RE: Telephone Etiquette

Ann Elk

Hi folks,

I don't want to make anyone uncomfortable or patronise anyone, this is an issue that has genuinely been a cause of concern to me for the past three years.

I work part-time for an insurance company whilst at University and spend much of my working day talking to clients on the phone. My issue relates to clients with particularly bad stammers. On a fairly regular basis I have conversations with such clients, and due to the repetitive nature of the calls i generally know what they are going to say. Should i intervene to help these clients out or this this make people more self-concious?

Perhaps there is no straight answer and it depends on the individual, either way i would be intereted in hearing from anyone who has experience of ths situation from either side.

Thanks in advance

DonkeyStyle \o/

Yeah it's a tough decision really.
I used to go to school with a guy who had a really bad stammer, which got its worst when he was excited or stressed.
Finishing someones sentence might make them feel rushed or that their stammering is holding up the conversation too much... thus making them even more nervous and on-the-spot.
On the other hand, they might appreciate you taking more control... personally, although I don't have a stammer, I prefer it when the business end of the line knows exactly what I'm talking about from my short and vague description of what I want... I feel a lot more at ease.
I suppose, as you say, it depends on the individual.

Another factor you might consider is how your company feels about this... I did phone support for a big IT company and they were very specific about how you talk to customers... maybe your company has some guidelines on this? Or failing that, a senior quality-control type person to run it by.

Ann Elk

Cheers for the reply Donkey Style, unfortunately, whilst the quality guidelines re the technical aspects of calls are quite definative, the more personal aspects are far more woolly and not much good here. I mean it's not the end of the world but I would always rather deal with people in a way which makes them feel appreciated and at ease- they're paying for a service and they deserve a cerytain level of treatment - at least that's my view anywho.

the_syco

Ann Elk wrote:

My issue relates to clients with particularly bad stammers.

No way in hell. Most of them know they have a stammer. You pointing it out to them, may make them feel like your rediculing them. In most cases if you ask them to repeat it, they stammer more, as they try to perfect it, but usually make it worse.

Also, they're your clients. You NEVER say anything to them about their speech, as they can easily complain and you fired.

I dealt with foreigners who spoke very little english. It's all part and parcel of the job.

Ladypawpaw

Ann Elk wrote:

Should i intervene to help these clients out or this this make people more self-concious?

Perhaps there is no straight answer and it depends on the individual, either way i would be intereted in hearing from anyone who has experience of ths situation from either side.

Thanks in advance

The straight answer is NEVER EVER finish someones sentence for them.

My friend has a stammer and he finds it very frustrating when people finish things for him - and most of the time they get it wrong and he gets even more flustered.

Ann Elk

the_syco wrote:

No way in hell. Most of them know they have a stammer. You pointing it out to them, may make them feel like your rediculing them. In most cases if you ask them to repeat it, they stammer more, as they try to perfect it, but usually make it worse.

Also, they're your clients. You NEVER say anything to them about their speech, as they can easily complain and you fired.

I dealt with foreigners who spoke very little english. It's all part and parcel of the job.

I agree with you 100% - think we may have crossed wires though, i wasn't asking if you tought i should point out the fact that they have a stammer, rather, if i know the answer the client is going to give me, if i should finish the sentence for them in case they are self conscious of the fact that they have a stammer.

Ann Elk

Ladypawpaw wrote:

The straight answer is NEVER EVER finish someones sentence for them.

My friend has a stammer and he finds it very frustrating when people finish things for him - and most of the time they get it wrong and he gets even more flustered.

That's good enough for me - thanks very much Ladypawpaw.

Stench Blossoms

Yeh i'd agree with ladypawpaw. Never finish their sentences for them

Victor

Don't finish the sentence, but perhaps phrase the question in a way that doesn't need them to use the words they are stammer-prone with?

I used to deal with someone with a stammer at work and I'm not sure how, but there are subtle ways to let someone know you understand they have a stammer, but are still accepting of them. Interrupting someone simply makes them more self-conscious, more nervous and more likely to stammer again.

simu

Don't interrupt. Use the time to take a deep breath and relax and look for funny faces in the wallpaper or something.

DublinWriter

Ann Elk wrote:

Should i intervene to help these clients out or this this make people more self-concious?

Never, ever. I've had a couple of stammerer mates and worked in one company where one of the directors had a really, really, really bad stammer. It was quite strange in meetings at first, but basically I totally didn't notice it after a few months.

Be polite and wait. Finishing their sentances would only draw more attention to their problem and cause them greater stress.

Oriel

I have a stutter, and I find it helps me when other people (friends, mind) finish off my sentences, but I would be offended if a stranger did it, especially over the telephone.

bohsboy

I have one too and used to find making or receiving calls a nightmare. I dont really mind someone finishing a sentence but as an earlier poster said coming from a stranger it might seem a bit rude. You can't go wrong with just waiting for the person to struggle through!

Some people get a bit fiery when confronted by their stammer. So best idea is just try and ignore it and NEVER treat the person as a lesser individual. If someone is professional, polite and courteous on a phone or in general conversation, the stammering person feels at ease and will acknowledge they are being treated fairly.

Good post. Nice to see someone giving it a bit of thought!

Cheers.

Fionn

i would agree with the people who advised to allow the person to finish, I do realise you know what they are going to say at the end of the sentence or word. Among one of my friends was one who had a stammer but we always allowed him to finish whatever it was he was saying, I think it's just good manners to allow people to express themselves in whatever way they can.

A bit off topic ...but this fella's stammer seemed to recede a lot with the amount of pints he had, obviously he was relaxed a lot more or whatever

Laguna

Yeah, I wouldn't say it's advisable to finish their sentences for them as it may come across as patronising.

luckat

I find that when I'm talking to stammering friends, if I'm calm and wait, they stop stammering after the first few sentences.

With strangers, it often helps to give them my name and get theirs, and use it, and to talk slowly, give them the impression "We've got all the time in the world here", without actually stating that.

If you know what they're likely to say, you might say something like: "Would I be right in saying that you've been insured with us for four years, Mr Murphy?" - in other words, using "closed questions", answerable with a yes or no (preferably yes), so they don't have to make long sentences.

You might also make a habit of starting with "If you wouldn't mind, can I give you our phone number and my name, and our email address, just in case we get cut off. We've been having a bit of trouble with our phones..." - that way, the person has the option of dealing with you directly by email, without your actually suggesting it.