General Chat

You shouldn't need training, 25 A levels or degree in rocket science to know a polite way to answer a phone!

By now this firm would be my former solicitors & a letter would be winging it's way to the partners

When I answer the phone, sometimes it's my friend calling and she always says it's only me, drop the posh voice, but first impressions mean a lot in any business.

Barbara

Julie,When i answer the phone at work i have to say.Good morning/good afternoon this is,..........this is Ann speaking how may i help you.Whats hard about that? Annie

OMG..... I've killed another thread !!

I think this is a sign of the times - employers taking on young unqualified personnel because they can pay them less and also a reflection of the lack of good manners and common courtesy which seems to prevail these days. I hate to use the worn-out phrase but........ years ago everyone was taught good manners at home by the example of their parents etc and that does not seem to be the case overall nowadays. What always strikes me is for example, on public transport. Have you ever noticed that folk over a certain age will always say 'thank-you' to the driver as they get off but the younger generation seemed to amble off the bus without a backward glance or uttering a word ? and no I am not condemning every younger person but just making a general observation.

I would say that how the staff act is a reflection of how the company act. sloppy staff, sloppy work from company (well that is what it reflects). I would change solicitors and I would tell them why.

The other thing I would say is the old adage "you pay peanuts...........!"

Suggest in a letter to senior solicitor that his staff go on a Customer services course. It is not that long since I left work and no way would that sort of reply on the phone have been acceptable.

Ann
Glos

One of my brothers is a partner in an accountants and he is always horrified when interviewing for new staff, he says even the graduates are ignorant of the correct way to behave, they cannot spell and put a letter together, and he will hire no-one rather than take someone who is not up to the required standard.

I would have lost my job had I spoken to a client like that, even when a young telephonist/receptionist at my first job, we were expected to get it right every time and be polite and pleasant.

Sad state of affairs when they can't even answer the phone politely, as for telling you someone was on the toilet, words fail me!!!

Lizx

i would change solicitors, i worked in a solicitors when i left school many years ago and no way would we have been allowed to answer the phone like that.

if thats how the receptionist answers the phone then what are the actual partners of the firm like???

Also. ( while on my soap box) last week, I booked a cinema ticket over the phone for myself and small grandaughter, which I paid for with my card. When I arrived at cinema and asked the girl for my booked tickets please,she just said " CARD?" I told her I had paid over the phone, she didnt even look at me just puffed and sighed and said " join the Queue". Its seemed such hard work for the wee lass.

Julie, that's a totally unacceptable way to speak to anyone on the phone....what on earth can the firm be thinking of employing people who have no manners? It certainly reflects badly on them, it makes them appear tobe very unprofessional.
As all of the above peeps have said, write to them, go straight to the top.

K

Have to admit, when I worked in a supermarket during college that was very keen on good customer service and presenting a good image (not a national chain, a more localised one), it did open my eyes when I shopped for other purposes to the standards (or lack of standards) in customer services in other places. (And I'm not that old either - I'm 23.)

In fact, I often find myself (if witnessing less than acceptable service in other shops) saying to whoever I'm with, "I'd have got sacked for that at Booths!". And I definitely would have been in trouble for just telling someone "call back later" - did nobody ever tell that girl about the phrase, "Can I take a message for them?".

When you think how many people with qualifications are on the dole, you would think a firm of solicitors would have the pick of the bunch.

Then again, they probably emply young girls as they can pay them less.

Thanks everyone. Ihave taken all the good advice on board and will act on it.
xx

I would move my account....
never would i tolerate that rudeness off a professional company, or shop, let alone someone who is 'privvy' to my personnal files.etc.....
I would let them know how ill-mannered thoses girls were.........we would sack someone at our place for that attitude.......

I would go straight to the top Julie. Dont mess about writing to any middle management.

ERE ERE. You are all so spot on with the staff training and reflecting on the solicitors for employing them with that kind of attitude. I think I will make a complaint.

Dont worry Vonds they will contact me once I cancel my account and my 3 insurances with them.

Wait with baited breath to hear their reply Bond.

I know. I had the same problem with the British Gas call centre yesterday. I did get the chaps name and I wrote a very nice letter to head office this morning and told them the only way I will now deal with them is by good old fashioned letter. I absolutely refuse now to call their call centre.

I also put on the letter that they have seven days to get my problem sorted or I will take my custom elsewhere.

well I certainly would complain to the solicitor when I saw him . he needs to know the bad image his receptionists are giving to his firm.

Shirley