Your phone has been ringing all morning. You’re trying to get a report out and people have been constantly walking in and out of your office, it’s like a railway station! You’re exhausted - and it’s only 11.00am!
Spare a thought for your receptionist. This is what most receptionists put up with every day.
The role of the receptionist was once as simple as answering phones and attending to personal visitors. Now the definition of a receptionist is more accurately stated as someone who answers the phone, greets people in person, does 25 things at once, and is continually interrupted.
At any one time a receptionist might be on the phone, holding two calls, tending to a personal client and calling a cab, all while putting together the minutes from yesterday’s staff meeting.
The role of the receptionist is sometimes looked upon as a lowly position, by the public, co-workers, management and receptionists themselves. The attitude is - “It’s just reception, how taxing can it be?”
A survey conducted by Reception Plus found that 63% of receptionists do not feel valued or appreciated. They feel isolated and their efforts unacknowledged in many cases.
How can you ensure that anyone calling or coming in to reception will feel comfortable and likely to conduct business with you? The answer is motivation, encouragement and appreciation of the person at your front desk.
Your marketing and sales personnel promote the advantages of using your services. If people making contact feel they’re treated poorly or even rudely, they may choose to seek out your competitors rather than repeat a disappointing experience. I know I would.
The majority of receptionists are proactive, efficient and welcoming. They care about their clients and it is obvious; they make people feel welcome and relaxed; they’re helpful, but not condescending; in control, but not over-bearing; friendly but not unprofessional.
If your receptionist is like this, let him or her know that you appreciate their approach and contribution to the smooth running of the organisation.
It may be by simply remembering to say hello to them as you enter the office, returning their smile, using your manners, asking their opinion, even making them a coffee.
On the other hand, your receptionist may be showing signs of being a little challenged, finding it difficult to know how to respond to various people and situations, and to manage several things at once. Don’t leave them to struggle. Seek out options for training and encouragement.
Reception is very similar to customer service. The requirements are the same: a positive attitude, confidence, assertiveness, good communication, people and telephone skills, politeness, efficiency, willingness to help, ability to handle multiple tasks, and a sound knowledge of the company procedures and services. These attributes can all be learned by a willing participant.
Looking for a receptionist course? Receptionist training is one of the best investments you can make for your business. Reception Plus runs professional receptionist seminars throughout Australia. Check their website for locations and dates.
Tags: receptionist courses, receptionist seminars, receptionist trainingJune 3rd, 2010UncategorizedRead More >No Comments