Chap 3 the receptionist


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Chap 3 the receptionist

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