The extent of involvement with
visitors will depend on the size of the organization and the way it is
structured.
Small Organization
In small organization there may be
only one member of the office staff who carries out a wide range of duties,
including of receptionist. It will be that person’s responsibility to make
callers feel welcome, show them where to wait and direct them to the right
person or place.
Large Organization
Large organizations generally employ
a receptionist to handle the switchboard, deal with callers and give routine
information about the organization. The reception area is located near the main
entrance to the building or suite of offices.
Security
Some organizations require clients
to sign a visitor’s book when they enter and leave the office. The receptionist
might also supply visitors with an identifying badge or tag to wear while they
are o the premises.
Visitors’ Requirement
Acknowledge visitors as soon as they
arrive. Your manner should always be courteous, pleasant and helpful. Politely
ask the visitor’s name, who they have come to see, and whether he or she has an
appointment.
If you frame the question carefully
you will get a clear and pleasant response. Here are some examples: “May I have
your name please?” : “Would you mind spelling your name for me ?”. Concentrate
on the answer given, maintain eye contact as much as possible, and avoid asking
for answers to be repeated.
Try not to make visitors wait. If
you are on the telephone, acknowledge to visitor by a nod or smile.
Locating staff for visitors
Once you have greeted the visitor
and established why they are there, contact the person they have come to see as
quickly as possible.
Contacting the staff member
Phone the relevant staff members to
tell them that their visitor has arrived. They will usually ask you to direct
the visitor to their office, come to reception.
Directions for Visitors
The manner in which a visitor is
directed or escorted depends on the size and layout of the office. Remember, if
you are responsible for switchboard duties and you leave your workstation, you
must ask another member of staff to take calls while you are away.
Delays
or non-availability
For various reasons, a staff member
might not be able to see a visitor immediately, even if he or she has
appointment. If this happens, it is courteous to keep the visitors informed.
Explain why the staff member is delayed or currently unavailable, and how long
you think the visitor might have to wait.
Difficult situations
Because the receptionist deals with
so many callers and clients, he or she will sometimes have to handle unusual or
challenging situations. These might be related to appointment details,
misunderstandings, diversity of personalities or sensitive information. You
should handle all situations and callers calmly, confidently and politely.
No comments:
Post a Comment