An Experience...
At work they have been training me to be a backup for the receptionist in case he has to be gone for more than a day or two at a time. I spent the last three mornings going through the training process of how to enter the schedule (changes, absences, etc) and various other tasks.
This afternoon the receptionist had to leave early, so he had me watch the desk for him the rest of the afternoon. No biggie, right? Everything started out pretty slow for me. I did take the time to clean out my e-mails and sort some of them into folders...and then the phone started to ring! I had a few calls to report that they weren't going to be in or they were going to be late...I had no problem there, I just entered them into the log like I needed to. The problem lied within trying to transfer calls...
Up until today, I had transferred one call...EVER! If it was a simple transfer to someone that I knew their extension number, I had no problems with that. When it came to transferring a call to someone that I didn't know their extension, then I had issues! I know where most of the supervisors sit when they are prepping before their shift or while they are working, but I have NO CLUE what extension number that desk is. I also figured out that the name stored in the on-phone directory and auxiliary pad doesn't necessarily match up to the proper number. On the auxiliary pad I also figured out that even if there is just one name on a line, it does matter if you hit the button on the left or the button on the right side depending on which page you are on.
All-in-all, I don't think I did a horrible, terrible job...BUT I do know if I'm going to be holding down the fort again, I need to have an accurate listing of extensions and where they go to. In the midst of all of this I dialed a wrong extension, obviously misheard the correct extension for the person I was looking for, transferred the call, and figured out it was the wrong extension when I heard the conference room phone ringing (and that's not where call was suppose to go...and it is also a speaker phone only).
I'll just have to see what tomorrow brings... If I'm doing that again tomorrow I need to be a little bit more prepared! I will definitely have a couple of stories to tell the receptionist tomorrow!
This afternoon the receptionist had to leave early, so he had me watch the desk for him the rest of the afternoon. No biggie, right? Everything started out pretty slow for me. I did take the time to clean out my e-mails and sort some of them into folders...and then the phone started to ring! I had a few calls to report that they weren't going to be in or they were going to be late...I had no problem there, I just entered them into the log like I needed to. The problem lied within trying to transfer calls...
Up until today, I had transferred one call...EVER! If it was a simple transfer to someone that I knew their extension number, I had no problems with that. When it came to transferring a call to someone that I didn't know their extension, then I had issues! I know where most of the supervisors sit when they are prepping before their shift or while they are working, but I have NO CLUE what extension number that desk is. I also figured out that the name stored in the on-phone directory and auxiliary pad doesn't necessarily match up to the proper number. On the auxiliary pad I also figured out that even if there is just one name on a line, it does matter if you hit the button on the left or the button on the right side depending on which page you are on.
All-in-all, I don't think I did a horrible, terrible job...BUT I do know if I'm going to be holding down the fort again, I need to have an accurate listing of extensions and where they go to. In the midst of all of this I dialed a wrong extension, obviously misheard the correct extension for the person I was looking for, transferred the call, and figured out it was the wrong extension when I heard the conference room phone ringing (and that's not where call was suppose to go...and it is also a speaker phone only).
I'll just have to see what tomorrow brings... If I'm doing that again tomorrow I need to be a little bit more prepared! I will definitely have a couple of stories to tell the receptionist tomorrow!
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