Question: “I am a female executive assistant who works for a female boss. When I answer her telephone line, the callers often mistake me for her. I have been answering the phone, ‘Dianne Smith’s office, this is Mary Lynn speaking.’ Does anyone have a better suggestion?” — Mary Lynn Burrows
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{ 14 comments… read them below or add one }
I agree with Deb. My boss is a man and I pretty obviously have a female voice and people still start talking to me like I am my boss. I find it so strange that people don’t clue in that someone won’t answer the phone by saying “hi. it’s my office, can I help you?”
I also think you are answering your phone fine. Like others have said, people don’t listen. In my company you can view if it is an internal or external phone call then answer as appropriate.
I think you are answering as well as you can. Perhaps as suggested you can just say “Department, Mary Lynn speaking, how can I help you?” rather than saying your boss’s name – that could be confusing people. Mind you, people don’t listen – I state my name when I answer the phone, but people don’t even get that right – I have been called Jane, Mary, Judy and numerous other names that are no where near mine – I forgive Kathy, but still…!
The way you state everything seems fine. Our receptionist answers with the company’s name, her name and how can I assist you today. Once the call is transferred to the Assistant the call is answered with the name of the department such as records department how can I help you or Records, this is Mary how can I help you.
You’re answering appropriately. People just don’t listen any more – they probably think they’re “multitasking” and doing something else as you’re answering the phone. Bad manners on their part. If you want to change just answer with, “company name, this is Mary Lynn, how can I help you.”
I agree with Aolani’s greeting. It is a bit long but I think you will find it more effective than these others believe. You might add that your are her assistant after your name. “How may I direct your call” actually throws people off and make them think because you are asking them a question.
I agree with Pat, it you state the company or department name, it a tip off that it’s not your boss. I’ve never heard anyone I support answer his/her phone with the company name or deparment. I would answer like this Company or deparment name___, office of _____, your name___ speaking.
I, too, agree with Deb. I can’t even count how many times I answer the phone, “Good morning, this is Mark, can I help you?” and they immediately say, “Is this Mark?” People just don’t pay attention. There is nothing you can do about them. I think the way you are answering now is the right way to do it.
I agree with Deb. If they’re not listening now, even though you identify yourself, they won’t be listening no matter how you answer.
I answer with “This is Colette, Brian’s assistant can I help you?” It works very well as I screen all his calls.
Good answer Deb!
I think the way you answer is fine. The callers are not listening very well and they should be embarrassed, not you.
Good (morning, afternoon, etc.)! Thank you for calling Diane Smith’s office, this is Mary Lynn, how may I direct your call?
Can you answer her line with your company name and / or department(instead of Dianne Smith’s office)? Then state your name. That might help.