Joan Lloyd Artice - Receptionists

[mlm668]

I just received my weekly article from Joan Lloyd.  This week there were two of them and one was on the role of a receptionist.  And I am fuming.

The person who wrote in had some very real and valid concerns.  Those of us who work as a receptionists often work for company's that are not all that large, do not have voice mail and and to often are also the only admin in the company.

When a caller asks to stay on hold indefinately, the phone is beeping at us every 30 seconds.  Not only is this distracting, but also appears to the unknowledgeable passer by that we are not doing our job.  When they ask how long someone will be on the phone, it is just plain ignorant.  When they ask when someone will call them back, they are asking us to speak on something we have no knowledge or right to determine.  I can see me now going into my bosses office, picking up the phone, dialing a number and telling him that he has to talk to so and so right now because I told them he would call them back at this time.  Get real!!  As for asking for product info, many callers get rude when you tell them you don't know but can have someone return their call.  They want the info right then and are unwilling to wait.  I'm sorry, I'm not in sales/estimating and can't help you.  And its not my fault that they are on the phone or not in the office.  And in my case, our estimator works nights and doesn't keep regular hours - he could be here at 10 or 1.  When he works until 3 a.m. every other day, he can pretty much set his own hours.

And often times when we offer to help the caller the best we can or clarify these kinds of items, the caller gets huffy or complains to our boss we were rude.

Its a no win situation and while a receptionist should be as polite and accomodating as possible, common courtesy on the part of the caller should be a given.  Not enough people remember what being considerate of others means anymore - if they're parents even bothered to teach them that trait.

Michelle

[Christine Itterly]

OMG, where should I begin......

"Maybe 15 years is too long to be a receptionist"  Maybe it's also too long to be a writing a weekly colum (as she has done for over 15), because she has obviously lost her mind.

"For Instance, callers have no way to know they are tying up company lines"  Ok, and just what do they "think" they are doing to the phone line, giving it a massage.  Of course they are tying up lines and if they are to dense to know that then they should be banned from using a telephone.

"In fact, most of us have been encouraged to hang on a line endlessly to "wait for the next availabe person...please stay on the line...calls will be answered in the order in which the were received""  HELLO, the call was anwsered, I don't every recall saying the above to anyone, do you?

There is so much more I could say, but frankly, I am busy keeping people on hold.

The nerve and audacity of Joans comments leads me to believe that she is just like the rest of corporate imbuciles (sp) that think "Receptionists" are nothing but "silly, little school girls that couldn't get an education.  Well, we will show them.  "Oh, I'm sorry, there is no coffee today, I seem to have misplaced the directions" (just for startes, get them where it hurts, I can bring mine from home for awhile, lol).

Is there such a thing as a "receptionist" anymore?  Most of the ones I know have now turned into "the one who does it all" and still looks good doing it, and doesn't freek out at having to do it and and and.

I can say this, I will no longer be getting her article either on or offline.  She doesn't deserve the time it takes for me to actually look at them anymore.

Anyway, so much for my rant.  I feel a little better now.

Happy Wednesday!

[lauragfoss]

I just read the article, and I guess I'm feeling the opposite.  We have all been programmed in this voice-prompt, hold-forever-to-get-a-real-person world, that it's really rather a novelty to get a live person and people who are busy may not indeed realize how phone systems work.  I think she made some valid points about customer service and educating the customer as to how things work at your company.

[juspeachy]

Where's the article y'all are talking about?  I click on the link and it takes me to some article on how to tell if you've been in your job too long...

JusPeachy

[Christine Itterly]

http://www.joanlloyd.com/articles/open.asp?art=1018.htm

[raindance]

 
I'm sorry people give you a hard time.  It must be really frustrating.

I work for a small company and we have full-time reception cover.  We also have individual direct dial to all desks, voicemail, a website, general email address for enquiries and individual email addresses for all employees. Our website takes queries too.  So I guess we are lucky, BUT we still have "customer service" problems.  With so few employees - some work from home, some work from home and come into the office, then there is annual leave, study leave, sick leave -we sometimes don't have anyone in certain departments.  And people don't like voicemail.  People sometimes ring my office, which is the CEO's office, to complain "I have rung X number of times ... I can NEVER speak to a real person" etc etc etc ...  

I would like to make a suggestion to you Michelle. Keep a note in a book of certain types of call with the date, name of caller and phone number if possible.  I mean those types of calls that ask for non-standard information (by that I mean those callers who ask you the questions you mention).  That's your evidence.  When you have done this for a week or two, take it to your manager and say "These are the calls we are getting.  I want to be able to help the callers, our customers, so that we don't lose business to our competitors.  What do you suggest?"  The problem is twofold - one of management and resources.  You maybe need a phone system with voicemails and with a menu "press 1 for sales, press 2 for external relations" and so on.  

I wish you luck.

Raindance

[mlm668]

A lack of awareness of the world around you is no excuse for rudeness.  As an Administrative Assistant whose main responsiblity is as the receptionist, I do not have time to explain to the callers how our phone systems works.  As a customer, I don't care how the phone systems at other company's work.  All I ask and expect is a professional attitude - the same I am expected to provide and do give all callers and visitors.

It is up to the caller to be aware that while they as a customer are important, that does not excuse them from behaving with common sense and from being considerate.  I had a call this morning from somone who started asking me where our Exec VP was and how he could be reached and was put out because I asked him who was calling before I gave him the info.  I was polite, but if he had been thinking, the smart way for him to handle the call would have been to identify himself before he began the interrogation.  His approach made me less willing to help him.  

I have very strong opinions about courtesy and awareness.  To many people go through life with blinders on and will not look at what circumstances others may have to deal with.  Part of what makes me good at my job is that I try to be aware of what is going around me.  By doing this, I can head off problems for my bosses and my co-workers or give them additional info before they know they need it.  Many others work this way and I see no reason why it can't carry over into our dealings with other company's and their personnel on all levels.

Raindance,

I just read your post.  While that's a good suggestion it wouldn't work here.  I have tried and tried to get a phone system with voice mail (with me still answering the incoming lines but just not writing out messages anymore) and its not something they are willing to invest in.  I am fortunate though that if I am on a call or away from away from my desk, others will pick up the incoming calls so that every caller gets a person.  

That still doesn't address the issue of callers being courteous though.  (see above).  I'm a real stickler for manners and have no use for anyone who is inconsiderate in any way.

Michelle

Edited by mlm668 on 16/07/03 09:05 PM.

[chris68]

Raindance, we did a similar thing here.  Our receptionist took a bunch of items she was unsure of and passed them out to my boss who is also CEO and her boss who is the Human Resources Manager.  They filled it out and returned it to her.  I received a copy of it as I am on the list for one of the items.  It's nice cause if she's not here then the person filling in is aware of who handles what types of calls and takes the guesswork out of those general calls.



Chris68
Peer Moderator

[msmarieh]

Actually I didn't get nearly as offended at the article as some of you have. I think the bottom line is that as the receptionist your primary responsibility is to greet callers and visitors. I think Joan is correct when she states that when the day comes that you feel the callers are an interruption (excluding sales calls, mind you), that's the day you need to step aside from your role as receptionist.

Yes it is unfortunate that people tend to ask some rather nonsensical questions. Those are often directed to administrative assistants as well as reception. In some cases it is because they really do think you know every individual's every move. In other cases it is because the person that they speak to live is representing the company and they expect that person to have answers. All of us have done this at one time or another.

Marie

[countrigal]

Another thing to remember is that unless you answer the phone "Receptionist, how may I help you?", the caller might not realise that he/she has gotten a receptionist and not the secretary/admin for the person they're calling.  If you are given a number to call someone back at, most of the time we don't know whether that's their direct in-dial number of their main receptionist line.  So how could the person calling know that asking you how long they might be on the phone, or when they might be able to return your call, or by asking you to let them hold, really doesn't help them or you out.  If you were sitting right in front of them, as their secretary/admin, you might know when bossie returns calls or if his day will be busy and he might not get back to them until the next day, you could possibly tell that bossie is getting ready to hang up (based on overhearing part of the conversation) and that bossie could be with them momentarily, or that by having them hold bossie will answer their call when he gets off the other line.

I admit that I've often called someone back - at the number they gave me - and asked if I might hold for a moment.  No one ever said that they were a receptionist and not the admin/sec for whom I was calling, it wasn't even covered in their greeting, so I've been one of those that y'all are fussing about.  But put yourself in my/their shoes... if you call someone back at a number they've left, do you expect to go through a receptionist each time?  I'm sorry, but I don't, and part of that could be because of the companies that I've worked for and the way their phone systems were set up.  Therefore, it didn't fit my paradigm.

So there are 2 sides of this to look at, and to remember when talking to someone on the phone.  No matter what your role (admin, sec, or receptionist), the person calling in might not know your position and therefore not understand some of these problems.

CountriGal
Peer Moderator

[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.

[blufire21]

Ok, I've been deciding whether or not to post here, but since a few have agreed with Joan, I'll put my 2 cents in.  I'm the only admin in our office. I'm also the receptionist and the customer service person.  I fully believe that we are the first point of contact for the majority of our customers.  We are who they see or talk to first, and WE make the first impression.  Would you want to do business with a company whose receptionist was haughty and rude?  I wouldn't, and I have not gone with a particular company or vendor because of something like that.  I treat everyone who calls in as if they are the president of the top fortune 500 company.  In response, I've had several of our caller compliment me to my CEO.  

When callers want to be placed on hold, I do that.  When they time out, I pick them up and say something like "It looks like Mr. Doe is still on his line.  May I give you his voice mail or take a message?  I will make sure he is notified of your call as soon as he gets off the phone."

As far as product information, we do need to know the basics of what our companies offer.  Where I work now, there is no possible way I can know all there is to know about our product.  It's WAY too technical.  I DO have a solid, general idea of what we do.  When I get a call, I start off with "Now this is just the admin's version.  If you want anything more detailed, I'll have to send you to someone who knows more, but (insert general knowledge of product here)"

As far as whether or not Mr. X has received the fax Ms. Y sent him, if you are not able to find out, refer them to that department's admin.  In my case, I am the admin, and I do know if Mr. X has received his fax.  These types of calls don't bother me at all because I've had to call and confirm that Mr. Executive received a fax I sent him.  

In all honesty, if you are getting that annoyed with callers, then it's time to change jobs.  We ARE the gatekeepers, and we ARE the first impressions for our companies.  If you can't give a good impression or customer service, then you're only hurting the company.


Ellen (I'll shut up now) in TX

[radaro]

My feeling is that receptionist is just sick and tired of hearing the same old stupid question.  You really want to scream "how the heck should I know how long he is going to be on the phone" but you respond politely instead.  I mean, really, no one can predict how long anyone is going to be on the phone.

There is one stupid question in every industry that you have to constantly reply with a polite answer.  The question I always used to get when I worked at the bank was, "What do you think the exchange rate will be tomorrow?" when ever someone came in to exchange Canadian cash for US.  I really wanted to say something like "if I could predict exchange rated do you really think I would be working as a lowly teller?" but I would always jokingly respond "well, my crystal ball is broken".

[elkiedee]

I'm a secretary not a receptionist - the organisation I work for is huge and calls from switchboard just divert elsewhere if a line is engaged.

We have a system which cuts people out rather than indicating they've been holding for a while, so I take an honest but polite approach - and I have a pretty basic handset not something like what a receptionist would need to have. "He's engaged now and I can take a message and ask him to call back or ask you to try again in 5 minutes. Our system will cut you out if I put you on hold, and I'm also alone in the room with several phone lines.

If people ask how long someone will be on the phone I would have to say I don't know. I did lose it last week with a caller who I had been asked to take a message from, and my colleague didn't have anything to tell her - she should have been going through solicitors anyway. She asked me repeatedly a question which it should have been obvious I couldn't give an answer to - I don't think needing something gives you the right to give a person doing her/his job a hard time for fun, and that is what she was doing. The situation was, if my boss doesn't want to speak to her and probably will continue to take that attitude, how do I know. If she'd stopped being a complete pain and let up I could have asked her what she needed to know and seen if I could ring her back with any further information. She picked up that I was embarrassed but essentially took it out on me rather than giving me a chance to offer her an option for resolving the situation (like leaving a message with information about what her question was, not I'm ringing even though I have a solicitor dealing with my case to be annoying - grrr).

Luci