A customer / client services dilemma. Food for thought and discussion.
A real story and example to think about herunterladen. 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 funny videos for free. Ignoring me she answered the phone and dealt with the call. As soon as the call was finished I began to introduce myself again arrows to download. 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 herunterladen.
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 fotomix deutsch herunterladen?
Absurdly simple. You should have been dealt with before the first phone call. At the very least, immediately after the first call.
How strange.
Ian – if you read this, I’ve been to your seminars. You talk a lot of sense, most of the time!
It is indeed a good question!
A similar thing happened to me, however, in reverse!
I was away on business and having just checked into a hotel I went to my room and exhaustedly flopped onto the bed. I realised that I was too tired to venture downstairs to the restaurant, so instead, I called down to reception so that I could order room service, however, no one answered the phone.
Despite trying several times over the next 30 minutes the phone simply rang and rang.
Finally, feeling frustrated I went downstairs, walked through to reception and said, “excuse me is the phone working in room 146?”
“Yes sir”, they replied.
Well I have been trying to get through to you for the last half and hour and no one has picked up.
Their response was as follows, “Well we have been very busy with check-ins and how would you have liked it if we had answered the phone to someone else whilst you were checking in?”
Therefore, I repeat… this is a good question!
There is no priority. Every caller is equally entitled. The only solution is to ensure that there are separate people dealing with phone calls and personal calls.
I don’t think that there is a right or wrong answer here. I think it is probably a staffing resource issue which needs to change. If the reception is too busy to deal with visitors, because of the phone ringing, then there possibly needs to be more manpower on reception, or a different person to deal with phone calls