Ask a Virtual Receptionist! Topic: Training

Virtual receptionist Taryn

Taryn C.

Everything we do at Ruby is a combination of great people and solid processes. We hire the best and the brightest, and then we give them cutting-edge tools and training so that they can succeed. Ruby University is our top-notch, ongoing virtual receptionist training program where receptionists learn not only how to connect calls and take messages but also proper phrasing and etiquette so that they can make the most out of interactions.

What’s a phone answering technique that you’ve learned at Ruby that may have surprised you?

I was surprised by how effectively we’re able to calm frustrated callers. There’s a whole section of training on what to do when a caller is upset: we’ll listen carefully to them, restate what they’ve said, confirming we’ve heard them, and sympathize with them. We’ll also them know that we’ll relay the situation and urgency to the client, and it really allows them to feel like you are on their side. And when you let them know that you will do everything you can to make sure that they are taken care of, it can really make a difference.

Plus, it helps our clients be better informed when they take the call or receive the message. Ruby has a very thorough process for caring for callers who are having a rough day, and it feels good to be able to help!

I second this! We really do want to help whenever possible, and sometimes simply being able to comfort someone who’s going through a rough time can be incredibly rewarding!

Want to learn more about our techniques? Check out our Training Writer Phoebe Osborn’s blog post entitled Receptionist Etiquette Tip: 3 Steps to Turn a Tough Call Around!

This entry was posted in Ask a Virtual Receptionist! and tagged , , by Katie Wilson. Bookmark the permalink.

About Katie Wilson

INSTRUCTIONAL DESIGNER After 5 years overseeing Ruby’s digital marketing and social media channels and cofounding the Ruby Experience Department (now Employee Engagement and Learning & Development), Katie found her calling in instructional design. Merging her passions for communication, branding, and storytelling, she designs memorable classroom experiences and engaging eLearning courses which empower all employees to make real, meaningful connections. Katie holds a bachelor’s degree in comparative literature from Smith College, and is an active member of ATD (Association of Talent Development).

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