How to Be a Good Receptionist

Training Your Receptionist Well

A receptionist is often seen as one only holding a clerical position: They greet guests, usher them to a designated place, answer their queries, and keep record of visitors. This is the common understanding of many. However, if you fully understand what a receptionist does, you would soon understand that receptionists perform a very big role, and that is being the face of the company. Receptionists are the ones to exemplify the professionalism and the quality of service that the company provides. Here are some of the things that every receptionist must know:

Handling visitors. What would you do if a client is blowing off steam after being caught in traffic on his way to your office? How would you deal with clients who do not seem to listen to you when you explain a payment procedure? How about a demanding customer requesting for discounts? Receptionists are the front-liners of companies—as such, you must know how to handle different types of clients.

Answering phone calls. Do you know telephone etiquette? How do you speak through the phone? In phone calls, your voice and manner of speaking would give a lot of impressions to a caller. Make sure that you sound professional and confident when entertaining calls. This means having full product/service knowledge.

Knowing internal information. Is this person in the building at the moment? Receptionists are expected to know what is happening in their workplace: On which floor does this person work? Is this person currently entertaining visitors? When is the next schedule for this event? A receptionist is the main source of information for walk-in clients, and therefore must know how to answer their queries well.

Keeping things in order. Keep your pens arranged, papers piled, and basically everything in your desk in order, and that includes your files and lists that you need to look at once someone asks for a certain information. A disorganized workstation might be misconstrued as the company being in the same state.

Getting familiar with office equipment. Some receptionists double as secretaries of their superior and may sometimes be asked to use the fax machine, photocopy machine, and other office equipment. Try to get to know the basic operations as well as troubleshooting of these office tools. If this is the first time that you come across certain equipment, ask your superior for assistance or a demonstration rather than pushing all the buttons until something happens. In this case, it is better to err on the side of safety.

Being respectable and presentable. For walk-in clients and visitors, you make the first impression on customer service. Observe posture and manner of presentation when handling clients. Show that the company is professional and reliable by being the image to represent the company in the front desk.

BusinessCoach, Inc., a leading business seminar provider, conducts an excellent seminar entitled “Training for Receptionists.” Contact (02) 727-5628, (02) 727-8860, (0915) 205-0133 or visit www.businesscoachphil.com for details.

Click here to view details of the seminar: Training for Receptionists »

*Originally published by the Manila Bulletin. C-4, Sunday, August 24, 2014. Written by Ruben Anlacan, Jr. (President, BusinessCoach, Inc.) All rights reserved. May not be reproduced or copied without express written permission of the copyright holders.