12.5.2 A note on speaker phones
The use of speaker phones is one of the most common customer complaints of telephone etiquette. As a child you probably played a game with old tins and string where you "spoke" to another child "down the string". You had to yell to be heard and the message was unclear. Some speakerphones can be similar, particularly if the person using the device is in a busy area where background noises can interfere. Before you use a speakerphone ask yourself: "Is this really necessary and is it adding something to the conversation?"
The most appropriate reason for using a speakerphone is when you wish to have a conversation with several people or you need to work on something whilst talking. Another good reason for using a speakerphone is when you have an injury, such as a wrist problem.
No matter when or why you use a speakerphone, bear in mind the following two courtesy tips:
- Consider the people around you .
Speakerphones can be loud. If you are talking into yours from across the office, you may be loud, too. So, make sure that you shut your door (if you have one) and are sensitive to the needs of those who have offices or desks around you.
- Respect your customers privacy .
If you are using your speakerphone so that someone else can hear the conversation, introduce that person at the start, even if he or she will not be taking an active role in the discussion (Anderson, D. 1992, pp. 30-31).
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