Jacqui Frost

Telephone Answering Is Like Singing In The Rain

No matter how grey the day, you just need to smile ...

Posted on: 27/03/2014   By: Jacqui Frost

What emotion would you like your telephone answering service to convey? Are you looking for cold, clinical and professional or maybe something a little more cheery? Singing in the rain perhaps?

Even if you weren't looking for your telephone answering to match the singing in the rain style, it is important to remain positive!

Even if you weren't looking for your telephone answering to match the singing in the rain style, it is important to remain positive!

Over the last few grey, dreary, wet months I think everyone has been feeling a bit bleurgh - but it's important not to share that with your clients, isn't it? Smiling whilst you answer the phone makes all the difference!

"Even a professional approach can be bright and interested rather than sounding bored, as if you are going through the motions!"

This week I am going to share Selena's thoughts on being a Genie. Over the last three years she has really learnt how to put everything else aside so she can provide bright and caring telephone answering for our clients.

I have been with The Office Genie now for over 3 years. I started off as part of the telephone answering team, taking calls every day and then as my time progressed I was given more responsibility, helping Jenny with day to day admin jobs (she is a hard task master!).

Every day I help 'share the blog love' with other bloggers in the sblogit.com network and on Thursdays I share out The Office Genie blog as well. I have also taken on the role of programmer so that when new clients join us, or a previous client returns for holiday cover, I can programme our telephone answering system ready to take their calls.

I would like to think that as time has passed, the calls have got easier in a way. The more I know about our clients, the easier it is to answer their calls, although there are definitely times when I am tested and do my best to sound like I know what I am talking about!

For example, if someone asks me about a COT3 agreement or maybe even a lifting plan, I do my best to answer the questions and get the help they need without them realising I am not in that particular office and fluffing my way through it (in a professional way of course!).

There have been times I have taken brilliant calls from little old ladies needing some help in their homes, or people wanting new blinds for their conservatories. Then there have been some calls that are more difficult - mainly the dreaded sales calls! Sometimes, it is hard to remain calm and not let angry callers get to you by not taking it personally - we are only human after all!

"We rise above it, smile and deal with the next call as if it were the first call of the day!"

During my time here with the Genies, I have 'finally' learnt (most of the time) not to take things to heart, to stay relaxed and to focus on the positive things during any difficult situation at work and home!

It has been a hard slog and I have definitely had a roller coaster of a ride with some major things to work through at home. I wouldn't have done it without the support of Jacqui and the rest of the Genies!

If you have ever worried that using a telephone answering service might make you sound less personal, or the operators might be unable to match your personality, then give me a call today on 01604 529170. All of our Genies are real people and our conversational style means we are able to sound interested, no matter what the subject matter!

Until next time ...


More about Jacqui Frost ...


I had a successful 20-year career as an office manager and personal assistant; however, my job was no longer focused on the customers and became all about the numbers. My customer-focused background began when I was 12 in my father's independent carpet showroom. I had a spell with Marks & Spencer before I moved into office-based jobs. I have worked as a training administrator, a PA and PA/office manager in a variety of industries from manufacturing to the IT education sector.

Meanwhile, my husband Ian, a successful Northampton based Master Decorator and owner of Rainbow Frost, was losing out on work due to missed phone calls. When he was busy, callers were getting his voicemail but weren't leaving messages. I knew how to fix that problem!

I quit my job and took on Ian as the first client of The Office Genie in November 2005. Word quickly spread with the second client coming on board just one week later. The majority of our clients since have come to us through word of mouth recommendations and networking referrals. Over the years, I have become well connected in Northampton and Milton Keynes.

Outside of work I enjoy swimming, roller skating, the theatre and my cats and dogs!


+44 (0) 1604 529170



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