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| *Ostroff, Fair and Company>>>Administrative and Office Support |
If people refuse to take a call I am transfering to them what should I do? |
I'm working reception and some calls are refused and the caller gets really upset and won't take voice mail or hang up. What should I do with these calls? Well, don't tell them their call was refused! (LOL) When I put the person on hold, I tell them I will see if I can find the person they want. I don't tell them if that person is in or not - how would I know if they have stepped away from their desk? When someone refuses the call, what I do is just tell them that person is unavailable - would they like to leave a voicemail? If not, unless you are encouraged to take written messages, it is on the caller to try calling back. You can suggest that to them. Don't take written messages unless your company is set up for that - you don't want to take a pile of notes that no one ever sees! Best of luck! Give the caller the option of leaving a voice mail; if they refuse this option, ask the caller if they would like for you to take a message. Even in this day and age, some people prefer talking to a live operator than to a machine. I have worked in professional communications for many years. I love it! Take their name/number and shove it in the guy's face who should have taken the call Say "The person you requested is away from their desk/is unav available, can I transfer you to voicemail?" If they say no, say you can send the employee an (email) message but do not know when they will be able to get back to them. If they still refuse say that you're sorry but those are the only available options and if there is nothing else you can help them with you will be terminating the call. dont tell the caller you are transferring to the person only say you are transferring to their extension so people dont know their call is refused. Relax and forget it. I've seen situations where the recipient refuses or doesn't bother rteturning calls. I've also seen cases where the caller complains to the person who oesn't want to hear complaints, and the recipient is suddenly history. |
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