As in hotels, companies have a reception desk where they inform the customer or put him in touch with the person who has come to visit. It is a static space that determines the first impression that a person will take away from our service. The advantage of being physical is that we can use the senses to enhance this image. The problem is that it requires some investment in architecture and decoration if we want to please or make our client feel comfortable.
The truth is that most of the contacts we will receive will not be made within our facilities. Time is money, and the displacements require some effort, so we have to be aware that communication is going to be given by telephone or online. Therefore, the senses that will receive vital importance in our business will be the hearing and the sight within its reading modality.
A good receptionist should, therefore, have a pleasant voice as well as a good writing ability. And, most importantly, that you know how to properly handle the telephone and the office programs of this position.
But that is only the first step. A voice does not need to be extremely good to be equal or more effective if you do not know how to use it correctly. That is, it must be intelligible, moderate and educated. The first two are based on oral technique. The last one, in knowing how to offer a formal and educated treatment to the clients. Here lies the differentiating key to finding a good receptionist.
When a client arrives at an office, he does not know the interior layout. The receptionist is not only responsible for providing you with the requested information but also performs guidance functions. But customers have already been able to get an idea about our work by seeing the facilities. However, when the contact is made through the telephone, whoever makes the call will be completely blind and will depend on their acoustic ability to achieve their goal. So, on the one hand, you must understand everything that is said clearly and precisely. And on the other, receive formal treatment because all we know is that on the other side of the device there is a person who has invested his time in making that call. The best way to thank him for his annoyance is to respond with education.
Has good people skills
However, let’s not forget one thing: reception is the filter that exists in companies to access workers who perform the inherent functions of the business. A good receptionist takes as little time as possible to connect the client with the person who wants to speak, to send the call to the person specialized in the subject in question and to streamline the processes of transmission of information. A good receptionist has to be dynamic to keep the line (s) unoccupied (s) and avoid neglecting other calls that can be received in the same time frame.
Knowing how to offer fast and educated attention is synonymous with professionalism. And that is what we need our receptionist to transmit to clients.
Extremely organized and able to multitask
On the other hand, another of the usual functions in reception is the collection of packages that reach the company. This task usually poses a series of drawbacks if a call is being made at that time. The delivery man has a time limit with his route and needs to speed up the procedures – usually only requires a signature, but in other occasions, it is necessary to write down his name, DNI and even stamp a stamp – in order to deliver the orders on time. The routes are zonal, and their schedule will vary depending on the courier company in question. Our receptionist can be busy answering a call at that moment, so your attention has to be divided to fulfill two tasks simultaneously. So it is necessary to demand capacity of versatility to our receptionist without affecting their service provision. That is, be able to be active without getting nervous. The nerves transmit insecurity, a bad reflection of the professionalism of the company.
Last but not least, the company has to perform a series of daily tasks that usually require reception assistance the organization of the agenda, for example. Currently, these processes are computerized, allowing them to be carried out more quickly than before. The good receptionists dominate the operation of this type of programs so that they can play this function while answering the calls. Your secret? Handle with ease a series of formulas and questions with which to serve customers and simplify the time of attention to the maximum without impairing the quality of service.