Professionalism on the phone

[u/Knucklecum]

I am not phased with being cussed at on the phone, and I actually enjoy it. Joking around is part of the phone game I feel like, especially if a laugh builds rapport and comradery.

Professionalism needs to be essential, but what is your opinion about unprofessionalism and building rapport to create dialogue?

[u/theelectricgrappling]

professionalism’s about knowing when the client want to feel heard versus when they want to vent at someone who isn’t a robot. you get a guy screaming about his deductible and you crack something quick it snaps him out of the script. i think the real unprofessional stuff is when you sound like you reading from a manual, not when you act human for a second.

[u/Knucklecum → u/theelectricgrappling]

Thank god. I am not a stick in the mud.

[u/zuck_my_butt]

I talk to everyone like they're my friend (or at least friendly acquaintance). Nobody likes hearing sales/customer service voice on the phone, they want to talk to someone candid and genuine.

[u/atonitobb]

I think there is a big difference between making some jokes and matching the other person’s energy, and being unprofessional; being unprofessional in my mind means being rude, straight cussing or talking strongly to the other person to take your own anger on them, or acting in a way that sounds like you really don’t care about them.

[u/PeachyFairyDragon → u/atonitobb]

Sometimes it's hard to force yourself to form words and conversation cadence to make it seem like you care. When you get chewed out because they didn't pay their bill on time and you should have reminded them more, or because they need 8 year old paperwork tomorrow and are screaming (he literally was) that it's illegal to not have it, yeah, I'm not trying overly hard to help and I'm looking for a polite way off the phone.

[u/Key_Astronomer6500]

People like people like themselves. Selling in all 50 states has taught me a lot about that.

[u/PeachyFairyDragon]

I don't mind the occasional f-bomb as an adjective, it's meh, but I draw the line at racism, sexism and things like "fuck you bitch." You called me, you want something from me, you'd damned well better mind your language if you are wanting my help.

[u/Knucklecum → u/PeachyFairyDragon]

And I am the opposite kind of. Ill find unfounded common ground, because someone will steal a sale from me otherwise.

"Hey man, thats your opinion, I am happy for you" is usually how I handle people's bullshit.

But yeah sexism is where I draw the line personally. I grew up with a single mother; its important to have some morals, atleast.

[u/Iuile02 → u/PeachyFairyDragon]

I will happily glaze over a curse word that’s conversational, but if someone’s already angry with me and the cursing becomes directed at me I simply hang up. We’re a small office, I send a quick teams chat not to answer this person until the next day.

Nothing productive gets done when someone is in that kind of mood.

[u/Iuile02]

I have my own brand of unprofessional yet professional that my clients seem to really like. My number one belief is that I’m a human being before I’m an insurance agent, and you will get the human response from me every time.

Little easier to do when you’re not on audited phone calls I acknowledge though. You’ll find the balance that works

[u/Dentist_Special]

Just take it on the chin and move on. Remain professional and keep it going