Receptionist Training Manuals
Prepare your front-desk staff to look and act professionally and on brand during this interactive training workshop. Schedule this course / program / class for delivery onsite.
Receptionist Training: How to be the best Receptionist Ever! TRANSCRIPT: Listen, if you answer phones and/or greet guests for your company, you are the one person who will be making a first impression on almost everyone your company ever does business with. You are the public face of your company!
This makes you the most important person your company employs and if you drop the ball, your company may never get another chance to earn that customer’s business This session was designed to help you become the best receptionist ever! So, let’s start with the top 4 rules for receptionists: RULE 1 – LOVE THE RINGING PHONE! Start by understanding: When that phone rings, it’s a good thing. If the phone quit ringing, we wouldn’t need you! Understand that when someone steps up to your counter or desk, it’s a good thing. If people quit visiting your desk, we wouldn’t need you! RULE 2 – LOVE YOUR JOB!
If I’m ever sick of being a receptionist and want to do something different with my life, I have to act as if I LOVE this job! Nobody in the private sector ever got promoted for being crappy at their job or openly hating it. Learn to love it, and you just might find yourself moving up quickly. RULE 3 – LEAVE THE ATTITUDE AT HOME! Leave your issues (and attitude) at home.
Your interactions are generally too brief to gain empathy or sympathy from those you encounter, so drop the attitude, keep your problems to yourself and do everything you can to deliver an exceptional customer experience! RULE 4 – THE CUSTOMER SHOULD BECOME YOUR PASSION! The customer is not always right, but they are always the customer!
– Your job is not to scold or correct them or even teach them a lesson – especially when they’re at fault – your job is to cheerfully help them speak to or see whomever it is they need. As I said, you have the most important job in the company; though just like every great leader I know, every great receptionist I’ve ever worked with was humble. While you are indeed the most important person in the company, you diminish your importance if you become self-righteous.
Receptionist Training Courses
Keep your perspective and you’ll do great! By the way, the worst receptionists I ever worked with could tell you all the reasons the company was not going to succeed. Their negative attitude about their company all but assured they wouldn’t last in their job, but not before spreading that negativity to others. Hint: Great people don’t want to be around negative coworkers. You may think you’re developing bonds with those who tolerate your banter, but inside their heads all they can think about is “how in the world can I shut him or her up?” So, ready to be the best receptionist ever? Let’s tackle the basics: Your goal should be to answer the phone by the second ring. Time is perceived differently by the caller, and 3 or 4 or 5 rings can seem like an eternity to someone needing assistance.
Smile – and if you’ve got the room for it, use a mirror! This is phone training 101 Remember the Three Es of The Perfect Receptionist: Enunciate! With Enthusiasm!
So you can be Effective! Let’s try this: Thank you for calling Bob’s Donut Shop, This is Steve, How may I direct your call? Direct the call enthusiastically with a standard phrase such as: It would be my pleasure to transfer your call to Mr. Johnson – hold please. If the requested individual is unavailable – either on the phone or away, be honest with the caller and cheerfully offer the assistance that best fits the situation: My apologies, Mr.
Johnson is on the other line. Would you like to wait on hold or would you prefer to leave him a voicemail? Give the caller a polite thank you when they answer your question and direct them accordingly: Thank you. I’ll place you back on hold and transfer you the minute Mr. Johnson is free.
That’s handling a call with all three E’s in place: Enunciate! With Enthusiasm! So you can be Effective! Why all three E’s?
Well, what if you answered like this: Bob’s donuts; hold please. The callers have no idea that you’re “totally swamped” today and frankly, they don’t care. Though coming back with an abrupt: How may I direct your call? Is not going make that perfect first impression your company is counting on. By the way, speeding through your greetings and transfers does not make you more efficient. Speeding through your greetings and questions usually means you’ll be repeating yourself more often than you’d like. Just remember to always Enunciate!
With Enthusiasm! So you can be Effective! Screen calls and visitors appropriately. For example, if someone on your team doesn’t care who is on the phone, then don’t ask callers “can I tell him who’s calling?” This can infuriate a potential customer. They especially hate having calls screened when they are returning someone’s call. If you’re a manager watching this, give some serious consideration to stopping all call screening on calls that are potentially from a customer or prospect.
So, we know the three E’s of being a perfect receptionist, right? With Enthusiasm! So you can be Effective! Well, there are two more E’s that are important to remember: “Every time” and “Everything” As in DO THIS EVERY TIME YOU ANSWER THE PHONE. Consistency is the key to being a great receptionist.
And, the Everything As in WRITE EVERYTHING DOWN! Listen carefully to the name of the person the caller is asking for. Repeat it back to the caller if necessary. Write it down! Because when, not if, the call bounces back to you, you make the company sound incompetent when you ask “Who were you holding for?” If they provided their name or any other fact, write it down!
Because when, not if, your manager wants to know about the caller, you need to be certain of their name and any other facts they provided. If the number is visible, write it down!
Because when, not if, they get disconnected and call back, you can add your apologies about the disconnection when they ask for the same person a second time. Stay on top of all transfers Write down the time of the call – this is critical in case you’re asked later about “who called and when did they call?” Keep your hold times under a minute – again, time is perceived differently by the caller; and a minute can often seem too long when you’re stuck on hold. Do you also manage a reception desk? One that greets visitors to your business?
If so, here are some quick tips: The person in front of you is slightly more important than the ringing phone but, balance these correctly. Acknowledge the in-person visit as soon as possible This might just be a nod or a smile at first Don’t underestimate the amount of time the person on the phone will need help – ask them to hold if necessary The three E’s are just as critical here: Enunciate! With Enthusiasm! So you can be Effective!
However, enthusiasm really shows now Greet delivery drivers, postal workers, vendors and repairmen with the same professionalism and enthusiasm as any other visitor. And finally, remember that words matter, so get in the habit of using the following phrases constantly (where appropriate obviously), as these words can help you break down barriers and diffuse bad situations quickly. Words and phrases such as: Thank you Please You’re welcome My pleasure Good morning Good afternoon Have a great day Have a great weekend If you say these with a smile and a feeling of genuineness, you make your visitors and callers feel good, and you make yourself feel good, as well. It was certainly my pleasure to provide you with this short and sweet video lesson. I’m hopeful you’ll take this lesson to heart and become the best receptionist ever! Now Have a great day and thank you! Hi, I work in an insurance office for the past year.
There is two of us here, it is a really busy office people coming in and phones ring off the hook most days, which is great that business is good. We strive everyday to make people feel welcome, valued and even listen to their personal stories and congratulate them on new cars and ask if they are okay if they have been involved in an accident. Use all the key words, polite etc, dont talk over them but somehow politely cut them off as you have 5 other lines ringing and you need to answer those calls too.
I feel we go above and beyond most days, no ones perfect. I am writing you today, as I am starting to feel defeated somewhat. This is my 2nd reception job and I can say I love it.
I am happy answer the phones in a cheerful manner, shoot the quick breeze convo about the weather if customer initiates it as i feel to be professional personable is really important. We have had random bad customer reviews about reception about the customers experience that we are unpleasant or rude.
We do not know who the customer spoke to as we have back up supports as well within the office. My boss says they are not concerned who they spoke to but my boss would like a team meeting to discuss do and dont’s and how we can improve? So i feel lost what are we missing? This shocks me.
I have always made countless effort to be very pleasant as we are the faces of the company. A job example: When phones are ringing and people walk in and say there is just one of us at time, i try to nod to the person coming in or wave, and deal with the person on the phone, as my work has said they phone should not ring more than 3 times, so that pressure is on to answer and direct as fast and efficiently as possible. I will end the call with the customer or re direct, then apologize to the customer in front of me which they are normally understanding, most times we have a free second to call for back up, but when were super busy it is hard to call for back up as all lines are ringing. And all our vice presidents can here is unanswered calls.
I know we cant please everyone, but I am just so upset that we are viewed that way and no one ever hears the good people just complain about the bad. Can you offer any insight, tips and tricks or do ‘s and dont’s i have been researching all morning, for our team meeting discussion on this. So I have had a few ideas of maybe having a quick comments type box or spot at the front so we can start bringing in the good reviews and maybe hear the bad also, and understand why. My boss and fellow co workers do not agree of customer evaluation for the front desk. My question is then how can we get the good reviews in so our managers and owners see we are doing a great job. Thank you Sabrina.
Steve Stauning June 28, 2018 @ 3:29 pm. Hi Sabrina – Thank you for detailing the issues you’re facing. First, it sounds to me like your office needs to hire an outside service to pick up calls after 4 rings or so. A well-trained, outsourced call center can cost-effectively take messages and direct calls when the reception staff is busy. (I do not have a service I recommend; so, plan to start with a Google search and make sure that you choose someone with no setup fees and no long-term agreements.) Second, where possible, set the time expectations for anyone you’re helping. When you can “reset” their internal clock by letting them know something is going to take much longer than expected, most customers will be fine with waiting for service. (Here’s a quick blog post I wrote last year on the effects of doing that:.) Third, you should start requesting positive online reviews from those who are truly satisfied.
This will balance out the negative reviews from those who just cannot be satisfied no matter what you do. (Here’s a quick video series on doing that: ). I’m hopeful this helps!
Best wishes, Steve. Viv March 11, 2018 @ 8:40 pm.
Hi Viv, This is a great question! In many instances, the receptionist position requires no prerequisites. It’s considered entry-level, in that companies are often willing to train someone who has a desire and has a clean work history. Certainly, if you come with experience working in any hospitality field – like a hotel porter – you will be seen as a definite plus to any employer. The key for you is to make sure your manager knows your goal is to move into a receptionist position (when one becomes available). Provided you excel at a porter position, for example, you should be in-line for the next open reception role.
If for some reason, you don’t find yourself being promoted from the porter position, it’s important to keep your options open and begin searching outside for the role you want. Steve. Ashley B. February 1, 2018 @ 4:59 pm. This is great, thank you. I’ve never been a receptionist before, only in basic customer service with problem solving and being the second person usually that gets the customer. I’ve been able to go to work in jeans and t-shirts, still have my hair wet from my morning shower when I come in the door, and casual wear.
Even reading this being a new receptionist at a yacht management company, this has helped immensely. There are many things I need to work on. I was able to take notes and watch your video, as well as many others on YouTube. I’ll definitely be reading this again and taking everything in to excel and do better & more than ever. Ivy Baker September 30, 2017 @ 12:12 am. Hi Yashoda, The sad reality for many receptionists is that it feels like there is nothing to do all day. This could be an actual fact or it could just be your perception of how each day goes.
For most, it is the nature of that specific position in that specific company. Some employers just need someone sitting in the chair – looking sharp – to address and direct the occasional client visit or call.
While others tend to be those managers who provide little to no direction – expecting you to find productive ways to keep yourself busy. I recommend you ask for feedback and additional duties – but no more often than once a week; perhaps even less, because you do not want to be viewed as a pest.
Depending on your culture and the culture of your workplace, this could be as simple as saying to your boss “I feel like I have a lot of free time throughout the day – is there something more I could be doing?” In the end, it’s important that you are perceived as exceeding the expectations of your employer. While it would also be great to remain busy throughout the day, some jobs just aren’t built that way. Best wishes, Steve. Rose Richardo April 23, 2017 @ 4:34 am. Hi Steve Stauning I’m from one of the islands in the Pacific called Micronesia, i’m working at one of the hotel on this island that most people across the world visits every year just to see our ruins and world war 2 old stuffs. Its a very small island in the pacific which is adapting new life styles and new technologies which means no competition with the private businesses.When phones, internet, tv cables are not working, its very fraustrating when asking for repair even the air conditions,I tried my best to explain nicely and try to work things out, but what i’m asking from you is how can i tell the customers nicely that they are visiting a third world country and don’t expect too much from here. Thanks Rose.
Steve Stauning April 23, 2017 @ 12:16 pm. Hi Rose, What a great question! Also, what a beautiful place to live and work! Your issue can best be solved by communications from the hotel prior to and during check-in. If you can convince your employer to put some or all of the following in place, you’ll be amazed at how customer attitudes will change: 1. Include in the marketing (and on the website) a statement like this: “For all of the reasons that make Micronesia such a great place to visit, including our remote location, the historically preserved architecture, the and the , this also means that modern conveniences like Internet Access, Telephone Service, and even Air Conditioning can and do suffer short, periodic outages.
Please take this into consideration when you visit us, as we want you to enjoy all that our beautiful property and the entire island of Micronesia has to offer.” 2. Include a similar statement in a pre-visit welcome package to all registered guests about a week before they arrive. When checking someone in, the clerk should recite something like “I am sure you’re already aware that because we are on a remote island, we can and do suffer short periodic outages of modern conveniences like telephones, internet and even air conditioning that are completely out of our control. I am hopeful this doesn’t happen during your stay, but it probably will.
When it does, please rest assured knowing that our team is doing everything we can to help the utility providers get us back up and running as quickly as possible. Enjoy your stay.” By managing the guests’ expectations before they arrive – and preparing them to actually expect outages – will stop most, but not all, of the unreasonable customers who demand something that is out of your control. Hope that helps! Best wishes, Steve.
Dinah April 13, 2017 @ 8:01 am. Hi Steve, I would like to ask an advice from you, im working in a new company which is a film production, im a pioneer receptionist. I work here for almost one month.
I don’t have any idea what to do more aside of greeting guest who coming in or answering phone calls. Im always dealing with anxiety everyday and i cant help my self for that. We are not yet fully operated. All i did was enhancing myself in excel and word program. So i would like to ask help and advice on what things that i should do to develop myself as a receptionist. Steve Stauning April 13, 2017 @ 1:19 pm. Hi Dinah, My apologies, but I don’t think I have enough of an understanding of your issues to offer anything beyond some generic advice (based on what I feel I do understand): First, with the anxiety you feel.
If this is because of self-inflicted stress (constantly thinking “Am I doing a good enough job? Should I be doing more?” etc.), then you’ve got to find a way to not focus on the negatives (or, more precisely, your perceived negatives) by ensuring your day is full and that you simply do your best at each task assigned. Second, for the (what I believe are) self-doubts, you could truly stop caring so much about what others might think and focus on this absolute fact: All you can do is all you can do; and all you can do is enough.
If anyone truly wants more than Dinah can give for an entry-level position, it’s time to start looking elsewhere for work. (BUT, NEVER QUIT UNTIL YOU HAVE A NEW JOB.) Finally, no right-minded boss or company ever disliked an employee who arrived early, arrived sober, worked hard, smiled, avoided the negative office talk and stayed late. Do those 6 things everyday better than anyone else and you truly should have no fears of growing in your career. Regarding how to develop yourself as a receptionist, I think you’re already on the right track by seeking out video lessons like this one.
Continue to learn and work to incorporate what you learn today into your work today. Best wishes, Steve. Mary Cheney March 2, 2017 @ 6:44 am.
Hi Mary, I’m glad you’ve found my training helpful so far, and I am hopeful I will be able to continue to help you. More than anything, it’s important to always remember that you are the only one who can make you feel small. You are in control of you and your feelings. Remember this each time someone tries to bring you down to their level.
The negative people at work – whether they are customers, bosses or coworkers – are the ones with the problem, not you. I once worked with a real jerk who wanted nothing more than to see me quit. Though instead of quitting – and instead of getting angry or even with him – I decided to take control of our relationship. I wrote about that experience on my leadership blog and although it’s a little off-topic, I think you might find the lessons I learned helpful in your situation.
Best wishes, Steve. Mary Cheney March 6, 2017 @ 12:46 pm. Steve: I am a receptionist (and have been for many years) who struggles with high-functioning anxiety, primarily social in nature. Strange, I know. To be frank, a reception position is not a good fit for me; however, while I am still searching for what -would- be a good fit, I want to be the best receptionist I can be for my company. To that end, I am in search of some advice on how to handle down time. I am in a unique position where I have very little to do throughout the day.
Personal busy activities, such as reading, playing trivial games, or watching videos are not permitted (as you might expect). I have been working on a handbook to assist the company with succession planning for my position, but beyond that and a few menial, short tasks throughout the day, there is very little to keep me occupied between phone calls and/or visitors. As a person who struggles from anxiety, down-time means that anxiety has time to take over. While my anxiety may be high-functioning, even I start to lose functionality when it gets bad enough. What would you recommend to keep my mind occupied that will not look unprofessional to customers or coworkers?.
Steve Stauning December 30, 2016 @ 11:09 pm. Wow, Tiffany, I am certainly not the best person to be asking for this kind of advice. That said, I do empathize with you and will give you my initial thoughts (as if I was in your situation): 1. I love the idea of the handbook, and would try to continue working on that or similar projects as much as possible.
Although reading is not permitted, I would be curious to find out if reading non-fiction, self-improvement or business-related books would be okay with your bosses. If so, I would seek out books that also tell a story (along the lines of ‘The Goal’ by Eliyahu Goldratt or even ‘Disney War’ by James Stewart). Finally, I would (almost) beg for more responsibilities and duties to keep my mind occupied (and to provide even more value to the company). I would make sure my bosses knew that I love keeping busy and that I feel I could be a greater asset if they would like to throw some additional tasks my way. These are the things that I would try to do – what you decide is up to you and your company. I am hopeful it all works out for you. Best wishes, Steve.
Tiffany F January 3, 2017 @ 1:49 pm. Steve: I appreciate your unique insight, and thank you for your response. To answer your second point: Reading books of any kind is not permitted, as whether the books are business-related or not, it appears unprofessional to be reading at the reception desk. People naturally assume that the books are not business-related, even if they are. It certainly does not present well. That said, I am permitted to do self-help online research, to a certain extent, as long as it pertains to my position specifically. This page is a perfect example.
It exactly pertains to my position and is a resource for self improvement in this position. Other similar articles are permitted.
The line gets a bit blurry from there, as just about anything I’m looking at online seems, at a glance, to be ‘personal content’, and someone has to take a really close look to see that it is actually business- or position-related. I have asked for more responsibility, but my skills are limited to writing (my specialty) and document production at least when it comes to sitting at a desk. I am decent with photography, but that requires being up and moving around not exactly a receptionist’s prerogative. Unfortunately, my request for additional responsibilities has been verbally granted, but nothing has come of it. I don’t think that the company has much that I can do that isn’t already being done by someone who was hired to do it.
E.G., our marketing specialist handles most of our writing and document production. Steve Stauning January 3, 2017 @ 1:57 pm. Tiffany, Given that you excel at writing, might I suggest you write a novel during your work hours?
I once had a similar position where my supervisor preferred to keep me bored, so I wrote eight full-length screenplays over the course of a year. (Never sold one, but it was a great experience.) Plus, writing on the computer made it appear (to anyone who walked by me) as if I was busy at work. Of course, you’ll want to be sure you receive approval to write anything not related to business. Best wishes, Steve. November 9, 2016 @ 4:32 pm.
Hiya Steve, I remember reading this before my job interview 6 months ago – I’m now 6 months in to my job as a receptionist; passed my first paper (with an A) of my accounting degree and just wanted to come back and say thank you. Everything about this speel is perfection is a nutshell but do you know what the best advice was – treating the couriers/cleaners etc with the same respect as every other visitor.
Now when a boss pops down after 4pm(courier cut off) with a parcel; the courier driver will make a special trip to keep me happy. Also the cleaner picked up my wallet a few weeks ago (with near on $400 worth of cash in it) and when I came back to work to look for it, she’d waited around for me to make sure I had received it. I was like “oh I’m sorry, you didnt have to wait around for me” and she said “You’re the only one I’d do it for – cause you’re the only one here that knows my name.” I’m exceptionally happy in my job and I feel that it’s because I come to work with a great attitude everyday. Thank you for your inspiring words of wisdom – and I hope other people take your advice as well 🙂. Steve Stauning July 26, 2016 @ 11:37 am. Dear Steve, Regarding your reply: “When the average manager asks for their calls to be screened, they are (in effect) saying one or all of the following: (A) “I am a self-important jerk” or (B) “I am lazy” or (C) “I easily fall for even the worst phone sales pitches and I need someone to protect me from vendor calls.” Wow, Seriously??
My receptionists are putting calls through to me that are basic questions that they are being paid to answer I recommended they screen the calls better, so they might be able to answer the questions themselves, instead of passing them on to me I also recommended that they take some of your courses/guidance on here, but now I look like an ass to them because this statement in your reply implies that I am wrong for wanting THEM to do THEIR JOB. All I want is for them to help the caller with the knowledge they have instead of bypassing it to me. I am an Animal Behavior consultant, and cannot legally give advice over the phone, without seeing the animal’s full case, and don’t want to be caught in a scenario where I’m being pried for free advice.
Your comments suggesting that I’m lazy or feel self- important are way off the mark. Frustrated, Leanne. Steve Stauning June 14, 2016 @ 6:29 pm. Wow, slow down your frustration, Leanne. 🙂 As you wrote, I said “ AVERAGE MANAGER” (emphasis added). Clearly, your position and the uniqueness of your business necessitates that your “receptionists” are more than just those who greet customers and direct their inquiries.
(Not all receptionist positions are identical in duties and scope.) Just as a medical doctor or a Fortune 500 CEO would not an be “average manager” and would require skilled associated to filter the inbound inquiries, it sounds like your work requires the same. My apologies that the distinction wasn’t made clearer. Best wishes, Steve. naomi May 22, 2016 @ 9:29 am. Hi Naomi, Is it something I said?
🙂 I assume you are referring to your job as a receptionist; and if that’s the case, then I certainly feel for you. The key for you is to first understand that if someone is directing undeserved displeasure your way, then that’s their problem. If you’re doing your job correctly, professionally and happily, then you cannot let other make you feel otherwise. That said, I’ve often written in comment responses on this site that sometimes it’s time to find a new gig. DO NOT JUST QUIT YOUR JOB! I cannot stress that enough: do not quit your job until you find something better.
Use your evenings to search for better opportunities and/or to take courses that will help you land a better career. Keep me posted on your progress; and if I completely missed your point, please let me know. Best wishes, Steve.
Kala February 12, 2016 @ 4:25 pm. Steve, I’ve been working over a year now with a small Automated Gate company.
I admit that I often find myself quite unconfident in what I do. Not only am I a receptionist ( scheduling appointments, invoicing, quoting, paperwork,collections etc.) I also handle the company’s bills, accounts, reports, along with cleaning. I have three different locations in different cities that I schedule and run, and that gets messy. I write everything down, but still manage to loose track of things and I sound unprofessional when it happens. Our technicians who have been in this field much, much longer than I have, get disappointed in me when I don’t know what part needs to go to which operator. I am not a tech. We have hundreds of parts in our inventory and they assume I know everything.
I’ve been researching to try and help with that. I feel like I’m not respected, and some technicians don’t take me seriously which results in myself and that technician getting chewed in the end, for example-They have several purchases made that I need to know why, what, who they were for, and I rag them everyday for a week and they give me nothing but excuses, making me unable to do my job efficiently. Also training wise-My boss and his team are hardly in the office. I wasn’t given much training at all.
This is my first receptionist job. I’m learning as I go, but I feel like I’m pathetic in their eyes even though I’m trying with what I’ve got to go on. Do you have any advise?. Steve Stauning February 12, 2016 @ 5:10 pm. Hi Kala, There’s an out-of-print book by Art Williams called “All You Can Do is All You Can Do, But All You Can Do is Enough!” that I recommend you read if you’ve already set a goal for where you want to go in life. If you’ve not yet set that goal, then discover that first before wasting time on any self-help book.
Whatever you do, don’t wait until you’re older to stop treading water. Now, to your current situation. There are countless unreasonable bosses and companies out there that pile too much on front-line employees and then expect miracles. The truth is that you can try to manage up (here’s a blog I wrote on that a few years ago: ) or you can tread water during the work day, and improve your job prospects during your time off. Assuming you have a 40-hour workweek, you have at least 20 hours each week you can dedicate to growing you.
Here are just a few inexpensive or even free areas where I would spend those 20 hours if this were my situation: 1. Community College or Free Online Courses on X (“X” is whatever skill set will make you happier and more successful than being a gopher for an absentee boss). Reading the Best Success Literature.
Start with the book I recommended above and then Covey’s “The 7 Habits of Highly Effective People.” Once you’re done with those two, seek out books more closely related to what you want to do with the rest of your life. Look for a New Job. Get some free resume advice online and freshen up your resume. While doing that, scour the job openings at least a few times each week. Look on the job boards (sites like Monster) and on Craigslist. A really cool job that pays better than your current job is going to be posted and then gone in a few days, so you need to look often.
Ultimately, it’s critical to realize that moving from dead end job to dead end job is treading water; and too many people without college degrees (and many with college degrees) waste their youth doing that. They wake up when they’re 50 years old still earning crap wages and working for jerks because they never took control of their work lives. Take control of your work life today. My advice is DON’T QUIT YOUR JOB. Instead, try to manage up at work, while you work on Kala during your time off. Eventually, your current job will become everything you want or you’ll find that job somewhere else.
Either way, just treading water will get you nowhere. Please keep me posted on your success! Best wishes, Steve. Kala February 15, 2016 @ 7:22 pm. My bosses want me to screen the calls better. I feel how uncomfortable the clients get and I get shy to ask and keep bothering them. As a result, I have forwarded to them several solicitation calls which are prohibited in my company.
I’ve been doing this for a month now and I really want to do a great job. I’m not an English speaker in fact I’ve been learning English for three years now.
Then I dared to apply from my housekeeping position to the front desk and I got the job! I do implement the three E’s but the screening calls and solicitation calls are holding me back from doing an even better job. So if you can give me some advice on how I can approach the clients and screen the calls successfully in a way that they won’t feel irritated and also some tips on how to spot solicitation calls, I will be forever grateful to you. Thanks in advance. Steve Stauning December 10, 2015 @ 10:46 pm. Hi Myleska, Great questions!
Of course, unless your bosses are Members of Congress or Fortune 500 CEOs, there is probably no real need to screen their calls. When the average manager asks for their calls to be screened, they are (in effect) saying one or all of the following: (A) “I am a self-important jerk” or (B) “I am lazy” or (C) “I easily fall for even the worst phone sales pitches and I need someone to protect me from vendor calls.” That said, they are your bosses and they are asking for better screening so let’s give them that without alienating the non-solicitation calls. I’ll start by assuming you already ask “May I tell her who is calling?” If so, then you’re halfway toward identifying the unwanted salesperson calls.
Customers will often self-identify with something like “Yes, my name is Steve Stauning and I have a complaint about” While vendors will sometimes do likewise with “Yes, my name is Steve Stauning and I’m trying to reach the person in charge of” If the caller just gives their name (and nothing more) there is an equal chance this is a client and an equal chance this is a salesperson – here is where you can use a simple trick to uncover the salespeople: YOU: May I tell her who is calling? CALLER: This is Barbara Jones. YOU (without hesitation): Let me transfer Oh, she just picked up her line; it could be a moment before I can connect you. CALLER: Okay/No Problem/Etc. YOU: In the meantime, is there some way I can assist you or perhaps get you the answers that you’re looking for more quickly?
At this point, most callers will have shared enough information with you that you can either put them through to your boss (if they are a client) or put them into voicemail (if they are a vendor). Unfortunately, there is no perfect way to do this, though I am sure that with enough time in that position you will be able to fine tune your approach and even come back to this post with your own tips. Best wishes, Steve. Alana November 12, 2015 @ 10:30 pm. Been reading you’re advice to others and was wondering if you could give me some advice too?
I’ve recently got a job as a receptionist in a beauty salon. This is my first ever reception job as I used to previously work as a carer but due to a health issue I had to leave. Can you offer some advice to being a good receptionist? I don’t want to let any of the staff down (or my boss as she’s a good friend) & I don’t want the staff to feel that they have to tell me to do certain things, that I should already be doing tasks without feeling useless at the computer. Thanks 🙂. Steve Stauning November 12, 2015 @ 11:14 pm.
Hi Alana, Glad to hear you’re working for a friend and that you’re taking the position seriously (in that you don’t want to let her down). Too many “friends” take advantage of their bosses when they were friends first.
Okay, now the advice (without knowing your specific situation, the advice will be the same as I would give to a receptionist serving multiple attorneys or realtors, for example): 1. Understand the goal of each partner/beautician/realtor. You might think all attorneys or all beauticians have the same goals as their peers, but they don’t. Some want to make the most money. Some want to avoid conflicts at all costs. Some want to skate through their day with no real work.
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Some want all of that and more. Once you understand their goals, you just need to do those things that take you closer to aligning your assistance to their individual goals.
(This, by the way, helps you reach your goals of staying employed, making money, growing in your career, being a helpful person, etc.) 2. LOVE your customers. Especially the bitchy ones. (That’s not a sexist comment – guys can be bitchy customers too!) When you love them (love is a verb, not a feeling), you immediately become indispensable in their eyes. (We all want to be loved, and we all love those who love us first.) 3.
Be a human being. Stay away from the corporate/customer service speak that makes so many receptionists come across like cold, hateable robots. Use words that you would use in everyday speech.
Be respectful and don’t talk just to fill the void. Be helpful by looking at every problem in terms of solutions. It’s very easy to simply tell a customer “we can’t.” Instead of telling them what you can’t do (for example “we can’t get you in today – we’re booked solid”) tell them what you can do (for example “although we’re booked solid today, would an appointment first thing in the morning work for you?”) There is a subtle difference in these two, but it makes a huge difference to the customer. Finally, don’t let anyone get you down. If you haven’t already done so, I recommend also watching my.
Steve. katy October 10, 2015 @ 7:40 pm. Interesting question Katy.
While I’m unfamiliar with the industry-specific challenges one might face in that role, I can tell you that my happiest moments interacting with receptionists at a gym all had the following elements: 1. The receptionist was focused on me (the customer) and not a coworker. The receptionist appeared to genuinely like his/her job.
The receptionist always smiled. The receptionist treated every customer with dignity and respect (regardless of how in shape or out of shape that customer was). Eventually, the receptionist learned/tried to learn the names of the regulars. When reserving a training or a court for me, they never acted as if they were put out. For the most part, what seems to work best in general business probably works best in the gym. Hope that helps.
Best wishes, Steve. vidya September 27, 2015 @ 9:02 am. Hi Vidya, Confidence is primarily borne from one of two places: KNOWLEDGE or CAREFREENESS. Since you are new, adding to your competency (i.e., learning how to do the job well) will help.
However, I’m going to guess that you are naturally a little timid around strangers. If this is the case, then even with perfect knowledge you are still very likely to show what others perceive as fear. So, that leaves us with your level of carefreeness. This may sound crazy, but you need to stop caring. You need to be free of worry and responsibility.
It’s a bit of negative coaching (something I don’t like to do), but stop worrying about what the person across from you or on the phone thinks, and just do your job. They are not important. They cannot control you. They are just as insignificant as the pile of paper clips in your drawer. The point of the paragraph above is to help you understand (in more positive terms) that people who are new to their jobs and DON’T show fear are simply carefree people.
They might be clueless; they might be dense; they might just not care; OR, they might just understand that it’s a job nothing more. My advice to you is two-fold: 1.
Work on your skills. But sometimes when new people show fear, they need to actually be reminded that learning will increase their confidence.) 2. Stop caring about making mistakes.
(If necessary, force yourself to smile.) Be happy. (If necessary, force yourself to be happy.) Learn to be carefree by understanding that no one will die if you completely fail at your job. This second point is best summed up by a saying one of my favorite managers of all time used to say: “We don’t sell plasma.” What he meant by this was that no matter how important our jobs, our decisions/choices/mistakes are not “Life or Death.” I’m hopeful you are able to overcome your fear; and I know you will if you’ll follow this advice. Best wishes, Steve.
September 12, 2015 @ 8:51 pm. Hi Dorcas, My apologies, but I’m not sure I understand the question completely. If you’re asking “do some receptionists have additional duties like cleaning around the office?” The answer is yes, they do. Whether or not they are compensated extra for this or not is debatable. Some bosses will say it’s included in their regular pay, others might pay extra for this. Regardless of the situation, it’s important to understand that in many jobs (including leadership positions) employees are asked to do more than their base job description would require.
This is not uncommon and not unreasonable for the employee to be asked to do a bit more. Ben Rhodes July 22, 2015 @ 9:39 am. Hi, I was came across your site and I decided to stop and read your material. I started working as a receptionist temp at an IT company in July 2015, and I have to admit reading your information serves as a good study guide. I mostly become quite nervous because I know this job comes with heavy duty, and I worry so much about making a mistake but this is a prestige company. My only issue is the phone calls, I always find myself stuck trying to understand the caller because they either do not provide enough information or they simply talk too fast for me to catch on to the issue they are having. Do you have any tips of how to deal with that issue without coming across to the caller as unreliable help?.
Steve Stauning July 16, 2015 @ 3:02 pm. Hi Angie, Great question – since I’m certain your issues are not uncommon, especially for temps. Here is the best advice I can give you or anyone tackling similar issues with a new job: 1. I don’t mean that you should become insensitive, but your “worry about making a mistake” will often lead to more mistakes.
Mistakes happen. In fact, mistakes happen more often when you’re new than when you’re a seasoned, long-term employee. Let the mistakes happen; learn from them; and move on. If a few common, simple mistakes cost you this job, then it simply was not a fit. (I would never want to work for a company/boss who didn’t understand the difference between honest mistakes and incompetence – life is too short to work for jerks.) 2. Speak more slowly when you answer the phone.
When you talk fast, the caller is more likely to talk fast. When you speak slowly and deliberately, so too does the caller.
Be prepared to always respond with “and how do you spell that?” when you don’t feel like you know who they are or what they’re looking for. Never let idiot callers get you down or make you feel small. Every job is important (or we simply wouldn’t have that position in our company, would we?). If someone becomes rude because you asked for clarification, just realize that’s their problem and not yours. Remember that 99% of the communication failures we encounter every day are the fault of the sender, not the receiver.
Be courteous, but forceful in asking for all the information you need to properly do your job. Keep me posted on your progress! Best wishes, Steve Stauning. amanda harrison January 18, 2015 @ 6:18 am. Hi Steve, I’ve been at my new job for about 3 and a half months. I’m the only receptionist and this job can be really stressful.
I still haven’t developed a routine with my daily tasks. I always seem to be rushing around at the last minute. My boss runs a small business and its family owned. I never deny anything that is brought to my attention. I’m establishing relationships with our clients and my coworkers.
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I love the job but I feel like its overwhelming at times. Do you have any more tips on how I can make my life easier as well as the people I work for and our clients? Thanks, Amanda. Steve Stauning January 18, 2015 @ 10:29 am. Hi Amanda, Unfortunately, without watching you work and without knowing the duties with which you are tasked, I can’t give you specific advice. However, I think your third sentence (“I still haven’t developed a routine with my daily tasks”) holds the key to what my answer would be if I could be specific.
Routine is boring but routine is efficient. Moreover, routine can be a great reliever of stress – especially in a receptionist position. It sounds to me like you’re headed in the right direction (you’ve already identified that you need more routine), so I wouldn’t be too worried if I were you. That said, if after 6 months you still feel like you’re barely treading water, it’s definitely time to get with your boss and ask for some advice. Be honest with your boss and let him/her know that you don’t feel like you’re as effective as you can be for the company.
Finally, it’s important to remember a few things: 1. You’re not a surgeon in a trauma ward (no one is going to die if you make a mistake or two). All you can do is all you can do. It’s just a job. One of about 140,000,000 jobs in America. If you’re not meant to do this one, there are millions more that might be a better fit.
I’m hopeful this helps. Best wishes, Steve. Shaibaan Khalid December 24, 2014 @ 11:23 pm. Hi Shaibaan, What a great idea for a new video series! I’m writing that one in the New Year for sure!
Until then, here are some of the ways other receptionists have proven to be effective with angry customers: 1. The customer is NOT always right, but they are ALWAYS the customer.
As such, they pay your salary, so remember “FMF” (Feed My Family). All of your actions should support your desire to stay employed and to feed your family. Kill them with kindness: The angrier they get, the kinder, quieter and gentler you become. This has been proven to defuse even the angriest of the bunch. No matter what they say or do, the only person who can make you feel small is you. Don’t let entitled idiots with poor manners change who you are by bringing you to their level. Rise above – you’re better than that.
Make it a game. Try to see how long they can stay mad (instead of trying to calm them down, which always seems to backfire). You should award yourself one point for every minute they stay mad. Also, see if you can get them to curse more than any other guest.
Give yourself one point for every curse word you hear and compare your results to your fellow receptionists. (Of course, the key to this game is to be gentle and kind, and to never turn into the idiot on the other end of the phone. If you do, you’re disqualified from the game.) I’m hopeful this helps!
Best wishes, Steve. December 28, 2014 @ 6:03 pm.