I just had to e-mail you regarding this article. I have been a receptionist for 12 years at MCS Inc. We receive, on average, about 500 calls per day. One of the most important things for me to do is to pick up the phone as soon as it rings. After all, I am the receptionist.
If the president of our company was having a face-to-face conversation with me and the switchboard began to ring, I can assure you that the president would expect me to answer the phone as soon as possible and wouldnt mind hanging in limbo! So here I am at work I have four calls coming in at the same time and two people on hold.
The first call I answer is from someones wife telling me that she needs to get a hold of her husband because they have to meet at the soccer field at 6:15 tonight, not 6:00 as originally planned, and could I possibly page him a third time because she just hates to leave him a message in his voice mail because he never listens to it anyway, etc., etc.
Wait a minute the other line begins to ring and, yes, the first caller will probably be cut off in mid-sentence and be put on hold because I have someone else I need to answer to. Oh, I forgot the two people on hold. They would be customers who have issues that need to be resolved right now, and no, they will not leave a message and they will hold until you meaning the receptionist resolve it for them. But dont leave them on hold for too long; find them someone.
Lets answer that second call wait a minute, do I see a frustrated co-worker out of the corner of my eye? I gotta get that second call its a sales rep asking me to page the same person over and over again because, darn it anyway, he has to be in the office because he just spoke to him and he needs an answer right now, so find him. There is the third call coming in, and its someones three year old child going on and on about what he did this morning after breakfast and is his daddy there because he wants to tell his daddy about his breakfast.
I am sure you understand what I am trying to say. Here is my telephone code of conduct:
- Please, just ask for who you want. You dont have to go into extreme detail. I just really need to know who you want to speak with.
- I just love children, but really...
- Plain, decent common courtesy and being polite and having good manners.
I take pride in my job and I believe that I have to represent my company in the best light possible. Its a very hard but very satisfying job. And to any frustrated co-workers who get interrupted in a conversation with me, I suggest that, maybe, they should respect my position also.
Lucy Salyers, MCS Inc.
I read with interest your article in the April SBN. My own pet telephone peeve is with the well-meaning and generally courteous operator who, after having determined who I am trying to call, seeks to determine who I am. May I tell him whos calling, please? she asks. Certainly, I reply.
There generally follows 20 seconds of dead silence.
May I tell him whos calling? she asks again, somewhat less courteously. Of course, you may, I respond.
More silence. Sometimes followed by a click.
Occasionally, the operator will catch on and simply ask me who I am, which I then tell her. More often, I am obliged to soothe hurt feelings and explain that I have a one-person campaign against silly questions, and asking me for permission to convey information which she simply does not have seems to me to be polite but less than brilliant.
In short, why cannot secretaries, receptionists and operators be taught that it is infinitely more correct and no less polite to ask, Who is calling, please?
I have been told that, in Great Britain, they do not say Hello when they answer the telephone. They say, Are you there? If someone answered the telephone that way in this country, I would be sorely tempted to say, Yes, and wait for the next question.
Foster S. Goldman Jr. attorney with Markel, Schafer & Goldman, P.C.
Just a few contributions to your code:
When leaving a message to someone who does not know you, state your return phone number s-l-o-w-l-y and repeat it. I dont want to review the message just to verify the phone number.
The greeting on your own voice-mail message should be brief just your name and a statement (Hi, this is Joe. Please leave a message.) The fact that you are not answering already tells me you are either away from your desk or not in. I trust you will call me back. The exception is if you are away from the office for an extended period of time. Then just tell me when you will be back or who else I can ask for.
If its a sales pitch, please say so. If I am not interested, I wont call you back no matter how you try to hide the fact.
Finally, I really do prefer a living human answering incoming calls during regular business hours. Any organization that is unwilling to invest in someone to support the efficient handling of important customers (which I define as any customer) probably will not do a good job for the client anyway. I am sorry it took a while to respond to your article. I have been busy clearing out my old voice-mail messages.
Joe Reljac COMPUCOM Inc.