It's Not Helpful to be Difficult...And a Quiz!

I know it's been a very long time since I've posted. I do apologize, but I felt most everything you need to know to properly use a phone and speak to people that answer phones was covered fairly thoroughly.

I just had a call though that prompted the need for a new post.

Let me just give you a brief rundown of how many front desk/greeter/receptionist positions work. I grant you this is not the case in all business establishments, as evidenced by the extreme lack of awareness demonstrated regularly in the calls I receive. Clearly my blog needs to be more widely circulated.

A receptionist may have many duties. In addition to the obvious duty of answering the phone (and she/he may or may not be the only person tasked with answering said phone), she/he may also be expected to greet clients (more than likely this is in fact the case), as well as general office duties such as sorting mail, filing, accepting packages and any other such thing that no one else feels they should need to do-yet knows needs to get done. Depending on the company, that can add up to a lot of additional work. What I'm trying to say here is that a receptionist/switchboard operator does not have time for you to be a stubborn pouty mule. If only because there is likely another call ringing, and we'd like to be able to transfer that call.

Our job is not to be abused by unhappy people. I'm sure that's what you had children for. We often cannot do more for you than transfer your call. You're tirade or rude tones or what have you are unhelpful to all involved. Not helpful to me, or to the other people holding or hearing the line ring and ring, and certainly not helpful to yourself.

Would you like to know why you are not helping yourself? I knew you did! Read on...

A receptionist tends to have a large vocabulary. I know this may seem surprising as mostly what you hear in your interactions with one of our breed is "Thank you for calling (insert company name here). How may I direct your call?" We actually have a full grasp of the English language. Shocking you say? Proof you demand? Well, I've managed to string a bunch of words together here on this very webpage, and you're able to comprehend what is written! I also know how to verbalize these words, and I know most other receptionists are perfectly capable of this as well.

Where I'm getting at with this is if you are calling a small to mediumish firm, and you abuse the receptionist/switchboard operator, there is a very good chance said abused phone operator is going to tell the person you are attempting to reach, or the person that can help you with whatever you seem to be upset over, that you are rude and were mean to us.

Put another way? We're going to tell on you for being a big jerk. This is unhelpful to you because most people in an office are fairly protective of their support staff, and often have an especially soft spot for...get  ready for this...THE RECEPTIONIST! So, when they're told you were out of line in your treatment of someone they are protective of, do you really think that is going to get you the result you want? Are you familiar with the phrase "You catch more flies with honey"? It's true. Actually, I have no idea if that's a fact. But when used as a metaphor, it's totally true.

Let me give you two sample conversations below. There will be a test at the end. In order to pass, you must answer only one question correctly. The catch? There's only one question on the test. If needed, reread the above and you should be able to ace this test! It's worth your whole grade for this class.

Example #1:
Receptionist/Switchboard: Thank you for calling _________. How may I direct your call?
You: Yeah. Gimme so and so.
R/SB: One moment
You: (Holding for a moment)
R/SB: I do apologize, _______ is not answering his/her line. May I take a message? (note, even in this day and age, not everyone maintains a voicemail box, so if someone offers to take a message, you should assume voicemail is not an option.)
You: (non pleasant tone) Yeah, no. Is ________ even in the office today?!
R/SB: _________ is in, he/she is just not answering his/her line. I'd be happy to take a message.
You: (same non pleasant tone) Yeah. I'm sure you would. So you're probably NOWHERE NEAR ________'s office right?!
R/SB: No unfortunately I'm not.
You: (even more non pleasant tone) Are you even in the same BUILDING?!?!?!
R/SB: Yes I am. I'll be HAPPY to take a message for you.
You: (same more non pleasant tone) Yeah. (prolonged silence) What are our options here?!
R/SB: Again, I will be happy to take a message however I do need you to hold as I have other calls coming in.
You: (you do not get an option to respond as you were immediately put on hold)
R/SB: Thank you for holding. As I said, I'll be happy to take a message.
You: (same more non pleasant tone) Yeah. (prolonged silence) Fine tell ________ that ________ called!
R/SB: And your number?
You: (same more non pleasant tone and speaking very slowly as if teaching a toddler how to count to 10 for the bajillionth time) (123) 456-7891
R/SB: I will let him know.
You: AND...!
R/SB: Disconnects call

Example #2
Receptionist/Switchboard: Thank you for calling _________. How may I direct your call?
You: Yes, may I speak with so and so? Variants: Yes, so and so please or Yes, extension 1234 please.
R/SB: One moment please.
You: (Holding for a moment)
R/SB: I do apologize, _______ is not answering his/her line. May I take a message?
You: Yes. Please tell _______ that ________ called. I can be reached at (123) 456-7891.
R/SB: I will let _______ know.
You: Thank you.
End of call

Here comes the test.

Which of the above examples would be the most appropriate way to handle yourself if you are trying to reach someone but they are for some reason unavailable to speak with?

Example #1 or Example #2
(Scroll down for the answer)











If you answered Example #2, congratulations! You've chosen the correct answer! You are likely able to effectively communicate your needs over the phone. You probably have friends too.

If you answered Example #1, Unfortunately that is very much the incorrect answer.

If you chose Example #1, it is likely that you wonder why people don't like being around you (because after all, you're so great AND important!). You most likely have been called a jerk more than once in recent memory. Some advice. You need to learn how to be more respectful of others. Especially "the little people" that are so much less important than you, as they are the people that make the world go 'round.

Being rude takes a lot more effort than being nice most of the time, so once deciding it's not worth the trouble you put into being a jerk, you may find you have more energy for things like walks in the park with your family and exercise. You'll likely sleep better too. Not to mention reducing your risk of heart disease (that's an actual fact, not making it up). More people will introduce you as their friend instead of, oh yeah this is so and so ( and then mumbles to their real friend "you know, that JERK I told you about?").

Oh, and if you stop being such a terrible person, no one will think when you die "Eh. Whatever."

I am so thankful that I have had the opportunity in this entry to not only help you better learn how to effectively communicate over the phone, but also have been able to improve your status as a decent human being.