Overview of the reception quality in Ho Chi Minh city through the audit campaign by Jolie Siam in 2015

1. In Vietnam since 2006
OVERVIEW ON RECEPTION QUALITY
IN HO CHI MINH CITY
Quality Assessment Campaign 2015 Report:

2. Table of Content
I. Campaign Overview 3
1) Introduce the “Quality Assessment Campaign” 3
2) 2015 Campaign overview 4
3) Audit results 5
II. Analysis 7
1) Positive trends in the reception community 7
2) Vital concerns 8
III. Current Reception Quality 10
Reception quality vs. Modern office requirements 10
IV. About Jolie Siam 11
2

3. mystery audits
conducted by Jolie Siam’s audit specialists
In 2015, we covered offices from
Anphabe’s “2015 Best 100 Places to Work”
once every year
to ensure receptionists always well represent
their company’s brands
Overview Analysis
Introduce the « Quality Assessment Campaign »
Purpose
Frequency
Scope
Method
Current Reception Quality
3

4. Grading, analysis and reports
Mystery visits (English & Vietnamese)
Mystery calls (English & Vietnamese)
Overview Analysis
2015 Campaign Overview
AUDIT PROCEDURE
In this campaign,
we made
Current Reception Quality
Scenarios design (ethic codes referred)
 30 scenarios
 25 calls
 20 visits
in A-level buildings in
central and industrial
districts
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5. Overview Analysis
Audit Results
0 2 4 6 8 10
6.4
6.5
6.3
6.6
7.1
6.8
5.8
6.35
6.3
6.4
Graph 1. Average Score in each Criterion
Current Reception Quality
5
1. First Impression
2. Communication with visitors
3. Communication through telephone
Professional appearance
Greeting line (direct meeting and
via phone calls)
Situation Assessment
Deliver solution Politely and Efficiently
Correct and Quick problem-solving
Credible and Professional attitude
Create a Positive overall Image

6. Audit Results
0 20 40 60 80 100
63%
75%
56%
58%
69%
69%
38%
37%
31%
44%
1. First Impression
2. Communication with visitors
3. Communication through telephone
Professional appearance
Greeting line (direct meeting and
via phone calls)
Situation Assessment
Deliver solution Politely and Efficiently
Correct and Quick problem-solving
Credible and Professional attitude
Graph 2. Percentage of Auditees Scored Equal to or Above Average in Each Criterion
Overview Analysis
Create a Positive overall Image
Current Reception Quality
6

7. Positive Trends in the Reception Community
Overview Analysis Current Reception Quality
77
Professional Appearance Situation Assessment
Polite and Efficient
solution Delivery
Make-up, hair bun
Professional clothes
Greeting posture
Active listening
Relevant questions
Appropriate responses
Good English
Reasonable solutions
Quick follow-up action
Key outcomes:
The auditees understand the basic roles of reception position: welcoming, answering queries
They take their job seriously: invest in visual image, English, know office’s operation well
75
%
69
%
69
%
6.5 7.1 6.8

8. Vital Concerns
Overview Analysis Current Reception Quality
8
6.3
56%
5.8
38%
Greeting lines
Create a positive
overall image
 Forget to say the greeting line
 Unclear voice/pronunciation
 Not welcoming tone
 Seldom use of honorary words
(eg. Sir/Madam)
 Seldom use of polite words
(eg. please, would you, kindly)
 No warning before transferring
 No farewell lines
Top errors Key outcomes
 Imbalanced focus between the “look”
and the “sound”
 Correct, clear and memorable greeting
line is crucial for a complete “first
impression”
 The conversation is not thoroughly
well-maintained
 Need more trainings on negotiation
and communication skills
Top errors Key outcomes

9. Vital Concerns
Overview Analysis Current Reception Quality
9
6.35
37%
Telephone Communication  Disconnect the line
 Transfer to the wrong staff
 Misunderstand the problem
Key outcomes:
Lack of telephone skill seriously affects the communication flow
The significantly low percentage of auditees scored above average equals to a disparity in
reception quality across offices.
Credible &
professional
attitude
 No honorary words
 Transfer/Hang up too quickly
 Non-professional filler words
6.3
31%
6.4
44%
Correct & quick
problem solving

10. Reception Quality vs. Modern Office Requirements
Overview Current Reception QualityAnalysis
10
 Visually represent the brand’s image
 Greet customers
 Answer queries
 Ensure continuous communication flow between
company and customers
 Make customers feel welcomed and respected
 Leave good impressions in the customers
 Visually represent the brand’s image
 Greet customers
 Answer queries and support customers
 Ensure continuous communication flow between
company and customers
 Make customers feel welcomed and respected
 Leave good impressions in the customers
Current Reception Quality Reception Standards in Modern Office
Communicate company’s valuesFulfilled Reception Technical Tasks
Need a
more profound mindset
about reception values

11. 11
Jolie Siam
A reference company in Welcoming service and HR outsourcing since 2006
Blandine PEILLON
• Co founder
Thanh Tu LE
• Co founder
Sales Activation Office Hospitality Event Hospitality
Areas of Expertise*
* Refer to our brochure for more information
About us

12. www.joliesiam.com
12