Chap 3 the receptionist
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Chap 3 the receptionist






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    Chap 3 the receptionist Chap 3 the receptionist Presentation Transcript

    • The Receptionist
      • The receptionist is the first person that the visitor to the company meets.
      • Visitor’s impression of the organization is affected by how he/she is received by the receptionist.
      • Therefore, the receptionist has a very important role to play!
    • Qualities of a Receptionist
      • Good grooming
      • Pleasant personality
      • Courtesy
      • Initiative
      • Tactful
      • Good communication skill
      • Clear knowledge of the organization
    • Roles of a receptionist
      • Handle telephone calls
      • Handle visitors and their queries (e.g. directing visitors correctly to the appropriate destinations within the organization
      • Making appointments
      • Maintaining the reception area
      • Filing
    • Revision (How should a receptionist communicate on the phone?)
      • Communicate effectively
      • Speaking slowly and clearly .
      • Listening attentively and actively.
      • Do not eat or drink while speaking on the phone.
      • Be courteous
      • Smile with your voice.
      • At the end of the call, replace the handset gently .
      • Do not speak rudely while a caller is on hold.
      • Do not spend a long time talking to the caller about personal things.
      • Do not spend a long time over the telephone talking to your friends .
      • Be prepared to take notes
      • Have a notepad and pen nearby to take messages.
      • Pick up the handset with the hand that is not used for writing.
      • Respect confidentiality
      • Do not repeat what you have heard over the phone to anyone else.
      • Do not give confidential information over the telephone.
    • The Reception Area
      • Usually located near the entrance of an office.
      • Well-designed to project a positive image of the company.
      • Well-maintained , neat and tidy.
    • What should a well-equipped reception area have?
      • A reception desk
      • A waiting area with sofa
      • Reading materials for visitors,
      • e.g. newspapers , magazines.
      • Decorative plants
      • The company’s organization chart
      • Telephone directories
      • Three-dimensional model or diagram showing the layout of the building.
    • The Appointment Book
      • The Appointment Book contains information about appointments made by visitors for the day.
      • It includes:
      • Appointment date and time
      • Visitor’s name
      • Name of the visitor’s company
      • The person that the visitor wishes to see.
      • Sometimes, the book even tells you the venue of the meeting place!
    • Now your task is to try to design a page of an appointment book!
    • Business Cards
      • Business cards are often offered to the receptionists by the visitors who arrived.
      • The receptionist then uses the information to inform the staff member who the visitor wants to see.
      • The receptionist then record the information in the Reception Register.
    • A business card displays:
      • Name
      • Job Title
      • Company’s name
      • Company’s contact details
      • e.g. address, telephone number, facsimile number, website , email address.
    • Reception Register
      • Used to keep a record of the visitors to the company.
      • Visitors are often asked to fill in and
      • sign this reception register/ callers’ register.
      • It includes:
      • Date
      • Name of the visitor
      • Name of the visitor’s company
      • Time of arrival
      • Time of departure
      • The action taken
    • Design your own Reception Register
    • How does a receptionist handle (a) visitors with appointments?
      • Check the Appointment Book to confirm time of the appointment
      • Ask for the visitor’s business card.
      • Invite the visitor to take a seat while you inform the staff whom the visitor wishes to see.
      • Record the details of the business card in the Reception Register.
    • Invite the visitor to take a seat! Record the visitor’s details in the Reception Register
    • (b) Visitors without appointments?
      • Politely ask about the nature of the visit.
      • Ask for the visitor’s business card.
      • Invite the visitor to take a seat.
      • Check with the staff member concerned.
      • Record the details of the business card in the Reception Register.
    • (c) Difficult visitors
      • If a visitor who does not have an appointment insists on seeing an executive who is busy or not around, suggest that he sees another executive or arrange for an appointment.
      • Even if the visitor is angry and shouting, it is not good for you to lose your temper and shout back.
      • A good receptionist should remain calm and deal with the situation in a professional manner.
      • Explain to the visitor that the staff member is not available or is busy.
      _________________________________________ _________________________________________
      • Politely ask whether the visitor would like to see another staff who may be able to help.
      _________________________________________ _________________________________________
      • Politely ask the visitor to leave his/her name card for the staff member to set up an appointment.
      • Be sensitive, calm, polite and patient!!
      _________________________________________ _________________________________________