Receptionists and Inquiries

Recently I called a senior community and asked for the name of the executive director and if I could speak with them.

I was told the community did not have an administrator and then the receptionist hung up on me.

Without knowing what I wanted or needed, the conversation was ended.

The list of reasons for any telephone inquiry could be as numerous as one's imagination but it is sufficient to say, this is an unacceptable way to handle any incoming telephone call.

Customer service skill training should cover how incoming calls and questions are handled. First impressions begin with the receptionist and they have the power to build a welcoming relationship.

Perhaps I was a family member wanting to speak with the administrator regarding our upcoming move and my telephone call was so abruptly mishandled. I'd start thinking twice about selecting this community. This simply interaction would raise my antenna as to the quality of staff and care provided.

This is why periodic telephone mystery shopping is so worthwhile. It's important to audio tape a telephone call so employees can hear for themselves their customer relationship building strengths and weaknesses. We recommend using written transcriptions of telephone calls in training; these transcriptions can be highlighted for employees to see where they need improvement. Our receptionists are like athletes--they need continued education and training to be the best first impression.