All offices open to the public need someone to welcome customers. While it is important for a receptionist to have excellent communication skills by phone or email, it is in face-to-face meetings that the true professional sets himself apart from a customer service agent. Often, when someone (a salesperson, a candidate, a member of the community) enters a work environment, the first person who notices is the receptionist and, you know, in many cases it is the first impression that counts.
Steps
Method 1 of 2: Having the Right Skills
Step 1. You must have excellent organizational skills
Receptionists are the face of the company - they are the ones customers talk to first and the ones people and colleagues turn to for information and event planning. In addition to making calls and referring guests, they often deal with customers, organize events, arrange meetings, etc. With all these responsibilities, receptionists need to be very well organized, having to deal with more than one issue at a time. You won't go far if you can't juggle more than one job at a time and manage them in an orderly manner.
- A nice way to stay organized is to invest in a storage system that is right for your needs. It's important to know what documents and information your boss, co-workers, or customers might need. Keep this information in separate folders - whether it's your computer files or hard copies. Organize your archive as you see fit - if you feel the need to post glow-in-the-dark post-its everywhere, do it.
- Being organized also means knowing how to motivate yourself - you don't need to have others tell you what to do, or control you. If you are organized, you know what tasks need to be completed on a day-to-day basis, and what priorities are.
- Keep phone numbers handy, such as those of colleagues, employees, business owners, salespeople, and emergency numbers. Sooner or later, you will need it. Organize the numbers in a business card file or computer program.
Step 2. It is important to have knowledge of technological tools
The main technological tool that receptionists have to interact with is the telephone - and all the buttons and different lines related to it. Computer skills are also a must - most receptionists are required to know how to use email and must be able to use a word processing program. It may also be useful to know how to create spreadsheets, and to know specific programs for the sector.
Keep in mind that the copier, scanner, or printer is near your desk, and that you will likely be in charge of using them (and troubleshoot co-workers trying to use them). When you know what kind of equipment is used in the office, take a look at the main functions and find out how you can solve the most common problems
Step 3. Be trustworthy
A receptionist is required to man his desk at all times - if no one answers the phone it would be detrimental to the company, or if a person in need of help were put on hold. Make reliability a priority - if the boss knows he can count on you because you are always willing to help, you will become indispensable.
Step 4. Excellent listening skills are essential
An important aspect of the receptionist's business is knowing how to listen to people - whether it's on the phone, or when a customer asks a question, or about information that has been passed on to you. Listening carefully will make you more efficient - you'll be able to solve problems faster when you understand what you're asked for the first time, and you'll quickly connect customers with the person they're looking for.
Step 5. Make a note of everything
If the boss asks you to do something, make a note of it in detail. If a customer calls, be sure to write down basic information (name, contact, inquiries, etc.). Taking notes is a great way to stay organized and remember all the little things that need to be done throughout the day. Write down your notes in a notebook and always carry it with you. You will be surprised at how useful it will come, especially when you try to remember what the person who called four hours ago wanted.
Be sure to write detailed messages and reread what is written and, more importantly, be sure to repeat the message and contact information given to you before hanging up
Step 6. Answer the phone politely by saying “Hello, thank you for getting in touch with our company
My name is…, what can I help you with?”. Make sure you answer after a ring or two. Do not make a person wait for more than a minute (the wait is always long, especially in these cases).
- Listen carefully to the name of the requested person. If necessary, repeat it. Cell phones often distort sounds. Write the name of the person to whom the call is directed in case it is difficult to pronounce.
- Forward the call politely using phrases like “Stay on the line, I'll put you in touch with Mr. Rossi right away” or “I'm sorry, but Mr. Rossi is on the phone right now. Do you want to wait online or do you want to leave him a message?”. Thank the person politely and do what was asked of you.
Step 7. Contact the delivery staff with the same professionalism and education you use for any other visitor
If they ask you to sign, make sure the signature is legible. Delivery personnel may need directions as to where to leave packages. Make sure you call the employees responsible for such matters.
Step 8. Address customers who visit your company with kindness and kindness
After the customer shows up and tells you the name of the person they're looking for, get in touch with the person in question to let them know they have visits. You could say "Mr. Rossi, Mr. Bianchi from XYZ Corporation has arrived for the two o'clock appointment." Always ask for the name and surname of the person who comes to you, the name of the organization they come from and if they have an appointment. The person with whom the appointment was made will then tell you where and how long the visitor will have to wait (you could say “Mr. Rossi will receive you in a moment” or “Mr. Rossi is in a meeting and will be available in five minutes. Please take a seat here ").
Method 2 of 2: Introduce yourself appropriately
Step 1. Maintain a positive attitude
As already mentioned, receptionists give the face of the company - they are the first ones with whom customers are confronted, and those who answer the questions of those who cannot access the offices. Nobody wants to be greeted with a sour expression and a grumpy attitude. A smile on the face and a cheerful and positive personality are of the utmost importance. Remember to be patient with difficult customers, even if they bring you exasperation.
Even when dealing with a difficult customer, remember that you are a strong and positive person. Try to realize that if he behaves a certain way, he is doing it because he is exasperated, but if you try your best to help him, you will never be in the wrong. It is always better to be the one who keeps calm than the one who explodes and proves irascible and mean
Step 2. Get ready for the greeting
It is always important to greet your customers in a friendly manner. Even if you keep doing what you are doing before helping them, it is important to say hello to them so that they feel recognized and understand that you will help them as soon as possible.
Greetings can be "Hello! Welcome to [Company Name]" or "Hello! Please take a seat, I'll be with you in a moment!"
Step 3. Be courteous and respectful
Treat every person as if they were the most important person who ever walked into your office. This is your job: no one cares that you've been stuck in traffic for two hours, that your brand new bag has been ruined, or that you've lost your favorite CD. Leave personal problems at home (and, if you don't respect the message that was given to you or the way it was communicated to you, pretend to do so). Most importantly, make sure the person is totally relaxed and happy to talk to you.
Step 4. Dress to make a good impression
You represent the company, so you have to enter the role. Buy some formal dresses. Alternatively, if you are a receptionist of a specific type of business (such as a clothes retailer) you can choose to buy clothes inside the store and wear them. Go for an understated style, unless your work is in the fashion industry, or other factors make you bolder.
Find out if your business has a specific dress code. A casual dress might be fine in your company, but remember that you should never dress too informally (overalls are banned in a work environment)
Advice
- Be nice to managers and ask if you can help them when you have nothing to do.
- Find someone who can replace you when you go to the bathroom, attend a meeting, go on vacation, are on a lunch break, etc. Thus, you will avoid having to deal with impatient people when you return.
- Managing mail is usually part of the job. On day one, find out where it's headed, who delivers it, and when.
- Keep your private life, including cell phones and emails, out of the workplace. IT departments can monitor your computer activities.
- Ask your colleagues if they need help. Better to make friends by helping than to make enemies by complaining.
- Remember who is signing checks and always respect this person.
- Be willing to learn a new task or do a mundane one. * Versatility is always appreciated
- Write the messages in a duplicate booklet and give a copy to the recipient. Or use an agenda, which is easier to manage, especially for remembering a name or number.
Warnings
- Don't pretend to be nice - people would notice. Try to be genuinely interested, polite, and respectful. If you don't know how to do it, then this job is not for you, because otherwise you would be damaging your company's reputation. In this case, opt for an occupation that does not involve contact with the public.
- Never say “I don't do this”: you could lose your job even before finishing the sentence.
- Never argue over the phone or with a visitor. Refer this person to a supervisor. However, if there is no one to switch the call to, suggest leaving a message on the answering machine. Sometimes the manager or supervisor is not present, and that's all you can do.
