Soothing the Angry Caller With Proper Phone Etiquette

As a rule of thumb, when there’s growling instead of purring, someone’s NOT happy!

For many of our more seasoned process server’s out there, we already know that leaving a note behind on a defendant’s door has its advantages and disadvantages. However, sometimes those disadvantages can be completely blown out of the water when you receive that call back. Who are you? What do you want? Why did you leave a note on my door? These are just some of the more common questions asked in that not-so-kind “inside voice” we all expect but often dread.

Turning a growler into a purrer is both a science and an art. In reality, it actually involves effect customer service skills and basic telephone etiquette. Without them, your individual and/or business reputation run the risk of embarrassment or even simply losing money and clients as your service continues to let people down.

Fortunately, there are just a few universal skills that both servers and support staff can utilize that will significantly improve interactions with defendants to result in successful outcomes.

1)  Patience. The person you are trying to serve will be confused and frustrated. Take a moment to better understand that what they feel is important about their legal matter, and more importantly, what is it they need from you or even the company/individual that might be suing them. Even though it’s helpful to find out more ‘about’ the defendant, make sure you're getting to the problem at hand quickly. The information provided may ultimately be valuable in service or case resolution.

2)  Attentiveness. Really listen to the language and terms used to describe their dilemma. It's also important to be mindful and attentive to the feedback that you receive at large. Even the slightest detail may eliminate future unnecessary attempts at service. You’ll find that paying attention creates a venue to communicate a genuine interest in resolving proper service of process. This may help determine a mutually agreeable date, time, or location for delivery.

3)  Clear Communication. Enunciate and speak with clear articulation. No one likes a "mumbler" or “rambler” when they need their questions answered. Speak softly instead of raising your voice to match the caller’s volume. Basically, ignore the growl – invite the purr. A softer tone will soothe the speaker and demonstrate your interest in handling the inquiry in a calm, rational way. Additionally, as you relay important points to the caller, keep it simple and leave nothing to doubt.

4)  Become Knowledgeable About the Case. Whether the caller provides a name, address, or case number it works in your favor to generally know the exact purpose of their call. Most tech savvy process serving companies and individuals manage their jobs using industry software these days. This helps maintain case information and specific details about the legal documents that must be served. The ability to read this data beforehand or access at a quick glance will help provide the necessary information to swiftly arrange service.

5)  Remain Positive. Be aware of your conversational patterns. Language is critical  as it particularly involves persuasion and people (especially callers) because it creates perceptions about individuals and/or companies based off of the language that is used. Focus on when/how a caller will get to their resolution rather than focusing on the negative. A negative tone conveys feelings of abruption and impersonalization which may be received the wrong way by callers. Sounding confident in your conversation makes it easier for the caller to succumb to resolution or even convince them to accept legal documents.

When a dog wags its tail, you know you’ve just evaded a possible bite. With patience, attentiveness, clear communication, knowledge, and positivity you pave the road to success for yourself, your company, your clients, and believe it or not, your callers! Who knew that five simple techniques could eliminate five unnecessary trips to a location that could cost you more than it’s worth and ultimately get your paper served.