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