New job working on reception

Hi, is there anyone working on reception? I've just started a new job on reception, and it's been really busy and I haven't had proper training, I've just been watching the other receptionist but I feel completely out of my depth. I answered the phone for the first time and did a terrible job, I just didn't know what to say. Every phone call is a different question I wouldn't know the answer to (I'm listening to the other receptionist) and I'm really worried. I've never been good on the phone and with people but I really wanted this job. Does anyone have tips? It's also the phrases/scripts that I'm not very familiar with, but also the policies and procedures of the business that I just don't know yet. I feel like once I start answering the phone more frequently will have to put everyone on hold all the time while I find someone who can deal with it Persevere

  • nice contribution

  • Hi,

    This does sound very stressful. Have you informed your employer you have autism or did you not feel it appropriate.

    From the beginning it sounds like a lot of stimulation, uncertainty and change, i wonder if it would be helpful for you to talk with your boss about reasonable adjustments. i.e.. the permission to ask direct questions and anything else clearly explained.

  • no 4 is a good one 

    hi Tigerbalm

    these are all good tips from BassFace

    and excellent advice

  • I once did a holiday job calling alumni for donations to the university and it was the most stressful thing I've ever done... My tips are

    1. write scripts and flowcharts, ask the other receptionist to tell you the procedures. It's not your fault that you don't know what to say if they haven't trained you.

    2. Practise a polite sentence to say that you need to ask your supervisor and sorry for the wait. Most people will be pleased that you are taking their request seriously so they shouldn't mind.

    3. Pretend to be relaxed and cheerful (smile, like Aidie said) because it will make your voice sound friendly. It's fine to be really fake because you'll probably never see them in real life and they don't know what you look like.

    4. doodle if it makes you calmer (they can't see you :) )

  • The modern efficient business thing is to only keep people on the line if they are likely to purchase something. Otherwise take details and say someone will get back to them

  • rule 1 of tele work

    smile when talking if u can with your mouth or/and eyes   -------------  this works its been measured :)  :)

    draw a smiley face on a postit and stik it where u can see it

    use "Please", "Thank You"  all the time.

    Use the persons name especially if they ring back regularly/again

    by smart in appearance, polite, and

    SMILE when on telephone

  • Thank you. They are not expecting me to do reception on my own yet, I'm mostly just shadowing but because of Covid they are very understaffed so I get the sense that it would be a massive relief for everyone if I could take on reception so I want to learn as quickly as possible but it's so much to take in 

  • Thank you, I will do that. When I get nervous my brain switches off and then I forget how to do things even if I would have known exactly what to say if I'd practised it in my head. It's very sttressful :( I've started writing down details I will need to know but there is so much to learn it's really overwhelming

  • Develop an algorithm for answering the phone.

    who do have to pass people to

    what subjects do they each deal with 

    do they want to speak or just provide sales,/ Services 

    is this an immediate urgent issue or do you take down the problem details and say someone will phone you back

     What sort of business is it?

    do they want to sell their product ?

    what have they told you to do

  • Ask the receptionist to write down the thing you say when you answer the phone, I used to work for an opticians answer I had my answering script taped above the phone, I still use it for answering the phone at other work places.

    Then, if you feel comfortable ask them to write down the answers to the top 5 questions (or how to find the answer if it's "can you check what type of bed is in my room), write those in a notepad.

    With that new knowledge every time you learn something new write the question and answer in the notepad.

    Don't be afraid to politely tell the caller that you're getting help because you're in training.