A customer / client services dilemma. Food for thought and discussion.
A real story and example to think about. I recently walked into a firm of solicitors, where I had an appointment for a specific time.
As I approached the receptionist at the desk and began to introduce myself her telephone rang. Ignoring me she answered the phone and dealt with the call. As soon as the call was finished I began to introduce myself again. Guess what? The phone rang again … and she answered it again! This actually happened seven times before I was able to get my introduction in, by which time I was running late for my appointment and feeling irritated.
So my question is this … who should the receptionist give priority to? The customer or client in reception standing in front of her, or the telephone call from an unknown source?
Please comment below with your thoughts and ideas?