Ask Miss Smartypants - May 10, 2010

Art: Nina Charest

Dear Miss Smartypants,

So, you know how people think it's really rude to be all, "Not my job"? What if it's really not my job? I'm a receptionist at a big company, which pretty much just means that I answer the phone and direct calls. That's all I was really trained to do. But sometimes people just can't wait to start bitching, so they start bitching at me. But I can't help them! All I really want them to do it shut up, so I can find the right person for them to talk to. For the life of me, I can't figure out the right thing to say when these people just start blathering on. Any ideas?

"Please Hold" Doesn't Always Cut It

Dear Hold,

First off, try to remember this: some people just need to bitch. Some people will be pissed that they just bitched for however many minutes to someone who can't help them, but some people just need to get it off their chests, to feel like someone else gets it, to know that they are talking to a human before going on hold. That said, you may be able to break the cycle. Seize on any opportunity to ask a question. Let's say the person starts complaining about a messed up order. So it's "My order is wrong again! I order the same damn thing every time, and every time it gets screwed up!" Even if you have to interrupt, ask, "What did you order, sir?" or "Could I please have your order number, sir?" Throw out some helpful soundbites like, "I'd like to help you get to the bottom of this, but I need your order number first. Do you have it handy?" Make the person on the other end feel like you are there to help, even if you know you are just going to end up transferring the call. Another good question to ask just as soon as you can is if the caller regularly deals with someone else. Perhaps the person just doesn't know the right extension or worked up a head of steam too quickly to wait to get connected. Even if the caller doesn't know the right name, you might be able to get enough information to figure it out. Usually if you can get the person to stop for one question, they stop, full stop. This last trick doesn't always work, but it could get you out of a few sticky situations: stop making any sound. Don't interrupt, no "sir" or "ma'am," no generic "mm-hmm"s. Sometimes the caller will realize that nothing is happening and pause in the rant to ensure that you are still there. It's your in to get the info you need to redirect the call.

Transferring you now,

Miss Smartypants

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