Answer the Question Please – A Lesson in Customer Service

Posted on August 28, 2009 
Filed Under Business & Startup, Customer Service, Rant

Businesses that employ a receptionist, or any other position with similar responsibilities, where that person is the first to be connected with your customers or potential clients, I ask YOU this question: Do you train this person on phone etiquette or are you throwing caution to the wind?

questionOne of my BIGGEST pet peeves is to call a business, ask the person who answers the phone a question that results in their immediately transferring me rather than…answering the question. Let me give you an example that just happened to me, yet again for the millionth time:

Them: (answering the phone) “ABC Fictional Company, how can I help you?” [great start]

Me: “Hi! Can you tell me if Dan is in the office today?” [note, this is a question]

Them: [no response at all, I just simply get put on hold, transferred, who knows]

Next thing I know, I am now listening to Dan’s voice mail, which of course is what I wanted to avoid. You see I left a voice mail for Dan 2 days ago needing some very time sensitive information emailed to me to meet a deadline for a client. If I wanted his voice mail, I would have just asked to be transferred to Dan.

Me: [pressing "0" to get back to the operator]

Them: “Can I help you?”

Me: “Yes, I asked if Dan was in the office today and was transferred to his voice mail. Can you tell me if he is actually in the office today?”

Them: “I’m sorry, Dan is out of the office today. Would you like his voice mail?”

I’ll stop the conversation there because it didn’t get any better. The point is that I run into this ALL the time. I ask if someone is in or I’ll call to ask who I would talk to about putting my widgets ad in their publication (this is made up of course). But instead of answer the question and giving me the name and possibly direct number to the person who is responsible for widget ads, they just transfer you and you have no idea whether or not you were transferred to the correct person or not. Trust me, I’ve had people call me back and tell me they are the janitor and have nothing to do with the widget ads. [Ok, I might be exaggerating a bit as I've never had a janitor call me back]

So I ask you. Are you training and monitoring your receptionist/operator to make sure they are not irritating your clients…all the way to your competition? Believe it or not, many employers think a receptionist position is very entry level and does not require any skills other than a voice. This is the very first person anyone contacting your business connects with. And believe me first impressions are everything.

Similar Posts:

Comments

blog comments powered by Disqus