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The New Zealand Railways Magazine, Volume 4, Issue 10 (February 1, 1930)

The Telephone — How to use it Properly — A Friend in Business

page 26

The Telephone
How to use it Properly
A Friend in Business

“I have had in mind, for some time, the need for a practical talk on how to produce improvement in the use of the telephone. You might write up something on these lines,” said Mr. H. H. Sterling, General Manager, New Zealand Railways, one sunny morning when the telephone happened to be particularly busy. The following, therefore, are the lines upon which Mr. Sterling wished the matter presented.

“When the telephone rings, what do you do?” Upon the answer to that question depends a great deal of business efficiency. In every business office the answer to the ring should be immediately an announcement of the name of the office responding. On the railways, for example, if a ring arrives for the “Inward Parcels Office,” whoever answers the telephone should say, without one word of preamble, “Inward Parcels Office here.” This lets the ringer know straight off that he is in touch with the office rung. His acknowledgment should be an announcement of his name and the purpose of the ring. This lets business proceed with quickness and despatch. It is the correct opening for a business conversation by telephone, and should be universal throughout the commercial world. To take a concrete instance: Miss M. Jones, of Wellington, wishes to reserve a seat. She rings 44–120. The conversation then proceeds:—

Nearing The End Of Its 426 Mile Run. The Wellington-Auckland “Limited” Express speeding through Manurewa, on the outskirts of Auckland.

Nearing The End Of Its 426 Mile Run.
The Wellington-Auckland “Limited” Express speeding through Manurewa, on the outskirts of Auckland.

Office: “Central Booking Office here.”

Miss J.: “Will you, please, book me a reserved seat by the ‘Daylight Limited’ to Auckland, on 12th December?

Office: “Certainly…. Car X, seat 8. Will you call here for the ticket, please?”

Miss J.: “Yes, thank you; about 3 this afternoon.”

Office: “Thank you.”

Anyone who answers a telephone ring by saying “Hello,” is wasting time. That answer merely lets the ringer know that someone is on the telephone, but gives no indication of who it is, or whether the number desired is the number that answers. It leads to further questioning, and shuttle-cock of query and answer that wastes time. On the other hand the immediate announcement of the telephone title of the receiver of the ring indicates to the person ringing that a businesslike procedure is expected. It cuts out the persiflage, and sets the psychology right for prompt despatch of the business in hand. It is neglect to make this opening properly that leads some people to regard the telephone not as a blessing but as a curse, because to them it has every appearance of a business interrupter and a time-waster.

Now, really speaking, the telephone is a most valuable friend to the business man. Its installation in business houses was intended to save time; and, times out of number, it saves journeys, helps to explain letters, reduces misunderstandings, and leads to expedition in the conduct of whatever business is in hand.

page 27

The man who regards the telephone as a nuisance is rejecting his best business friend through failure to recognise its worth and organise its use. Consideration for others, on the lines that he himself would expect consideration, will prevent the use of the telephone for trivial and unnecessary purposes.

In the home, of course, the situation is different. Very often the telephone is used purposely as a time consumer; or, at least, as an easy way of carrying on or arranging social amenities; but the business use of it falls in an entirely different category. If the telephone is used with reasonable brevity, if the person ringing knows what he wants and can state it clearly and concisely, and the person receiving the ring knows his business and can answer the query promptly and adequately, the quantity of business that can be despatched in a given time is multiplied many fold. On the other hand, should the telephone be used for trivial or private purposes during business hours, a totally different situation arises.

A very prolific cause of complaint in regard to telephones is the delay occasioned when an enquirer is asked to “wait a minute” while the office obtains the necessary particulars. If, in reply to an inquiry, an immediate answer cannot be given, it is far better to take the enquirer's number and ring up when the query
On The Sunny East Coast Of The North Island. (Rly. Publicity photo.) The General Manager of Railways, Mr. H. H. Sterling (right) and party, snapped during the recent excursion to Putorino, on the North Island East Coast Railway.

On The Sunny East Coast Of The North Island.
(Rly. Publicity photo.)
The General Manager of Railways, Mr. H. H. Sterling (right) and party, snapped during the recent excursion to Putorino, on the North Island East Coast Railway.

can be answered than to keep the questioner an indeterminate length of time waiting for an answer. Waiting glued to a telephone earpiece, even for one minute, seems as long as several, and is exasperating to a busy man. It has the further disadvantage that it ties up two telephones against the possibility of profitable use by other people during the whole period of the wait. Batteries are being used up, and valuable time wasted to no purpose.

Although the negative type of advice is often the most unsatisfactory, it can be used with telling effect when applied to the telephone. The following “Don'ts” are therefore suggested from practical experience of the inept use of telephones:—

1. Don't say “Hello” when answering a telephone call, but give the official title of your office.

2. Don't ask an enquirer to “wait,” when any delay is likely to occur before you can make adequate reply. Offer rather to ring later.

3. Don't use the telephone during business hours for purely private purposes.

4. Don't carry on an argument over the telephone.

5. Don't forget that business is attracted by telephone courtesy and capacity, and that the proper use of the telephone is one practical test of your personal efficiency.