RECEPTION DUTIES

INTRODUCTION When a business appears disorganized, unprepared, and unprofessional, potential clients or customers are unfavourably impressed. The first impression visitors gain of an organization is influenced by the manner in which they are received at the reception office or even your boss office. First impressions are critical; it is during these first few minutes that the little details appearance, tone of voice, and consideration for visitors needs register. HOW CAN WE IMPROVE OUR RECEPTION DUTIES? To maintain a professional atmosphere in your office, you should have a simple but effective routine for greeting visitors. This routine might include the following steps. 1. Welcome all visitors in a courteous but businesslike fashion. Stop what you are doing, turn to face the visitor, and begin with Good morning or Good afternoon. If you are in the middle of working, for instance talking on the phone, excuse yourself to the caller to greet the visitor. Remember not to judge the importance of visitors by their appearance. Pay close attention to a first-time visitors name so that you can repeat it correctly. In some instance, you may have to ask for the spelling of he name. To help you put the correct a name with the right face, you can provide memory cues about callers by describing them with details such as height, dress, or products/services they sell. Note these cues on their business cards or on a small card kept in your desk drawer.

Take care not to discuss with visitors any dissatisfaction you have with your company. Comments such as the airconditioner never works or the computer terminal is down again, or no one told us when the remodeling will be finished are not appropriate for customers/clients to hear. 2. Refer to the managers calendar to see if the visitor has an appointment.

If a visitor is scheduled, notify your manager. If waiting is necessary, ask the visitor to wait in the reception area; offer coffee or other refreshments if that is standard office procedure. When the manager is ready, escort the visitor into the managers office or work area, making any necessary introductions. (Before leaving hour desk, be sure all material is covered of filed) If possible, check ahead of time whether any calls are to be put through to either the manager or the visitor and obtain the names of those to be connected. The forwarding of calls may be routine procedure in your office. 3. Obtain necessary information about unscheduled visitors. Ask for the visitors name, organization, and purpose of visit and time needed. Write down this information and take it to the manager. The manager will then decide whether or not to see the visitor. Certain coworkers, family members, or close friends may be allowed to drop in unannounced. Try to determine the preferences of each manager in handling such unscheduled interruptions. 4. Establish with your manager whether and when to allow drop-in visitors.

During certain times of the day, for example, your manager' door may be left open. This means that anyone can see the manager -no appointment is needed. You will need to understand such signals, so if you are unsure about what is expected, ask your manager. Some managers prefer to keep the doors to their offices closed even if they are available so that they wont be bothered by noise or other distractions.

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Refer visitors to others when appropriate

Encourage visitors, especially unannounced ones, to explain their business. In some instances, you may be able to provide the needed information or indicate another person who can be seen immediately. You may need to call someone in another department about seeing these visitors. Then take the visitors to the correct department and introduce them to the person who can help them. Every visitor should receive high-quality, courteous treatment. 6. Develop interruption procedures Discuss with your managers when you should interrupt lengthy meetings and what approach you should use. For example you may be expected to call the manager, bring in a note, or mention other commitments. 7. Keep records Your company may require you to keep a visitors log similar to the attendance register of some sort. Some professionals such as attorneys, architects consultants and physicians keep detailed records for billing purposes. Such records can also be used for security purposes. PERSONAL QUALITIES THAT HELP TO CREATE A GOOD IMPRESSION WITH VISITORS smart tactful calm neat courteous well informed organised interested positive
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helpful patient polite friendly observant

SUMMARY There is no doubt that how you appear to a visitor is at least as important as what you say. Non-verbal actions can speak louder than words. Sit up straight in your chair with feet flat on the floor. Make eye contact with visitors, and maintain a pleasant expression. Appear to like the work you are doing. No matter how rushed you are, give visitors the impression that everything else can wait while you help them; they will appreciate your attention. Keep personal items out of sight, and take care of grooming matters (hair combing or tie straightening) out of visitors sight. Look directly at visitors as you greet them to increase your concentration on them. It may be appropriate to extend your hand to the visitors hand. If the visitor speaks too softly or unclearly politely ask him or her to repeat the name, affiliation, or purpose of visit. In addition, write down and practise saying all names. Keep on file the names of people who visit regularly. If you must make visitors wait, explain the delay as tactfully as possible. If the waiting time will be long, never let them think theyve been forgotten. Use a pleasant voice, speak distinctly slowly and loudly enough to be understood. Pronounce names clearly when making introductions. Avoid speaking to co-workers about office problems or personal matters in front of visitors.

Essentials in Telephoning Because the person you talk with on the telephone cant see you your smile, your facial expression he can only judge you by how you sound. His impression of you is fathered entirely by your VOICE and your telephone habits. Your Voice You should learn to cultivate a personal - interest tone. This means it should be Pleasant, Friendly, Cordial, Cheerful, Interested, Helpful. If your voice is not like that then it is: - Expressionless - Inattentive - Mechanical - Indifferent - Impatient Voice qualities There are five qualities of a good voice. 1. Alertness Give the impression that you are wide awake, alert, and interested in the person who is calling. 2. Expressiveness An expressive voice will carry your personality over the wire no matter how attractive, sincere, or alert you are, people will never know it if your telephone voice is a dull monotone. 3. Naturalness Be yourself. Use a natural vocabulary and tone of voice.
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4. Pleasantness A pleasant, friendly voice on the telephone makes friends for you and your company. A low, well controlled voice carries better and is more pleasant than a high-pitched voice. 5. Distinctness Clear, distinct speech is a must. A customer is not encouraged to do business with you if he has to strain to understand what youre saying. Your lips should be about a half inch from the telephone mouthpiece and should be used freely to form your words. Talk directly into the transmitter. Telephone Courtesy 8 Simple Rules Of Courtesy 1. Greet the caller pleasantly. Be enthusiastic and yet sincere. Youll find this makes an excellent impression on your customers. 2. Use the customers name. 3. Try to visualize the person. 4. Be attentive. 5. Take time to be helpful Its better to spend minutes keeping a customer happy than months regaining his good will. Keep any promises you make; do everything you can to follow through. 6. Willingly apologize for errors or delays. You cant always fix the mistakes made in your company, but you can always be courteous! Be genuinely sincere and apologetic. 7. Say thank you and youre welcome. Courtesy on the telephone makes friends for your company. The use of these phrases is one way to smile over the telephone.
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8. Good manners require that the person placing the call hang up first. Its courteous to wait for the callers goodbye. Lets examine this situation: Mr. Browns Office, Miss Cole speaking Brown there? Im sorry, Mr. Brown is not in his office at the moment. May I ask who is calling? Osei of Osei Foundations. I would like to know why my order for those special-offer air-conditioners hasnt been shipped. Ive got customers whove been waiting two weeks for them. What am I supposed to tell them? I will ask Mr. Brown to call you back, Mr. Osei. I want some action today. How do I know Brown will call back today? Mr. Brown should be returning to his office within the hour. Now if you could just give me the date of your order, I April 15, and here it is almost Easter. I wont be able to sell those units at all unless I get them right away. April 15, thank you. Ill give this information to Mr. Brown, and you will hear from him today, Im sure. Thank you for calling us about this order, Mr. Osei. Goodbye. DISCUSSION QUESTIONS What do you think about the Secretarys role in this conversation? What are some of the good things about her that we could emulate? How would you describe the mood of the caller? Do you think that the Secretary dealt with the situation appropriately?
No matter how hectic your day, keep in mind that your telephone is a major business tool and perhaps represents the most immediate way to present your office, organization, and manager in the best possible light. You should also remember that a ringing telephone is an indication of client or customer demand and, in some situations, of success. One office professional has said, I appreciate some quiet, but if my phone stopped ringing

there wouldnt be much for me to do! Once you realize how much your telephone contributes to your companys success, its ringing will less irritate you. CORRECT TELEPHONE BEHAVIOUR Correct telephone behaviour isnt complicated, but it does require consistency and a positive attitude. Keep the following tips in mind very time you answer the telephone: 1. 2. 3. 4. 5. 6. 7. 8. 9. Speak expressively, with feelings, friendliness and interest. Use a natural tone of voice and grammatically correct uncomplicated language. Speak directly into the transmitter; pronounce each word clearly. Include words and phrases such as please and thank you for calling Listen attentively and repeat important details such as names, telephone numbers, and messages. Put aside what you are doing so you will concentrate on the communication. Turn away from distractions; concentrate on listening to the caller and writing down important information. Use formal address, such as Ms. or Mr., unless you are very familiar with the person. If you must put the caller on hold, check back with that person every thirty seconds to sixty seconds.

The following techniques, which are simple but effective methods of preventing loss of valuable information and/or creation of a negative organizational image: 1. 2. 3. 4. Answer promptly within the first three rings. Use a standard greeting. Identify your organization and yourself; then ask how you may help the caller. This will help you begin each call in a friendly and businesslike manner. As the call begins, concentrate on what is being said. Careful listening is extremely important. When necessary, repeat a phone number, ask for the correct spelling of a name, or summarize information. During the call, emphasize personal treatment, courtesy and follow-up. Say the callers name frequently, and use polite language. Close the call with follow-up responses such I will give Ms. Stephens the message as soon as she comes in. I will get the documents you requested from our sales office and send the information out today. I will check with our marketing department to see if someone there can call you back with those figures. If you must end a call abruptly, indicate the reason, for example, Im sorry but Ill have to hang up now to deal with an emergency. Before hanging up, establish when you will call back if that is appropriate or necessary

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Effective calls generally are short and well organized. When you receive a call encourage the caller to get to the point of the message or information. Summarizing what was said, followed by a polite Do we have anything else to discuss?, will help bring the call to a close. Here are a few situations and some possible responses you could give. Greeting: Good Morning! Mr.s Office. Mrs./Mr./Miss .. speaking. Placing on hold: This will take a moment or so; would you care to wait, or may I call you back? I have another call; would you mind waiting just a moment? Or may I call you back? Mrs.. s line is busy. Do you care to wait? Breaking a hold: Mrs. Is still on the other call. Do you want to continue to wait, or may I have her call you? Im sorry about the delay. We certainly can help you. Im sorry his line has been busy, but he can help you now. Transferring: The department would be glad to help you. May I transfer you to Mrs.. in that department, or would you like her to call you? Taking a message: Hes not at his desk now. May I tell him who called? I expect him at 11oclock. I will give your message to him as soon as he returns. Would you repeat your name for me, please? Indicating a called party is not in: Mr. . Is not available right now. May I help you? Ms. . Is out of the office. We expect her by 2 Oclock. Could mr. .. help you?

Mrs .. was delayed unexpectedly this morning. May She call you when she arrives? Closing: Thank you for calling, Mrs Abakah That will be taken care of today, Mr. Assafuah. Goodbye. Im glad we could be of service. Goodbye. Yes Sir, Ill be glad to do that for you. Goodbye.

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