Receptionist Etiquette
KathyA
29 Posts
We have a very long-term employee (60+ years of age) who handles our receptionist duties (answering the phone, greeting visitors, etc,). She seems to be placing her emphasis on advocating for the caller rather than our Association. She is getting very brazen about snide remarks to managers and other folks. She's been a great employee, though tends to be stepping outside her boundaries just a tad. Any advice (in terms of being careful with ADEA)? Thanks so much.
Comments
Seriously though, ours was a bit younger and the rumours started flying about her possibly going through menopause which when they reached her a tizzy was had. Luckily the situation resolved itself. She basically transferred herself to a different department and switched her hours to a schedule that reduced her contact with other ee's. I know that sounds crazy but the managers were so relieved and it ended up suiting their purposes so they just let it happen! All I can say is that I was on vacation in NC and was blissfully unaware!
I think it is INVALUABLE to send your receptionist to a training class. Especially for someone who is stepping outside of their boundaries (for whatever the reason).
I am actually sending my Recep to a class in October on Front Door Etiquette AND Security. She doesn't necessarily need much of the etiquette, she does get a little pushy at times, but at times she has to. But mostly I am sending her b/c she has never had any formal training for being a receptionsit and she has been doing it for a very long time. I want to say 10+ years.
Sometimes people get so comfortable in their jobs, they can do it blindfolded and lose some passion they may have once had for it. That is why I think it is important for people to attend refresher classes and possibly learn something new.
Padgent-Thomas (Sp?) has some recep training classes that are very reasonably priced. I think it would definitely be worth the $150 to send her for a day. And who knows, it might be refreshing for her to get out of the office for a change too!
If you company can not afford to send her to a class, not only would I discuss her behavioral issues, but also give her the opportunity to expess any concerns that she may have about her job or those who affect her job. It could be the reason for her behavioral issues. Good Luck!
And Don, I would never even think about saying some of those things. You must be talking about the other guys.