A world without communication is a world without commerce. In our daily lives we use communication for everything, if verbal skills were a commodity that could be purchased or sold, the market would be competitive and the stocks would be pricy. The truth of the subject manner is that communication is purchased and sold all the time by way of customer interaction. When a customer or guest enters a business establishment without even pulling out cash they have just rented the service of our business. Verbal and non-verbal communication can now commence. For the sake of this article this author will be discussing hypothetical yet realistic situations that could take place in our society.

Often times the things left unsaid are those things that keep us from harm, and anytime working with customers we really need to be conscious of the words we use it, and even how we use such words (inflection). A customer’s opinion is contingent upon the attitude of the representative’s general affect they are working with. Great example, true story: I walked in the Apple Store just recently and expressed interest in purchasing a new MacBook Pro for my fall semester. I…Expressed…Interest; key words. For all intensive purposes the sale was made, where the sale goes sour is when the Inventory Specialist does carry the same level of enthusiasm as myself. I walked in overly excited for a product not yet released and instead of keeping my high energy spirit up, I was helped with my questions true, but I was delivered instructions and information in a very boring undesirable manner. It may not stop me from buying a Macbook, but I may change my mind and order it online instead of in the store. The difference is inflection. Had the tone of the sales rep. been more cheerful and energetic I might have continued to shop around the store longer, I might have had more questions; I might have started my open finance option that day. This did not happen; I walked out with more information on my side and that is about it.

Same Macintosh store same customer, same concerns; just one week later I thought of an additional question. So I called the store, near the closing time but with still about 20 perhaps fifteen minutes left. I listened to a well recorded machine with options and then Apple Store radio. I put my phone on speakerphone and continued to work on class assignments until the call was answered. In the beginning I was informed that there was one other caller ahead of me, after about ten minutes of waiting I stopped hearing that particular message. I was on hold for so long that I literally forgot I had called the company and instead decided that the wait music made for good essay typing tunes. I finished my paper finally and went to bed noting the poor customer service mentally. The next day I called a lot earlier and was able to talk to a real person. She answered the phone with perfect practice. “Good afternoon, Apple Store West Town Mall, this is Sarah, how may I help you.” My question, delivered received a cheerful response with exciting facts about the new Mac OS Lion being released earlier today. Butterflies fluttered in my stomach.

Away from the Macintosh world this author does have a personal life. Being that I am relatively young a lot of the so called new technology is really just become a way of life for a lot of students my age. It is common to get a new cellular device at least annually; it is not atypical to carry multiple conversations at once so long as the mediums are separate. Primary example: I got the iPhone 3G a few years ago when it came out into the market. In retrospect, I loved it. Having the power of the internet your pocket was more than a gimmick it felt like real power. I no longer misspelled words, remained confused about conversations friends were having, I was informative even during social engagements being able to back up my knowledge with an online reference on the spot. Indeed it was a product that sold itself. I was also extremely multi task functional. I could very well, chat online via facebook application, talk to a person face to face, as well as text message large amounts of people all within the same sitting, sometimes, sad to say but I will admit, while driving (which I no longer do). How does this personal practice apply to the work life? There is such thing as communication skills something this author feels breaks down into respect. While at work, one should never even have a phone on them that is not used for work. Seems a bit rash considering the way this generation is running; however, as an entrepreneur who has an incorporated company, having a cellular can be distracting and decrease productivity. If it is an emergency hopefully you work in a place with at least one operational phone that family or need to know people can reach.

One underlying principal of technological use is the massive misuse of modern devices. This does not mean the products are being used incorrectly but they are being used at inappropriate times. Let us name a few times in which networking devices may not be good to use. Devices that connect to the internet or phone networks on airplanes are often times not allowed to be used until instructions from the pilot are given, moreover phone use on airplanes are forbidden.   The reason for this has a lot to do with radio wave signals in planes causing the plane’s systems to have interference with control towers. Another reason is simply keeping peace on a plane between passengers. On a bus or train just about all of the time passengers are encouraged to keep mobile conversations to a minimum. Understandably, for on long trips, sometimes people want to rest, study, read, or just would just like to be in silence. An article from USA Today, talks about how Amtrak trains have a first come first serve seating, car for passengers to contribute and experience complete quite that they enforce very politely.

So you are not on a train, you are not in a car; you are not even at work. When is it okay to talk on your phone? If there I no law, rule, or sign in the place that you are in you can use your phone; but you shouldn’t always. Computerworld dot com suggests that while in public, one should avoid personal topics that everyone can hear, avoid taking calls or text messaging when talking with someone face to face, make your phone inaudible while in restaurants or theaters. These are all out of respect for other patrons. It can be very hard talking to people over the phone as well. As smart as our smart phones are, reception is not guaranteed, especially in large industrial spaces. If you have a difficult time hearing or being heard, tell the person on the other line as best as you can, and then simply call them back from a better location. Do not make yourself harder to be heard; meaning one can also practice good manners. Cooking, cleaning, shuffling papers on the phone can sometimes be considered rude.   According to an article on Salary dot com treat calls as if you are in a meeting and try as best as you can to cut down on noise. Finally when you take a message, record the time and date as well as the other important information. It is confusing when you have just the name and number but are not sure when to call back or maybe you’ve already called back and the missing date and time information has you double calling, this can be embarrassing.

I will also claim that the most important part about phone calls in the business world is to answer the phone. I cannot tell you how many times in my young life I have waited for my call to be taken and hung up out of frustration. The company literally loses a customer because of this. The simplest salutation is to answer the phone with your name a thank you the company name, and an inquiry as to how they can be helped. Once again, if you must take a message, do so but do not forget the details: name, number, date and time. Additionally one could ask what the call is concerning and a good time to call back. Next is a list of phrases to use and lose designated by color:

• You’re right!
• Problem
• May I
• #$%^@ (profanity)
• Please
• We’ll try
• Hang on.
• Thank you.
• Just wait
• Have a beautiful day
• Thanks for calling
• Call us again if you have more questions
• Nope

Remember a world without communication is a world without commerce, and a world without commerce is just a planet that could be as desolate as Mars or Neptune. As you are out there in the work place dealing with customers, be kind, be energetic, be friendly, and behave; because you are representing the entire company for that particular guest. Lastly from clock in to clock out, Smile! Even if you are on the phone, smile all the time, it is not only good for you but has been a proven method of sending positive vibes (vibrations) over the phone line. After you leave work, you can still continue to represent the company by sharing your positive attitude with the world.