IN THIS PRESENTATION YOU CAN ABLE TO DETERMINE THE IMPORTANCE OF RECEPTIONIST AND HOW TO CREATE YOUR OWN BUSINESS CARD ,AND THE IMPORTANCE OF BUSINESS CARDS IN YOUR TRANSACTIONS .
2. 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!
3. Qualities of a Receptionist
■ Good grooming
■ Pleasant personality
■ Courtesy
■ Initiative
■ Tactful
■ Good communication skill
■ Clear knowledge of the organization
4. 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
5. (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.
6. 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.
7. ■ 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.
8. ■ Respect confidentiality
Do not repeat what you have heard over the
phone to anyone else.
Do not give confidential information over the
telephone.
9. 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.
10. what should a well-equipped
reception area have?
• A reception desk
• A waiting area with sofa
11. • Reading materials for visitors,
,
e.g. newspapers, magazines.
• Decorative plants
12. • The company’s organization chart
• Telephone directories
Three-dimensional model or diagram
showing the layout of the building.
13. 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!
14. 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.
15. A business card displays:
■ Name
■ Job Title
■ Company’s name
■ Company’s contact details
e.g. address, telephone number, facsimile
number, website, email address.
16. “TIPS”
The Business Card Project
These are your planning pages: Think about the things that
make you unique and also the skills and talents you have. How
can you write that?
Here's a list of starts that might help you.
• Introducing. . . . .
• Skilled at. . . .
• Known for. . . .
• Famous for. . .
• Passionate about...
17. “TIPS”
Your picture or one that represents you
• Your school e-mail (but no phone or address
please)
• A slogan or descriptive statement like
"Professional Enthusiasm Coordinator" or "Known
for Organizational skills"
• You can have your other attributes, talents and
skills listed or creatively designed.
• The background design and color scheme
should also relate to you
20. 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.
21. ■ It includes:
• Date
• Name of the visitor
• Name of the visitor’s company
• Time of arrival
• Time of departure
• The action taken
22. 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.
24. appointments?
(b) Visitors without
■ 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.
25. (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.
26. ■ 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.
27. 1. Explain to the visitor that the staff
member is not available or is busy.
1. Politely ask whether the visitor would
like to see another staff who may be
able to help.
28. ■ 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!!
