Message #39509

[tferero]

I just read the article each of you was referring to - and I didn't find it offensive at all.  As an admin assistant, custumer service is a big part of my job.  I have found over the years that all calls can be handled to everyone's satisfaction with tact and sometimes, a little humor.  I work for several people, and I certainly do not have answers to all questions coming in at all times, but my goal is simple:  help the person as much as I can, and end the call with the person at the other end feeling like they are the most important person in the world at the moment they are calling.  I believe it is very true that the person calling has no way of knowing how your company is structured, and unless you are very clear with the caller, how can they possibly know if you are the person with the answers - or not?  Here is my advice:

1)  If the caller requests they be put on hold:  indicate that the person they are trying to reach may be on the phone for some time, and offer to take a message.  Assure the caller that you will relay the message ASAP, and that you will have that person get back to them as soon as they are available.  If you think it may be awhile, tell the caller that.

2) If the caller asks questions you simply cannot answer, be honest: " I am sorry, that information is not available to me as receptionist.  The best person to answer those questions is _________, and I will have him get back to you as soon as possible. "

3) If you don't the whereabouts of the person the caller is asking for, simply say that Ms. X is not available at the moment, that she appears to have been called out for an impromptu meeting, and take a message.  Or indicate that as receptionist, you don't have direct access to this person's schedule, but you would be happy to route the call to the admin who can be of further assistance.

It has been my experience that most callers are more than happy as long as their immediate needs are reasonably met.  It is my credo that for each call I recieve, the person at the other end is to be treated as if they are the most important person in the world for the duration of that call.  And they are important, because without outside customers, we would not have jobs.  Whether we like it or not, we are in the business to serve, and if we do it right, everything works out well the majority of the time.