With the phone ubiquitous in our culture the assumption seems to be “no training required.” Few employers provide any training for this most important communication tool. After all, who doesn’t know how to use a telephone? As it turns out, a lot of people. You have probably been on the other end of the line with some of them.

Rudeness, even dispensed unintentionally, is never pleasant but is often overlooked in some business circumstances. Sometimes we’re just happy to be talking with a real person and not an automated assistant. But, people who call the church office expect courtesy. Telephone manners create an image of one’s church, organization, or business—perhaps accurate, perhaps not—but nevertheless lasting. Nothing sets you apart from the crowd more than a warm and appealing telephone presence.

When you answer the church phone you never know what’s waiting—a simple request, an upset member, a stranger seeking help, a happy announcement, some tragic news, a salesperson. What a challenge! Without question, proper phone techniques should be at the top of the skills list for every church office professional. Be aware, callers may not remember what you say, but they surely will remember how you say it. [Read more...]