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May I vent?
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May I vent?
Discuss workforce management, performance management, retention, communication, motivation, contributing to business results and other topics.
You know that receptionist of mine? The one who never showed up? Well, since I put her on written warning (thanks for all your help with that) she shows up, but now we have a new problem. She has no p
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Forums » Topic Forums » General Forum » May I vent?
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May I vent?
posted at 9/22/1999 8:48 PM EDT
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Posts: 399
First: 6/21/1999 Last: 9/14/2005 |
You know that receptionist of mine? The one who never showed up? Well, since I put her on written warning (thanks for all your help with that) she shows up, but now we have a new problem. She has no phone skills. Guess we never noticed when she was only showing up half the time. (Hey, I inherited her, I didn't hire her.) Can anyone recommend a book or a seminar that will teach her basic telephone skills, such as, get the name of the caller, say, "Excuse me," instead of, "Who?" you know, things like that? |
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May I vent?
posted at 9/23/1999 2:29 AM EDT
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Posts: 31
First: 6/30/1999 Last: 10/7/1999 |
I had to go back and review your posts about this employee. She's the single parent who the president won't fire, right? At least she's showing up on a regular basis now. That's a good sign. Anyway, the skills she lacks are so basic that few (if any) books have actually been written to outline ordinary, common sense behaviors and basic courtesies, such as answering the phone, not saying "huh" or "who", etc.
I suggest that you create a "skill sheet" that can be posted in front of her at the reception desk. Clearly enumerate each separate skill. For example (1) "Say excuse me, not what, huh, or who." (2) "Take a complete phone message. Include name, number, time of call, and message. (3) If you receive more than one call at a time, put the first caller on hold and answer.....etc." You know what I'm saying. Make certain she always refers to the sheet, until it becomes a habit. You can always add new items to the "skill sheet", as necessary. It would be so easy to replace her with someone (almost anyone) who has basic office knowledge. The president still won't fire her? |
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May I vent?
posted at 9/23/1999 5:20 AM EDT
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Posts: 99
First: 6/22/1999 Last: 12/11/2001 |
I agree with Lynne, what is it that keeps her there anyway? If she can't fulfill the duties/responsibilities of the position, the cost of your time to train her or to send her to a seminar/class to get the training outweigh the cost to replace her. I shudder to think what she says when an executive tells her he doesn't want to take a certain call---is she honest with the caller and tells him/her "Ms. X doesn't want to talk with you"?!!! Or does she transfer a call without announcing it?
There are receptionist seminars out there, you might try American Management Association. They give the basics but for $150 or so seminar fee plus her time and costs to travel and reimburse her meal, you'd still be better off getting a replacement. At least you have our shoulders to cry on! Good luck in this madcap adventure! |
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