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The Important Role Of The Receptionist

The Important Role Of The Receptionist

By Rita Scrow

Your phone has, been ringing all morning. You're `trying `to get a report out and people have been constantly walking in and out of your office it's, like a railway station! You're exhausted - and it's, only 11.00am!

Spare a thought for your receptionist. This, is what most receptionists, put up with day in day out.

The role of `the receptionist was, once as, simple as, answering phones, and looking after personal visitors. Now `the definition of a receptionist is more accurately stated as someone who answers, `the phone greets, people in person does 25 `things, at once and is continually interrupted.

At any one `time a receptionist might be on `the phone holding `two calls, `tending `to a personal client and calling a cab all while `typing `the minutes, from yesterday's, staff meeting.

The role of `the receptionist is sometimes, looked upon as, a lowly position by `the public co-workers, management and receptionists, `themselves. The attitude is - "It's, just reception how `taxing can it be?"

A survey conducted by Reception Plus, found that 63% of receptionists, do not feel valued or appreciated. They feel isolated and `their efforts, unacknowledged in many cases.

How can you ensure `that anyone calling or coming in `to reception will feel comfortable and likely `to conduct business, with you? The answer is motivation encouragement and appreciation of `the person at your front desk.

Your marketing and sales, personnel promote the advantages, of using your services. If people making contact feel `they're `treated poorly or even rudely `they may choose `to seek out your competitors, rather `than repeat a disappointing experience. I know I would.

The majority of receptionists, are proactive efficient and welcoming. They care about `their clients, and it is obvious; they make people feel welcome and relaxed; `they're helpful but not condescending; in control but not over-bearing; friendly but not unprofessional.

If your receptionist is like `this, let him or her know `that you appreciate `their approach and contribution `to `the smooth running of `the organisation.

It may be by simply remembering `to say hello `to `them as, you enter `the office returning `their smile using your manners, asking `their opinion even making `them a coffee.

On `the other hand your receptionist may be showing signs, of being a little challenged finding it difficult `to know how `to respond `to various, people and situations, and `to manage several `things, at once. Don't leave `them `to struggle. Seek out options, for `training and encouragement.

Reception is very similar `to customer service. The requirements, are `the same: a positive attitude confidence assertiveness, good communication people and `telephone skills, politeness, efficiency willingness, `to help ability to handle multiple `tasks, and a sound knowledge of `the company procedures, and services. These attributes, can all be learned by a willing participant.