| Presentation means everything in the business | | | | calls but consider each one unique. Don't be |
| world. This factor does not only encompass the | | | | irritated and assuming that you already know |
| physical environment of a company, but it also | | | | what they want to happen by transferring them |
| extends to how people in it present themselves | | | | midway during the call. Listening is of prime |
| to the company's clients. As a receptionist, usually | | | | importance, remember. And confirm what he or |
| being the first person to deal with clients, you | | | | she is talking about by repeating some of the |
| stand as the face of the company. And your | | | | main points of your conversation. In doing so, you |
| performance of your duties can either make or | | | | make sure everything is understood before you |
| break your operations. | | | | transfer the call to the right person. |
| If you want to keep your customers, it is a must | | | | 5. "Sometimes, I get disconnected when they're |
| that you know how to compose yourself in | | | | transferring my call." |
| handling calls. Being a live receptionist, your | | | | Human error happens all the time. And for a busy |
| personality is exuded in your manner of speaking | | | | receptionist who deals with high volumes of calls a |
| and the way you handle the conversation. Your | | | | day, there's nothing better that you can do than |
| client's response is dependent on these two | | | | staying alert. These errors can lead to some |
| important things, so it's necessary that you avoid | | | | serious mistakes like disconnecting an important |
| instances that might frustrate your callers. | | | | client while transferring the call. Before you do so, |
| Here are the seven common caller complaints | | | | inform your caller about where you're leading him |
| that you should know, and tips on how to cope | | | | or her, and then transfer the call to the other line |
| with each situation: | | | | by pressing the required extension number. |
| 1. "The telephone rings several times before it is | | | | 6. "They told me to call back but never gave me |
| answered." | | | | a name or number or department to ask for." |
| Phone calls are made to get information, to reach | | | | This is a stupid mistake that you can ever make! |
| an office, or to solve a problem. With these | | | | Your primary goal as a receptionist is to make |
| purposes in mind, callers often get frustrated | | | | things easy for your customers. Assist them in |
| whenever it takes awhile before their calls are | | | | every possible way. If you request them to call |
| taken. Never wait for the phone to ring beyond | | | | back in awhile, provide them with the appropriate |
| three times if you don't want your caller to sound | | | | number to call. Give them some valuable |
| irate. But don't startle them by answering the call | | | | information like whom to look for and when to call |
| after the first ring. | | | | back. Suggest a feeling of empathy at the end to |
| 2. "The line always seems to be busy." | | | | make them feel your concern by saying: "Mr. |
| A business call should be full of vital information. | | | | Johnson seems not around at this time. If you |
| But, it doesn't have to be long for you to secure | | | | can try reaching him again after 20 minutes, he |
| that every important information is indicated. In | | | | should be available to take your call by then. I |
| fact, short calls are often preferred by both the | | | | apologize for the inconvenience." |
| caller and the receptionist. Avoid prolonging the | | | | 7. "They answer with a disgusted tone of voice, |
| conversation by spending too much time on | | | | as if I bothered them by calling." |
| irrelevant matters; other customers might be on | | | | Receiving numerous phone calls every day can be |
| the line waiting... annoyed by your phone's busy | | | | very stressful and tiring, but it's important to |
| tone. | | | | know that your attitude also speaks for your |
| 3. "They place me on hold forever." | | | | company. You must know that the call you |
| This is inevitable, especially if your caller wishes to | | | | receive may be from current or potential |
| talk to someone out of your sight at the moment | | | | customers. Be courteous all the time, just like |
| of the call. It isn't too bad if it doesn't last long, | | | | what you want if you were a caller. And don't |
| say 15 seconds. But if it seems like ages before | | | | forget to smile when talking... it helps you show a |
| you can get back to him or her, then that is | | | | more positive emotion. |
| totally wrong. If a delay is sure to come, inform | | | | Staying on the phone most of the time can be |
| the caller right away. Callers would appreciate it if | | | | difficult to deal with. With hundreds of calls |
| you say: "I'm sorry but the person you want to | | | | received each day, chances are you don't do your |
| speak to is still unavailable. If you don't want to | | | | job pretty well and your customers keep on |
| hold, I can take your message or transfer you to | | | | complaining. You can prevent these problems |
| his/her voicemail." If there are several callers on | | | | from happening if you know very well what a |
| hold, note their names and the reason of their call. | | | | caller wants. If you exactly what they want, you |
| 4. "They don't listen clearly to what I need before | | | | will definitely be able to create a lasting impression |
| they transfer me to the wrong person." | | | | to them, an impression that would prove helpful |
| Some callers tackle the same issue in different | | | | to you and your company. |