Etiquette Awareness

Tips, suggestions and stories...

Things to keep in mind as you interact with others

"Etiquette is not about being 'stuffy.'   It's about putting yourself forward in the best possible way, using courtesy to others as your guide, while still allowing your own personality to shine!"


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No one likes to feel that their call is being screened when they attempt to contact someone.  Last week I placed a call to an individual and the receptionist, in response to my inquiry if Ms. "Smith" was in, replied "Let me check and see if she is available" before placing me on hold.   A moment later, I was politely informed that Ms. Smith had left for the day.  

But had she?  Part of me wanted to ask the receptionist if she really had, because I could simply ring her up on her cell phone, or if she was simply busy and couldn't/didn't want to be disturbed.   Instead, I said thank you, no message, I would try back tomorrow.  

Obviously, an unsuccessful call.  But it was also uncomfortable, because while I had other options (using the cell number), it did not seem appropriate; yes, she may have truly left the office but what if she hadn't?   She clearly didn't want to be disturbed; I wouldn't be giving the best impression if I turned around and bothered her.  It felt like a no-win situation.  

Granted, all of this back and forth was in my mind, based solely on the words used by the receptionist.  Are there more appropriate -- more helpful -- words that could have been used?  Absolutely.  But I cannot control what others do; I can only react, and remember that my actions impact the impression I leave on others.

Remember...
 
The first contact with a company is the most important one there is ... and typically it is a first line employee.

Most companies spend more time training the receptionist on how to work the copier and where to find the coffee than on instructing them as to customer service issues. 

Using the "right" words, an awareness of body language, and attention to detail as you interact with others via the telephone can make all the difference.

Please feel free to send me any of your
etiquette or customer service questions or stories!
Previous editions of Etiquette Awareness
may now be viewed
at my website,
www.jodiblackwood.com

Jodi Blackwood
Business Etiquette & Customer Service Specialist
Speaker & Seminar Leader

"Etiquette is about polishing your approach,
not changing who you are."

mailto:jodi@jodiblackwood.com
360-798-4912
www.jodiblackwood.com