The headache of a wrong number

The headache of a wrong number

JAKARTA (JP): Dialing a phone number in Jakarta often ends in frustration and can also end up in a conversation with someone you don't know.

One morning a neighbor of mine had to rush to answer the phone at 5:30 a.m. when she was still in the bathroom. "Kok, gas nya nggak dikirim, sih kemarin? (Why didn't you send me the gas yesterday)," asked the caller in a shrill tone. The caller must have been upset when my neighbor finally replied salah sambung, or wrong number.

"It happens all the time," said my neighbor, who is not in the gas business. "I have no idea why it happens so frequently. It's very annoying."

The salah sambung calls have become familiar and understandable for most Jakartans.

Calling an office in Jakarta is no less baffling as many don't bother hiring professional receptionists or secretaries to answer the phone. Usually the person answering the phone is unaware of how to answer the phone professionally and politely.

The first word from these pseudo-receptionists is usually an apathetic "halo..."

Once I told a friend of mine who works for a prestigious company how to answer the phone correctly. She is neither a receptionist nor a secretary but the office had yet to hire real receptionists then. I told her that her halo was (officially) used only when the conversation was unclear or interrupted.

"Say your phone number, mention your company name or say something neutral and polite like 'Good Morning', 'Good Afternoon'.

She looked surprised. The following day she said her boss got mad when he called from Singapore and was greeted with the usual 'halo'.

After the 'halo' greeting, a typical question asked by the receptionist/secretary is "Dari siapa ini?," (Who's speaking?).

This premature question will be asked right after you mention the name of the party you wish to speak to. To your surprise, however, the receptionist or secretary will often tell you that the person you want is not available.

"What's the use of asking my identity before telling me that the person I want is out of town or sick," an American friend asks, frustrated with the reverse logic.

Receptionists here do not seem aware of the psychological impact of their programmed "Dari siapa ini". When this is asked before relinquishing any other information, it appears as though the receptionist's response is conditional upon the identity of the caller. Dari siapa? Oh yah, sebentar (Who's this, oh yeah, just a minute) or if you're less fortunate, Dari siapa? Oh maaf, nggak ada (Who's this, oh sorry, he's not in).

Perhaps the person you want is really out of town or sick but you may end up thinking that he/she does not want to talk with you after the receptionist mentions your name.

My suggestion is quite simple. Receptionists should first tell you the person you want is not available, then ask your name and address and promise to convey your message.

Answering phone calls may sound trivial to some, but for most companies this insignificant courtesy is indeed very important for clients and for maintaining a professional image.

Unfortunately not all companies are aware of this. They just hire receptionists who look good sitting next to the phone but haven't the faintest idea what to do once they pick it up.

-- Oyir