Receptionist tips? Angry clients!? -

I work for a loan mod company. I am instructed to send (practically) all calls to voicemail. That wouldn t be a huge deal if the calls got returned but they don t. Then, I get yelled at by almost every other caller asking me why no one is returning their calls. All i can really do is take messages but these clients expect me to put a gun to the heads of my bosses and demanding a call back. What should i do? I want to help because I feel bad for the clients and I m sick of getting yelled at and cursed out.p.s. we are not a scam. We are just dreadfully understaffed.

Be honest, calm and courteous. Tell them that you are understaffed, and someone will eventually get back to them. Also, that you are not allowed answer their questions, and can only take messages. Some people will always yell even if you are calm and courteous. Unfortunately, that is part of your job, and they are only expressing their frustration. If the pressure gets too much, consider changing your job.