Telephone etiquette??????

Question

Why is it when you call someone with several questions, (understand now, the person you are trying to reach is not available at that moment), and after leaving a message, they still haven't returned your call, So, when you do finally reach that person, they say "Yes, I did receive your phone call." Well, no crap sherlock! Why didn't they bother to call back in the first place? Why even bother saying "Yes, I did receive your phone call." when all they had to do was return the call? We know they've received the darn phone call---we left the message! Hello! This is beyond me. Any thoughts?

I'm not a telemarketer. I was told to call about benefits. That was the reason for my phone call (as well as signing a contract). I was highly advised to call about these two things because from what I was warned on numerous occasions, this person (the one I contacted) is a bit lackadaisical about discussing these items. Thanks to those who kindly responded with an answer. As for Cloud 9 (whomever, the second guy to respond is--just stick to your archeology stuff--I wouldn't want to speak to you either--not very interesting).

Answer 1

I've noticed over the past few years people becoming less and less polite, especially in areas like this. It's come to the point where I dread making phone calls. They apply their own personal feelings and agenda to everything they do, including their work, and have no sense of professionalism. Their predecessors would have been fired for incompetence, but these folks seem to be able to do whatever they want and get away with it.
It's a total lack of professionalism and accountability.

Answer 2

I'm not sure whether you're referring to a business or personal call.

If it's a business call, I would say that they were "partially" rude. Depending on the present workload that the person has and the amount of time between leaving the message and your second call, it's entirely possible that your message was noted but they hadn't had time to get back to you yet. I don't think it's rude to note that your message was received, as it's a way that the person can cue you to know that they're aware of the questions that you have so you don't become frustrated by feeling that you have to repeat yourself. I do, however, believe that the comment should probably have been followed up with an apology, perhaps even noting their backlog (without being whiney, though). A simple "Yes, I did receive your call" leaves everything too open-ended and could indicate that they're either busy, or that they just didn't bother to follow up. I used to say something to the effect of "Yes, I did receive your message and noted your questions. I'm sorry that I haven't returned your call. We've experienced an increased call volume that's resulted in delayed callback times." Then I would proceed to assist the caller as much as possible.

Added:
Also, keep in mind that callbacks can also lead to delays in callbacks. It's difficult for support personnel (billing offices, software, any callback situation) to call back on messages if they pick up the phone and it's a callback. Basically, they have to drop everything else and handle the call. In the meantime, someone else is getting hacked off because they haven't gotten a callback. It's a vicious circle that can be difficult to handle. I've known many support reps who won't answer their phones at all and let everything go to voicemail, just to avoid this problem. As a general rule of thumb, I allow 24-48 hours after leaving a message before making a callback... especially if it's a billing office (they're typically under staffed). If it's a more urgent situation, like a medical question for a doctor's office, I wait about 4 hours.

Answer 3

Can't see cloud nine's answer but it must have been good.

Anyway, I get that sometimes and it really frosts me too.

However, you have to just ask them to answe your questions now that they are on the phone with you.

I have realized that sometimes you need to research the answers before you get back to the caller and that may be what she was doing.

If you did not give her proper time to do this and returen your call she may have been a little put out and treated you the way she did. Without an explanation, because she thought you were the rude one.

Anyway, it really doesn't matter why she didn't the important matter is that you need the info. So call back and ask when would be the best time to call her to give her enough time to get the info. The nicer you are the better they treat you. Don't you know that by now?

Answer 4

My dear interesting writer,
It's my experience that 99 percent of people in 90 percent of circumstances are NOT thinking about you or what their actions may do to you. People do not care what's important to you, or they might not even understand what is important to you.

So, it's most practical and best for my stress level to decide to not take things personally. I have a hot-button about courtesy, but its too stressful for me to react with upset or outrage when I see b-s. I know that long term chronic stress created from our chosen reactions causes illness. So, I practice not taking things personally. If something really bothers me, I will try to ask the person, "What does that mean?"

Next time this happens, and it bothers you, if you ask with sincerity and kindness, "I just wondered why you did not return my call with the answer, as I requested in my message." Maybe you would get an answer that would explain it.

Answer 5

First of all the person should apologize for not returning the call right away. Most of my friends return calls even if I've just called to say when I'll pick them up or whatever. I really don't know why they say they got the message. Maybe it's a subtle way for them to tell you then don''t want to bother with what you need.

Answer 6

I check all of my messages and compile a list of people to call back or what actions to take. I sometimes get 30 or 40 calls in one day. The important stuff gets handled first.
What you have to consider is how important this question is to the other party. If they recieved your call and forgot about it or simply didnt call you back, what you wanted to discuss was simply more important to you than the other person. If you are making sales calls, your callback CB ratio will be in the 2% range.

Answer 7

The standard excuse I get was "I've been so busy and was meaning to return your call." In other words they don't think it was important. This applies to doctors, lawyers, friends, and family members. And about any place where I need an important answer. Maybe they dread giving the answer. I worked in insurance, and I know sometimes I dreaded returning the call. But I still had to make myself do it.

Answer 8

They either didn't want to talk to you, or they are just rude. Are you a telemarketer or are you talking about friends? What type of questions are you asking that the people didn't feel the need to call you back?

Answer 9

Maybe your call came at an inconvenient time and it was not a priority to call back right away........or maybe you annoy the person and they just don't want to speak to you. If this happens to you frequently, you need to adjust your thinking and wonder if maybe some people whom you continue to call have simply grown tired of you and you can't take a hint.

Answer 10

properly i think of the main suitable think of to do in this occasion would be to bypass away a message sounding resembling this: hi it incredibly is .......i've got have been given your message saying this and that, i'd elect to do this and that approximately it, i will provide you a decision later or you could call me on........ you in many circumstances would desire to be beneficial, friendly, specifically situations slightly pushy once you opt to get a activity. do no longer wait till they call you back, via fact possibly they gained't ,call them back your self, like which you coach which you particularly fascinated and are a lot extra possibly to get a activity.