Message #56214

[raindance]

Gee has given excellent advice.

Good reception/telephone service is about delivering expectations.  Visitors and callers want to have an efficient, polite service: to meet up with their appointments or the person whom they are calling.

A company has only one opportunity to create a good impression, and the receptionist and telephonist are key in that undertaking.

A clean, tidy and attractive reception area is very important.  Comfortable seating, a small supply either or current magazines/newspapers or current company literature, pictures hanging straight, no dog-eared memos or notices, and no dead flowers or plants - all go towards creating that impression.

A signing-in/out book for visitors and, if required, a supply of "visitor" badges should always be maintained at reception.  

Immaculate presentation in the receptionist him/herself is a must even if spiky purple hair and combat trousers are acceptable office wear in your industry.  

Other tips:

Always be extremely polite and friendly (but not familiar) with visitors;
Offer refreshments if that is part of your role, and don't keep people waiting;
Always explain to visitors if they really do have to be kept waiting;
Try to be calm even at very busy times.

Much the same goes for telephones:

Always open the call with a suitable/standard company greeting such as "Good morning, Bodgit and Clearaway Builders".  Some companies are more formal than others, so remember that regional accents are fine, but street-speak is not always well received.  I was very surprised recently when I heard one of my very junior colleagues saying to a caller in her charming south London manner "The bloke wot you wanna talk to ain't 'ere"!  It certainly conveyed her message, but not the right tone for our company.  Keeping in touch with the caller, not keeping them waiting is most welcome.

Raindance