Phone Freak Out

[drgirlfriend]

Hi everyone!
I'm new here but not to the admin world. I have about 20 years of experience in everything from reception to bookkeeping. I am currently looking for work in the Houston, TX area.

Since I've been doing office work for a long time, you can guess how old I am.  What I need help with is the fact that the older I get, the more I hate jobs that are front line - a.k.a. answer the phone. It isn't merely disliking those kinds of jobs, they really stress me out. I get nervous and have trouble dealing with the person on the phone vs. a person standing there at my desk. I constantly feel interrupted and like I'm handling things wrong. No one has criticized me, but I feel lame. While looking for work I've been trying to avoid jobs that include phone answering, but most of them have that expectation. Matter of fact I had an interview for a great job a few days ago but guess what? I'd have to answer the phone for the group. Now I'm scared I'll get the job and mess it up or I won't get the job and remain broke. Am I making any sense? Can you give me some advice or tips? I'd appreciate it!

[gee4]

Hi and welcome.

That's the one job I enjoy, it allows me to be me.  While temping I have carried out many f2f receptionist roles, all of which are great confidence boosters, and of course an ideal way to meet people in the company and get to know them.

You just have to learn to relax and be polite as I am sure you are.

[peaches2160]

I agree with Gee.  YThere is a learning curve in any new role.  However, you must have confidence in yourself that no matter what comes your way, albeit phones, presentations, scheduling, find what works best for you and do it to the best of your ability.  I have a cheat sheet posted on my wall at eye level above my phone with all of the routine stuff on it.  I update it when needed.  It helps me to remember bosses VM paswd to check his VM, key contacts and their assistants, facities contacts, travel, etc.  The frequent stuff I can't keep in my head.  I have even jotted down the correct greeting to use when bosses title changed and I answer his line, or when the dept changed names...etc.  Just reminders for me.  It helps. 

Be confident and you will be a Star!

[countrigal]

Welcome to DD!

My advise is simply this... pretend that the phone is the person coming to your desk.  It appeared to me that you stated you do not have problems dealing with the person who walks up to your desk, but the phone is another issue.  So treat it like it's a person.  I always smile at the phone when I answer it, just like I do to someone walking up to my desk.  I also have kept sticky notes or cheat sheets that ensured I used the appropriate greeting, especially after a change in job or boss or titles.  Realize that you may make mistakes, but that it's not big deal, any more than it is when they are standing at your desk.  If you do make a mistake and they call you on it, acknowledge it and move on.  They don't expect you to be perfect, but it's nice to give that image if you can.  Unfortunately, I do not see a job as an Admin anywhere that will keep you from having to deal with phones at least part of the time, as it's the nature of our lives to use phones.  It also helps if the position you are taking has an SOP book that you can use.  If they don't, you can start creating one while you are learning a new position.  This should have that information new employees need to do their job.  Perhaps a employee phone listing, proper greeting for the phone, who is a directly-gets-to-bossie vs a pushy co-worker who can wait, etc.  These things help you not only with the phones, but with walk-ins as well.

Hope that helps some.... good luck on your job hunt!

[Atlanta Z3]

I had to answer the phone at one company and couldn't pronounce the company name! It was Distrubtech, I would have to break down the name Distrub   u   tech and even then it would come Dis tibb  e tech.  My boss thought it was funny and after about two weeks I could finally answer the phone properly.  In the mean time I was freaking out every time the phone rang.  I like the idea of a cheat sheet make it as encompassing as you can.  Have phone numbers handy for transfers, department information, bosses schedules (print the day from their outlook calendars).  Keep in mind you will new to the position and won't be expected to know everything at once. You might also look for a customer service book in the how to aisle it might give you some anti stage fright ideas! 
Do not be afraid to put someone on hold while you find out an answer either.  I like the phrase "May I place you on a short hold while I find that information for you?" (rather than hangjold on a minute!)  This will give you a minute to regroup gather your composure and respond fabulously!

[drgirlfriend]

Thanks to you all for the encouragement and tips! I am a big fan of the cheat sheet. I've had one for nearly every job. Few things more embarrassing than not knowing the address when someone asks! Not a big fan of the "speech" when answering the phone, but I know those happen. Maybe it's just me, but I just want to know I called the right place! If I had a dollar for every place I've worked that had zero procedural documentation I wouldn't need a job. May I steal your "hold phrase" Atlanta Z3? I just love it!

[Katie G]

drgirlfriend,

I'm probably about your age based on what you've said and your post made me think.  I've come to dread answering the phone as well.  I don't know about you, but I've found that people in general have become so rude and unreasonable anymore that nowadays there's a good chance that it's going to be an unpleasant experience.  Some days, I don't get my standard greeting out and the person on the other end is screaming and swearing at me.  It's not every caller, of course, but often enough (compared to the very small minority I dealt with 20 years ago) that when the phone rings I look at it and think, "What now?" 

Of course, I answer each call professionally and do the smile thing and try to remind myself that the person calling doesn't really care what I think or feel, they just want their world made right, but it does get tiring some days.

Not much help, but perhaps a little commiseration...  :-)