TIPS FOR RECEPTIONISTS

Sir,

From my recent observation of receptionists in my country I thought it imperative I give them tips on how to deal with the public.
When we enter the place of business you work in, we expect you to look up from your computer and greet!

After all that is considered your space. You are a representative of that organisation and should be alive to the fact that it is the public you serve that pays your salary.

If people stop frequenting the business you represent you will be out of work. Although you do not have to smile, your tone should be welcoming. It is not necessary to ask people about their state of health, a simple how may I help you; said with a warm tone, will suffice. Remember, most people who do not frequent that space regularly will feel uncomfortable and it is up to you to make them feel comfortable. 

If you are in a conversation with someone while another person walks in, look at them and either gesture for them to sit down or ask to be excused by the person you were conversing with and attend to the second person, especially since you do not know the urgency of the matter that has brought the second person to your premises. When returning to the first person you were conversing with, apologise for the delay.

Stay in the moment while dealing with customers. Ask for their names and as they leave wish them a good day mentioning their name. People love it when they are addressed officially.  Nothing annoys a customer more than a receptionist whose body was there and their mind elsewhere to the degree that they have to ask the person their name more than once.

If upon them stating their name you cannot properly hear it, ask them to repeat it at that instance and not later. When you have to ask people their names over and over again it denotes that you are not interested in your work and are merely there for the month-end pay cheque.

Gaze through your reception area now and then and neaten up any magazines or newspapers that may make the place look untidy. It will also assist you in that you will note any customer that may be uncomfortable or may need assistance. It is easy to read people’s body language.

A person who needs to utilise the toilet can be approached and shown facilities the establishment may offer. A receptionist’s job description is not only to sit in a chair, their job entails ensuring that those visiting the establishment are comfortable at all times.

Limit the use of your mobile phone, work is not the place to sit and chat or to hold long personal conversations. No one wants to listen to what a good time you had over the weekend.

If your superior only sees people by appointment, ensure you advise the customer of this fact while you check if your superior will be in a position to see the person. Move about your work space without dragging your feet or making noise with them.

(Comments: My FB page; www.inalda.co.sz; inaldathegreat@gmail.com)
Inalda Jorge-Antonio

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