CHAPTER 13
WHEN YOU HAVE TO SCREEN CALLS
“Hello, you’ve reached the office of Mr. Untouchable. How may I help you?”
“Mr. Untouchable, please.”
“And you are? …”
“Mr. Gotaproblem. I’m a customer of his.”
“Well, you aren’t on my list.”
With experiences like that, it’s not surprising callers resist being screened. Screening can make the “protected” party appear pretentious and customers feel that you don’t think they are important. In fact, screening sometimes gets such a strong negative reaction that it’s tempting to declare a moratorium on all call screening. Yet, there are times when it is necessary for you to screen calls for someone you work for or with.
Before you choose your screening tactic, have a clear understanding of what the person you ...
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