[personal profile] dragonlady7
via http://ift.tt/2tIYWVW:
I got, like, a modern Business Etiquette pet peeve here. 

I feel you, I really do. Your phone rings and like, nobody calls you, so who the fuck could this be? You don’t pick up. 

Here’s where I lose you: Call goes to voicemail, listen to the voicemail, mystery solved, right? 

People don’t do this. So, say you don’t do this. You get a mystery call from a number you don’t recognize. 

You immediately call it back. Someone picks up with a business greeting. It’s a business you’ve worked with, someplace maybe you’ve left an order to be worked on. But for some reason, I guess blinded by anger that someone called the number you left them on your order, you demand, 

Who is this! I missed a call from this number! Who is this! in as unsettling a manner as you can muster. 

“Uh,” says the person, who just identified themself, “[name], from [business],” because what do you say? 

“Why are you calling me?”

“Uh,” says the person, “well, I didn’t, this is a place of business with multiple phone lines, so someone else who works here likely called you and left you a voicemail about an order you have in progress with us. Do you have an order in progress with us?”

You have several choices here, for rational behaviors you could now engage in. 
#1: “Oh, really? Why don’t I listen to that voicemail?” 
#2: “Why, I do have an order with you! It was a complicated one, I bet they have questions. Can you get me the person who was working on it? I think it was a young man, his name might have been Jeff?”
#3: “Oh yes! It was supposed to be done today, I bet that’s it. Thanks!”

No, you don’t do that. Instead, you yell, again, “Why are you calling me?” (Alternative: Begin to tell me a rambling story about why you missed the call. I’m drawing from considerable recent experience here. Literally nobody so far has done #1,#2, or #3 above. I’m sure I posted about the one who told me the rambling story because it was the weirdest one.)

“Well,” says the person, quite confused now, “who are you? Could you possibly have an order in progress here? Something we were working on for you? [The business’s specialty], maybe? Or [other service business offers]?”

I know cellphones are still a relatively novel concept, in terms of society as a whole, but they have been pretty commonplace for a very long time now, long enough for most individuals to have gotten over the novelty and begun to apply common sense. I get that many private individuals who have never used a phone for work might not have internalized the professional phone etiquette those of us who’ve manned reception desks and retail front-line phones have, and so they might stumble over commonplace ideas like identifying oneself on the line or clearly stating one’s business, but they’re not really advanced concepts. 

I just happen to sit by the phone, in a separate room and on a separate system for a separate department, that only rings when both store lines are busy (it’s mostly used for outgoing calls to headquarters, so that we don’t tie up the store lines)– such as when one of the clerks is methodically going through all the to-be-called orders and leaving messages for customers, and a second one is answering the phone when those customers call back. Most of them do listen to the voicemails first. But there are just enough who don’t, that I get calls like this often enough to have enough of them to make an anecdata post with multiple examples. 

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dragonlady7

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