CreamyGoodness
Well-Known Member
I've been an executive assistant for major multi-national corporations for the past 12 years, so perhaps my standards are a bit high...
but...
People conducting business transactions over the phone, for a large part, appear to have very little idea how to do so. Everyone from Time Warner, to the doctor's office, to the local restaurant simply dont know the basics. It's a shame, and I for one am tired of it. Had I pulled some of the crap people do every day just ONCE I would have been shaking a cup inside the hour. Below I have sketched out some helpful guidelines.
It all starts with the answer. The phone rings at your place of business, and someone must answer it.
If it is business hours DO NOT LET IT GO TO VOICEMAIL. Hear me there, world? If I call the diner and get "welcome to the Greasy Spoon, please leave your..." I'm going elsewhere. You're the only game in town? I'll order next time, but I hate you.
Now, who to answer? The aging server who doesnt speak English? No. The host who started today and is working unsupervised? No again. Your 9-year old granddaughter is a definite absolute no as well. I don't think its cute to try to explain to a child what it is I need in a business setting, no matter how cute they might be. An employee (or owner) who can dedicate their attention to the call? Perfect.
Now, how to answer?
"Hello?" Noooooooo. Have I called Fartknocker and Fartknocker attorneys at law or the 5 hour photo department of Kinkos in Botswana. I have no idea. "Hello, Mohandas Johnson Ass-Carbunkle Clinic of the Greater Bay Area!" Yes. Asking if this is the Ass-Carbunkle clinic wastes valuable time I could be using to describe the nature of my ass carbunkles to the 22 year old medical assistant. YOU get the greeting out of the way and we can move on to the next piece of business, and I can go about my life sometime the same day.
Finally, if you have a bad connection, tell me so. DO NOT UNDER ANY CIRCUMSTANCES MAKE ME REPEAT MYSELF MORE THAN TWICE. Got that? Just ask me to call back, or offer to call back. Find a more quiet place to speak. Anything. Its ridiculously frustrating. If you are hard of hearing and refuse to get a hearing aid work "in the back" and stay the hell away from the phones.
This isnt rocket science. Pick up the phone, greet the customer, answer any question to the best of your ability or take a detailed message (with return phone number) and thats that. Of course, what do I know, I've only been doing it longer than your adorable granddaughter has been breathing the frigging air.
AHHHHHHGGGGGHHH!!!!!
*sigh* it will pass.
but...
People conducting business transactions over the phone, for a large part, appear to have very little idea how to do so. Everyone from Time Warner, to the doctor's office, to the local restaurant simply dont know the basics. It's a shame, and I for one am tired of it. Had I pulled some of the crap people do every day just ONCE I would have been shaking a cup inside the hour. Below I have sketched out some helpful guidelines.
It all starts with the answer. The phone rings at your place of business, and someone must answer it.
If it is business hours DO NOT LET IT GO TO VOICEMAIL. Hear me there, world? If I call the diner and get "welcome to the Greasy Spoon, please leave your..." I'm going elsewhere. You're the only game in town? I'll order next time, but I hate you.
Now, who to answer? The aging server who doesnt speak English? No. The host who started today and is working unsupervised? No again. Your 9-year old granddaughter is a definite absolute no as well. I don't think its cute to try to explain to a child what it is I need in a business setting, no matter how cute they might be. An employee (or owner) who can dedicate their attention to the call? Perfect.
Now, how to answer?
"Hello?" Noooooooo. Have I called Fartknocker and Fartknocker attorneys at law or the 5 hour photo department of Kinkos in Botswana. I have no idea. "Hello, Mohandas Johnson Ass-Carbunkle Clinic of the Greater Bay Area!" Yes. Asking if this is the Ass-Carbunkle clinic wastes valuable time I could be using to describe the nature of my ass carbunkles to the 22 year old medical assistant. YOU get the greeting out of the way and we can move on to the next piece of business, and I can go about my life sometime the same day.
Finally, if you have a bad connection, tell me so. DO NOT UNDER ANY CIRCUMSTANCES MAKE ME REPEAT MYSELF MORE THAN TWICE. Got that? Just ask me to call back, or offer to call back. Find a more quiet place to speak. Anything. Its ridiculously frustrating. If you are hard of hearing and refuse to get a hearing aid work "in the back" and stay the hell away from the phones.
This isnt rocket science. Pick up the phone, greet the customer, answer any question to the best of your ability or take a detailed message (with return phone number) and thats that. Of course, what do I know, I've only been doing it longer than your adorable granddaughter has been breathing the frigging air.
AHHHHHHGGGGGHHH!!!!!
*sigh* it will pass.