linzfoody
Newbie
Posts: 7
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« on: February 07, 2006, 12:45:49 pm » |
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Does anyone have any good practice tips for admin staff who provide reception services, including:
* dealing face-to-face with visitors to the office
* telephone reception
* "remote" reception (ie where there is a controlled door entry system with intercom/buzzer)
Thanks
Lindsay
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gee4
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« Reply #1 on: February 07, 2006, 02:19:14 pm » |
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Common sense would mostly cover this -
- Be friendly and polite at all times
- Meet n greet visitor's how you yourself would like to be greeted (remember you are representing your company and first impressions last)
We have a remote door entry system and each time the buzzer sounds anyone nearby can answer it. More than usual I answer it as it's near me and I am the only PA/admin in the office. However my colleagues do help out if I'm on the phone or away from my desk. We usually say hello, can I help you. The visitor(s)will reply with their name, company and whomever they have arrived to visit. Once they are buzzed in, I or whoever answers the door, will then meet/greet the visitor, ask them to sign a visitor's book for health and safety purposes and then escort them to whoever they have arrived to see.
Receptionists deal with all kinds of people and issues on a daily basis eg. deliveries, visitor's etc so it's good to know your staff and be informed who is in and out of the office at any given time. If your receptionist is well informed, then it reflects when meeting and greeting clients eg., they can go that extra mile if a VIP is expected.
G
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raindance
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« Reply #2 on: February 08, 2006, 11:06:12 am » |
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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
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tiffanyctd
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« Reply #3 on: February 09, 2006, 06:16:52 pm » |
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It's sad to say, but you also need to be aware of safety and security measures/protocol. You're usually going to be the first one to be able to spot trouble coming. Make sure you know what your company's policy is, and also, try to get them to send you to training. When I was a receptionist, I periodically had to go through training sessions such as handling mail, suspicious people, bomb threats, etc. They even sent me for a self defense for women course. It definitely was training that I hoped I never had to use, but was really glad I had!
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jesuschick
Newbie
Posts: 6
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« Reply #4 on: January 26, 2007, 04:03:20 pm » |
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Good Morning GEE4, I'm an office coordinator at at advertising agency here in Atlanta, and I've been here for about 2 years but am looking to move up in this company.Does anyone have any advise on somethings i can do to stand out? Edited by jesuschick on 26/01/07 03:06 PM. |
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