: Beaverton OR, Portland OR, Forest Heights, Lake Oswego, Hillsboro, SW Portland, SE Portland, NW Portland, N Portland, Downtown, The Pearl, NE Portland, Milwaukie, West Linn, Aloha, Cedar Hills, Portland, OR

Office Phone: (503) 810-7192

Cell Phone: (503) 810-7192

Email Me

Author Bio: Carla Muss-Jacobs is the Principal Broker/Owner of EBA Portland, LLC an Exclusive Buyer Agency representing Buyers in the Portland Metro real estate market since 1999.

The Sellers have their own agent ~~ Why don't you have yours?  

Carla Muss-Jacobs practices the TRUE FORM of Buyer Agency ~~ Exclusive Buyer Agent.  Her office/brokerage never takes listings and never respresents the Seller.  Exclusive Buyer Agency is the BEST form of legal real estate representation a Buyer can have.  There is 100% Buyer Representation - !00% of the Time.  There are NO CONFLICTS OF INTEREST and there is no possibility of ever having YOUR Buyer Agency comprised.  When buying a house -- it's important to know who is working for you!!  



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