I work as a receptionist/swtichboard operator, and today has been a very bad day indeed. I'm getting into trouble because of some phone calls that have been coming into the office.
The first call that's been causing problems is an elderly client who needs to speak to one of my co-workers urgently. I've sent him e-mails and even told him in person to call her back ASAP but she keeps calling and saying he still hasn't gotten in touch with her! The last time she called, I made double sure he was in his office before I transfered the call. HE STILL DIDN'T PICK UP! And I'm pretty sure the client is blaming ME for it!
Here's the second problem. Anytime I'm away from the phones, I push a button that makes calls ring to other people in the office so that they can answer for me. I've made double sure that I've done this all day today. A very big and important client claimed he called twice this morning and no one ever answered. Guess who's to blame? ME!
What's going on? What do I do?!
2007-11-28 04:44:13 · 7 answers · asked by Anonymous in Society & Culture ➔ Etiquette
Also, my boss is the one who informed me and is getting on to me about the second problem.
2007-11-28 04:50:13 · update #1
The second client never talked to me, he apparently talked to someone else about the phone. That someone else to my boss, who then told me.
2007-11-28 05:04:06 · update #2
*told*, not "to"
2007-11-28 05:04:28 · update #3
I'd cc your boss on any email you are sending to the coworker not answering his phone!!! Make sure the guy knows you're on to him by informing your boss.
It could be too that the client who is calling (elderly person) isn't being patient enough to wait for someone to resolve the problem (been there, done that). You might be able to smooth some ruffled feathers by asking the client exactly what the problem is and saying that you will ask why it is taking so long to get the answer.
About the big important client, do the same. Ask for a detail of the question he has and reassure him that it is being taken care of. If that doesn't help, forward the call to your boss?
2007-11-28 04:54:45 · answer #1 · answered by keyz 4 · 7⤊ 1⤋
OK make an appointment with your boss to discuss this problem thoroughly and to come up with a workable solution to it.
It always helps to come to the table with a solution of your own so your boss sees that you're taking it seriously.
Ask for designated relief so you have the opportunity to take a break or out to lunch. That way if the phone is unanswered during those appointed times it will fall on someone else.
As for others not returning calls - document the times that Mrs Nesselrode or Mr. Got-rocks calls - especially complaining that Joe Sharksky hasn't returned calls.
All you can say to Mrs. Nesselrode and Mr. Got-rocks is how concerned you are that Mr. Sharksky hasn't returned their calls and maybe someone else could help them... If that's not acceptable, then explain gently that you'll make sure that Mr. Sharksky gets their message and how urgent it is.
Document this - make sure your boss knows that Mr. Sharksky isn't returning calls.
And more importantly, make sure you're not wasting a lot of time doing nothing - or taking unnessairy breaks or long lunches.
Document document document.
2007-11-28 05:37:14 · answer #2 · answered by Barbara B 7 · 1⤊ 0⤋
I would ask your boss to set aside a few minutes to sit down with you this afternoon. Tell him what you've told us - that clients are getting angry because their calls aren't getting answered when you transfer them and no one is returning their calls either. Say, I know that I can't help the client with their problem or question, but I end up bearing the brunt of their anger. I'd hate for them to lose faith in the company because the only person they can get ahold of is me!
Then tell him that you spend nearly the whole day at your desk and try not to be away long when you do need to step away. You're always careful to push the away button, but the coworkers who should be covering apparently aren't. Say you're not trying to make waves, but again, the receptionist is the first line of contact for the company and that is an important first impression - and when they can't get through it's a problem.
Then ask, Could he please help you by addressing these problems with the involved people? Again, you're not trying to get anyone upset, but you're concerned for this communication gap.
Good luck!
2007-11-28 04:56:33 · answer #3 · answered by Anonymous · 4⤊ 1⤋
Explain to your boss what happened. I'm not sure how advanced your phone system is, but at my job they can tell if the phone rang at someones desk and it the call was answered or missed. You have e-mail evidence of the first instance and you cannot control if an employee refuses to take a call. Next time you leave your desk, push the button and make sure your back up is at their desk before you leave to tell them you are stepping away.
2007-11-28 05:05:35 · answer #4 · answered by Anonymous · 2⤊ 1⤋
My suggestion is to keep a log of the phone calls, detailing times, names, and who the calls were transferred to. The log should also contain the times you left your desk and when you put the phones system on cycle mode. Also, try sending emails to the coworkers alerting them to the calls. When your boss asks you about the "problems", have a copy of the log ready for him and keep your cool. When you're right, you're right. Do not sign any write-ups, especially if they are wrong. You might also suggest that there may be a problem with the phone system.
2007-11-28 05:08:59 · answer #5 · answered by Mr. Len 5 · 2⤊ 1⤋
tell your boos about your problem
2007-11-28 04:48:14 · answer #6 · answered by ;) 5 · 0⤊ 1⤋
GET OFF THE INTERNET AND DO YOUR JOB !
2007-11-28 05:14:23 · answer #7 · answered by dddbbb 6 · 0⤊ 6⤋