Do's & Don't - A Receptionist's Request

Miscellaneous and Personal Stuff I Must Share
21

When you call to complain and I tell you we are not the office that handles such matters, do not ask or order me to personally intercede on your behalf with the correct one. I am not familiar with your circumstances. I do not know anybody over there. They do not know me. I have no authority to launch an investigation or boss around the employees of a totally different office. And no, I am not going to “slip your file to somebody, anybody.” (Believe it or not, I don’t mind helping you find the right agency.)

We do not break change! Okay?! We have two signs specifically telling you this! I love it when you guys come right up to the security glass and stare pointedly at my nose so you can pretend like you don’t see the sign!

We do not let people off the street use our business phones, either! If you knew you needed to call Mom for a ride home, you should have brought quarters for the pay phone!

True-life incident:
LADY: I want to use your telephone.
ME: I’m sorry, our phones are for use by the office only. There is a pay phone just outside.
LADY: [rolling her eyes] But there’s somebody on it right now and I don’t want to wait!

NOR DO WE GIVE OUT FREE MONEY, DAMMIT.

Another real-life incident:
LADY: [waving a five-dollar bill] Excuse me. You got a dollar?
ME: I’m sorry, we don’t give out change. There’s a change machine upstairs, though.
LADY: [in an “Are you stupid?!” tone of voice] Yeah, but I don’t want to break my five.
ME: [as it dawns on me] I am not going to give you a dollar.
LADY: [shoots me a disgusted look and storms out]

Please do not address me as “girlie” or “babe,” even if it’s friendly parlance wherever you’re from.

If you start off your call with a stream of profanity, do not be surprised if warmth does not flow like treacle from me when you finally let me start asking questions to see if our office can assist you. I will actually attempt to help even certifiably crazy people to the best of my abilities as long as they are not rude or belligerent.

I’m depressed I have to mention this, but please do not eat while you’re talking on the phone. It’s a rule of basic phone etiquette and it shocks me when other professionals call and I can hear the hard candy rattling against their teeth or the big, wet mouthfuls of sandwich squooshing around. It’s nasty.

22

Oops… Sorry about the OT bits dealing with walk-ins!

23

See, this cracks me up. I’ve never understood why people feel the need to find out who called on their caller ID. When an unfamiliar number shows up on my ID once or twice, I don’t get so curious to call and find out why they called. I figure they would have left a message if it was important, or maybe it was a wrong number.

However, one time a number showed up on my ID about ten times in one week, with no message being left. Then I called and told the lady (who was calling from her home to fundraise) not to call any more. But that was a personal home number, not a company. I wouldn’t call a company for the exact reason Lady Venom mentioned.

24

The line “May I take a message?” does not mean “Please give me your life story, with seven variations.” A name, number, and what the call is in reference to is more than enough.

Don’t say “He has it” when I ask for the number. Most of time, he doesn’t.

I can only do what I am authorized to do by people in the company. “Well, so-and-so said” doesn’t work. I’m still going to check.

If I am walking down the street, I do not know if so-and-so is in the office, if he got your paperwork, when he is going to be in, or anything else related to the office. If I were that physic, I’d be playing the lottery.

25

You know, it’s funny. In today’s society practically everyone does work over the telephone at one point or another and in one way or another. I would think that with so many of us working over the phone we’d start to have a little empathy for the other person on the line after a while when we’re the customer … Seriously, if you can’t remember any of the rules posted above at least remember the Golden Rule and life will be a lot easier for you and everyone around you … Of course I’m probably preaching to the choir here; the asshats who really need to know this probably can’t read, let alone read the SDMB …

26

No longer a receptionist (thank God) but a couple other things that used to bother me when I was:

[ul]
[li] Do not talk to me on speakerphone. This is rude.[/li][li] If you must get your secretary to place the call for you, make sure she knows that when I answer she is to say “Hello, this is ___'s office” and not just “Can you hold for a call please?” . This is beyond rude and into the realms of shocking.[/li][li] Do not ask me to check and see if your fax is there. The fax machine could be all the way across the building for all you know.[/li][li] Do not ask me to do anything that will require me getting up from my desk (and thus leaving the phones unattended). I can’t do that.[/li][li] Do not expect me to recognise your name, even if you’re the CEO’s wife. I might be new, or a temp, you know?[/li][/ul]

To my co-workers: if you page someone, for God’s sake let me know. Otherwise I will have to go through the hassle (described above) of trying to figure out which of our however-many employees was trying to reach the person now calling me back.

(I couldn’t care less if someone who realises they dialled the wrong number just hangs up on me without saying “sorry wrong number”, though.)

27

This doesn’t tend to fall on receptionists too often, but as a general rule:

PLEASE make sure you have a pen or pencil and some paper handy before you dial. I know that these things have a tendency to wander away from the phone. All the more reason to check that you have them within reach before you call. All those little requests to “wait a minute, let me find a pen” add up, and tie up the phone for other customers.

28

Another former receptionist here. I’ll go on welfare before I’ll be a receptionist again. You have my sympathy and empathy.

Two things to add to the list:

I know you’ve either been a) legitimately working hard all morning, or b) playing on the internet all morning, and I’m sorry you forgot to call so-and-so and just remembered now that everyone has gone to lunch, but could you please realize that lunch is traditionally between 12 and 1 and it’s almost fruitless to call then, unless you have previously arranged to do so with your contact? And when you call at 12:05 and your contact is out to lunch, do not call back at exactly 1 o’clock, give it till 1:15. Finally, do not give me a run down of why it’s important to talk to someone who is unavailable. I do not give a shit and there is nothing I can do.

29

And another thing … I’m sorry so-and-so isn’t returning any of your messages, but all I can do is transfer you to their voice mail so that you can leave another. I can’t go and strap them down and force them to take your call. Quit yelling at me about it.

30

Do not ask me for a phone number and, when I start to give it, say “Hold on till I find a pen.” I have every pertinent phone number in the company memorized (no small feat), so I do not have to look them up.

Do not say “Hello, Annie” and then start talking without identifying yourself. Yes, you know who I am cause I always answer the phone. However, you are not on my mind 24 hours a day, and I hate having to say “I’m sorry, but WHO am I talking to?”

31

If you are in sales, any call could be a prospective customer. It only takes a minute to find out.

32

I’m not a receptionist, but I do most of my work over the phone…

When you leave a message on my voicemail, please don’t leave only your first name and a request to call you back. The chance that I’m going to recognize your voice among the other 80 or so people I’ve called/talked to in the past few days is small, and the chances are even less if you’re someone I haven’t talked to in the past few days but in fact are someone that I talked to once about 6 months ago. (Note: The people who do this most also have names like “Mary”, “Bill” and “Dave”, while I’ve talked to 8 Marys, 4 Bills and 17 Daves who might be calling me back.) Give me a phone number! Or your account number (I can look up your account and GET your phone number, then*)! Or at least the name of your company!

*This doesn’t work, by the way, if you’ve given us the wrong phone number to put on your account.

33

I don’t understand what you are talking about, amarone. Customers call you at your house?

I was describing a situation like, when somebody is at their house, checks their caller ID and sees an unfamiliar number. They then call that number to find out who called them and why. This is what I find amusing. I’m not sure what you are describing.

34

I forgot another thing…

When someone is out of the office, and you ask for their voicemail, don’t ring back to my office to repeat exactly what you just said on that persons voicemail, and make me promise that I will deliver the message in person, as well as remind them they have a message.

Oh and if the greeting on someones voicemail says that they will be out of the office, or their out-of-office reply on their email is on, please don’t ask me where that person is. It’s none of your business.

35

Neither you nor the OP mentioned anything about it being a call to your house. The caller could have picked up the number from any of several places - my phone at work has caller ID and will register a caller. Ditto my cell phone. And anyway, a lot of sales people do work from home. I’m not a sales person, by the way, but I do have customers calling me at home on occasion.

36

[QUOTE]
*Originally posted by Lady Venom *
**[li]Do Not call and say “Uh yea, this number was on my phone, someone from there just called me?” There are over 100 employees here. All but 6 are men. I really have no idea who called you. **[/li][/QUOTE]
Oh, yes! I used to be a receptionist for an insurance agency and this drove me nuts. It was quite a few years ago, when Caller ID was fairly new and every paranoid jerk had just gotten it. The salesmen would call them, they’d be screening calls, and then would call us back, very indignantly with, “Who are you? Why did you call me? What do you want?!?”
It made me HATE Caller ID.

All you other points are quite valid, too, especially the kids and husbands and wives calling their parents and spouses constantly. :rolleyes:

37

Sorry, amarone, I assumed from the OP that is was Joe Schmoe calling from home to see who had called him. I’m still referring to that particular situation and not a business to business call.

38

Another thing, as a former receptionist for a doctor. PLEASE don’t start yelling about your bill at me. Ask for the appropriate person.

39

Just because I answered the phone doesn’t mean I am some lowly serf to piss on.
I might be the senior consultant you need to answer your question. I will not be amused when you are nasty to the “receptionist” and nice when I pick up my phone.

I pick up the main line because I care about our customers. I don’t want anyone to not get through during business hours.

40

Speaking of professional phone etiquette, when giving your phone number over voicemail, please enunciate it clearly and s-l-o-w-l-y. There is nothing as hard to understand over voicemail as a phone number rattled off as fast as you can. Make a conscious effort to slow your voice down and say each number clearly if you really want a call back. If I can’t understand the number, I ain’t calling. Real simple.

Oh, and one more thing about leaving messages at work; please, for the love of all that is holy in this world, leave a message that tells me why you called and what you want me to do about it. “Hi, Jane here. I’m looking for an invoice. Call me back.” just DOESN’T CUT IT!!! If you want to save both of us a lot of time and aggravation, leave me a decent message chockfull of pertinent information, and I can work on your request before I even call you back. Amazing how that can work, isn’t it?