No one likes to feel
that their call is being screened when they attempt to contact
someone. Last week I placed a call to an individual and the
receptionist, in response to my inquiry if Ms. "Smith" was in, replied
"Let me check and see if she is available" before placing me on hold.
A moment later, I was politely informed that Ms. Smith had left for the
day.
But had she? Part of me wanted to ask the receptionist
if she really had, because I could simply ring her up on her cell
phone, or if she was simply busy and couldn't/didn't want to be
disturbed. Instead, I said thank you, no message, I would try back
tomorrow.
Obviously, an unsuccessful call. But it was also
uncomfortable, because while I had other options (using the cell
number), it did not seem appropriate; yes, she may have truly left the
office but what if she hadn't? She clearly didn't want to be
disturbed; I wouldn't be giving the best impression if I turned around
and bothered her. It felt like a no-win situation.
Granted,
all of this back and forth was in my mind, based solely on the words
used by the receptionist. Are there more appropriate -- more helpful
-- words that could have been used? Absolutely. But I cannot control
what others do; I can only react, and remember that my actions impact
the impression I leave on others.
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Remember...
The first contact with a company is the most important one there is ... and typically it is a first line employee.
Most
companies spend more time training the receptionist on how to work the
copier and where to find the coffee than on instructing them as to
customer service issues. Using the "right" words, an
awareness of body language, and attention to detail as you interact
with others via the telephone can make all the difference. |