subject: Tips For Business Receptionists: How To Manage Caller Expectations [print this page] The best business receptionists and live answering service employees know that setting great expectations for callers can enhance their overall customer service experience. When you're not sure of the answer, avoid over-promising when possible. If you set great expectations from the beginning, you'll make your employer look good and keep your callers happy! The next time you're asked one of these questions, deflect with tact:
"May I hold for her, please?" If you work for a virtual answering service, holding for a client probably isn't an option. Since you're working remotely, you can't be sure where the other party is, nor do you want to bill them for what could be a minutes-long call.
Even if you're on-site, and you can see that the person they're calling for is just on the other line, there's no telling how long that call may last. The last thing you want is to waste your caller's time (or yours) by keeping them on the line.
When you don't know for certain when the other party will be available, steer the caller in the right direction and offer to take a message: "I'm not certain when Mary will be off the phone, and I'd hate to have you wait for long. May I take a message and have her return your call when she's available?"
"When can I expect a return call?" If your employer usually checks her messages and makes return calls at certain times each day, and they'd like you to relay that time frame, by all means, let your caller know! Remember to use words like "typically," "generally," or "usually": "She generally returns calls after 3:00. Would that work for you?"
If you're not sure when she'll be available for a return call, that's ok! Clairvoyance is not a job requirement, although offering to help them connect may make your caller's day a little easier. A response beginning in "She keeps her own schedule" can help you avoid negative phrases like "I don't know" and "I'm not sure." It's also a great way to segue into taking a message: "She keeps her own schedule, but she'll be happy to return your call as soon as she can. Is there a time that works best for you?"
"When will he be in?" Unless you are authorized to access the other party's calendar, you probably won't know the answer with 100 percent certainty. And even if you expect someone back at a certain time, you don't know if they will be delayed by a traffic jam or waylaid by an old friend on their way back to the office. As with return calls, "She keeps her own schedule" and an offer of assistance can be a wonderful way to deflect while still being helpful.
Bonus: Avoid saying, "She's on the other line at the moment" to callers. Whether you're an in-house or a remote receptionist, you may reach a busy signal when trying someone's line. Letting the caller know may set them up to think that they'll receive a call back when the client is off that call. However, you don't necessarily know how long that call will last, nor if they have something else planned afterwards (another call, a meeting, sending some info to their caller, etc.). Instead, let callers know, "Suzie is away from her desk at the moment" or "Brian's away from his line at the moment, but I would be happy to take a message or offer you his voicemail."
In addition to the above, be sure to check with your boss as to his or her preferred method of contact. Some folks thrive on email, some prefer written messages from their receptionist or call answering service, and still others check their voicemail with Swiss-watch precision. Feel free to relay this info to callers with a simple, "It looks like Bob's away from his desk at the moment, and he's usually better reached by email. Would you like his email address?" Your callers will appreciate the heads up!
