How to handle upset clients as a receptionist?
Hi, I’m 16F and fairly new to this job. I’m a receptionist for a law firm and one of the attorneys I work for is always busy. I mean always. Even when I think I see an availability in his calendar and I try to book a brief phone call with someone he always shuts it down and says he’s going to be busy. He works in family law and his clients call more than any other attorneys’ at the firm. They are almost always upset (most are dealing with a divorce or custody case) and are demanding to speak with their attorney ASAP. I don’t know what to tell them except “I’ll take a message” because I feel like I can’t do much more than that. Sometimes even giving him a message is difficult because I can never find a time when he’s free to talk to him. I want to find a way to handle these situations to fit the attorney’s needs while not making the clients any more upset than they already are. Is that possible? It’s not my intention to come across as rude to either the attorney or the clients so I’m sorry if it comes across that way. I understand that these people are going through very emotional times and I want to help them the best I can.