We’ve all seen them; sat there filing their nails rather than filing paperwork, gossiping about that bloke with the dodgy quiff in accounts and munching on a tube of Pringles whilst moaning about putting on weight. That’s right, we’re talking about the CEO. Oh all right, we’re not. We’re talking about receptionists.
OK, we’re being a little unkind. Not all receptionists are like that. Just the ones we’ve come across so far. However, let’s face it they do have a tough job. They’re the ones that are in the firing line. They get rid of all the bonkers callers and visitors, so that we don’t have to deal with them. They’re also the first person our clients see and hear when they visit or call, so they need to be on the ball at all times. Let’s get to the point; in the words of many a receptionist, “How can we help?”
The List
Well, those nice people at wikihow.com have come up with a list that tells us all how to be a good receptionist. They go into quite a lot of detail on each of these points. Here, we’re just listing them and giving our own views, so you might want to read their whole article: we’ve provided you with the link at the end. So what are their basic points?
• Have top notch organisation skills. In other words, don’t make your reception area look like a bomb’s hit it.
• Have some knowledge about technology. Don’t be constantly apologising for not knowing how your ‘phone or computer works.
• Be dependable. Don’t be constantly away from the desk just when you’re needed the most.
• Possess excellent listening skills. Don’t be too hasty to get rid of visitors and callers just because they’re taking up your time.
• Take notes on everything. Otherwise you’ll be telling people, “Oh, that bloke called for you earlier. You know, the one with the funny voice”.
• Answer the ‘phone politely with a standard greeting. So often, in fact, that when you get home you answer your own house ‘phone in the same way.
• Greet delivery personnel as politely as you would a client. Don’t just shout, “Chuck it down there and get out”.
• Handle visiting customers efficiently & politely. Offer them a drink and have a chat. Don’t just ignore them.
• Have a positive attitude. If you’ve already missed the bus and got caught in the rain, everyone doesn’t necessarily need to know about it.
• Have a greeting ready. Shouting, “Who’s next?” or answering the ‘phone by shouting the name of the company isn’t good enough.
• Be courteous. You may be dealing with someone who’s not quite sure what they want or who they need to speak to. So being approachable is a must.
• Dress to impress. Don’t look as though someone just dumped you on the doorstep after you’ve been held hostage for the past three weeks.
Help Your Receptionist
That’s all very well in terms of the receptionist improving themselves; but what can your business do to help the receptionist? Well, the receptionist should always feel free to ask the tech team for the support they deserve: such as a decent ‘phone system.
The days are over where one just sticks a call through and hopes someone at the other end answers. These days you need a decent IVR system. Some people may panic and think, “Ooh! Doesn’t that take away the receptionist’s job?” Well, no. Don’t panic, Mr Mainwaring. If a caller knows who they want, the IVR gives them the opportunity to get there. It would also give them the option to speak with the receptionist if needs be. Also, the IVR gives you the opportunity to market other aspects of your business whenever any caller is put on hold.
Freedom
This frees up some of the receptionist’s time to deal with face to face visitors. It also allows the receptionist to spend more time with callers that actually need to talk with them, rather than just transferring calls all day. IVRs also offer voicemail options when a line is busy and can even divert calls to a mobile when someone is out of the office.
So treat your receptionist and get them an IVR system. They’ll be thrilled to bits and when the receptionist is happy, everybody’s happy. To see the original wikihow.com article, click here: http://www.wikihow.com/Be-a-Good-Receptionist
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