Front desk etiquettes


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Telecommunication Training - Basic Etiquette of taking on phone.
Helps to improve communication over telephone.
Useful for - Telephone operator, customer services executive, Marketing executive Relationship Manager

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Front desk etiquettes

  1. 1. Front Desk Etiquettes The etiquettes of the front deskexecutives play a very dynamic role in canvassing image of the office
  2. 2. Desk Etiquette Never Leave the Desk Emptyas it’s the first point of contact for customersas it is rightly said ’’Customers are Kings andKings are never left unattended’’.:
  3. 3. The Major Roles of the Front Desk Executive1) Presentation -It includes presentation of the Reception area and theFront Desk Executive. It highlights following factors• The Reception area should always have pleasant atmosphere• Magazines , Pamphlets , Newspapers should always be properly arranged• She should be formally dressed up and hair has to be neatly tied up• 1 Office -Boy and 1 Front Office Executive should always be present in the reception.• Reception Area should always have seats vacant to accommodate a new visitors coming in.
  4. 4. 2) Promptness- Promptness is integral as the receptionist is the point of contact for the external customers as well as the employees3) Courtesy - Attention needs to be given to every person who walks in. However important guests & clients should be treated with more attention• Welcome everyone with a smile• Conduct with everyone has to be polite
  5. 5. 4) Professionalism – The mode of communication used ( Spoken as well as body language) with employees and visitors must exhibit professionalism
  6. 6. Telephone EtiquettesEvery time you make or receive a telephone call at work, remember that you are representing your company
  7. 7. Following are some Dos and Donts for Receptionists Do’s Answer the phone by: Greeting followed by “Company’s Name. Howmay I help you?” To Transfer: Let me put you in touch with (Person’s Name/Department’sName). He/she/they can handle that for you. To Place Someone on Hold : May I put you on hold for a moment while Ilook that up/handle that issue/etc.? To End a Call : Always end with a pleasantry : “Have a nice day”Or Is there anything else I can help you with today?
  8. 8. Do’s continued… When a Visitor or Guest Thanks You : It’s my pleasure / Youare welcome. Is there anything else I can help you with? When a Visitor or Guest Is Frustrated : Let me see if I canhelp you work through this issue. Modulation of voice : Voice should be polite, confident andclear. Ascent and pitch used should be neutral. Screening Calls: Ask the caller “what is this in regard to?” Be prepared with pen and message slip when youanswer the phone
  9. 9. Way to convey Message to the Caller What You Mean -Tell the Caller He is out. - He is not in the office at the moment. Would you like to leave a message? He is in the Men’s room or I don’t know where he is.- He has stepped out of the office. Would you like to leave a message? He has not come in yet.-I expect him shortly. Would you like to leave a message? She took the day off. -She has left for the day. Can someone else help you or would you like to leave a message? She is Busy or not on the seat. – Her extension is busy. Would you like to leave a message? He does not want to be disturbed or he is busy.-He is unavailable at the moment. Would you like to leave a message?
  10. 10. Donts• Never put the person on hold without his/her consent• Do not use words and phrases such as:- Huh? Yeah? I don’t know where he is. She is at lunch. Call back later. He is not here, “I do not know where he is or when he will be back”
  11. 11. Always be willing to learn a new task Versatility goes a long way. Thank You