All the time I have people calling who are very poor at English and often respond to ‘can I ask who’s calling’ with the person they are trying to reach.
This happens a couple times a week I probably take about 50 calls per day.
Any other ways you can think of that are short and clear and not too blunt for example (who are you, who is on the phone)
Obviously as the receptionist I have to maintain a polite/professional manner and I’ve been doing this work just 1 month away from a year so I’m fairly experienced with it.
Also, do you think its OK as a call handler (I start with good morning/afternoon [company name] how can I help?) to say, ‘just hold on a sec’ when I put them on hold and direct them to the correct extension?
I often slip into a more casual style of talking when being on the phone for a while.
I was once disciplined because I took the phone away from my mouth and said ‘OBVIOUSLY’ and returned to the call and to my dismay, was confronted by the caller about it (she was a bitch, trust me) and a letter of complaint was written in.
Ravenman and Moonlitherial have already nailed this one. I don’t think I have ever failed with “May I have your name please?”.
It’s not best practice and if I were your supervisor I would probably call you out on it (though it does depend on the company and their policy - I work in finance where it is quite strict), but it’s not the worst thing I’ve heard people say. “One moment please”, “would you mind holding please”, or even just “please hold” are all better and just as easy.
Unfortunately, when mistakes like this happen it is almost invariably with a client/customer who will take offence and make a big fuss!
It sounds like a problem with non-native speakers not understanding the question.
You are allowed to allowed to be more direct and still remain polite.
If it’s obvious that they are having difficulty understanding you and reply with the person they are calling you are allowed to say:
“Yes, you would like to speak to Mary Smith. What is your name, please?” ALWAYS say the second second sentence brightly.
For native speakers of English, this is impolite because it’s too direct and informal. Telephone conversations are more formal than normal conversations, which is why saying “just a sec” is unprofessional. You are not friends with the people who are calling. They are to be treated with respect.
You are never allowed to be sarcastic even with the worst of the customers. If someone is abusive, follow your company’s policy, but if they are simply being a pain, putting up with them is part of the job.
Also, NEVER say “obviously” with the mute button on. It may not really be on. “Obviously” is saved for after you hang up.
