The front desk receptionist is one of the most crucial positions to many businesses. Your receptionist is the face of your business, and his or her performance will have a huge effect on how clients perceive you. The importance of this role simply cannot be overstated. While hiring the right person is crucial, it isn’t always easy. However, there are specific things you can look for, and also some basic front desk receptionist etiquette tips you can incorporate into training materials and policies.
Front Desk Receptionist Etiquette Tip #1: Give A Great First Impression
If you look at any front desk training courses or videos, many have one common thread: make a great impression. How does one do this? Start by greeting customers with a smile. Offer to help with any questions or concerns, and confirm patient information quickly and competently.
Take Training Seriously
While every business has their own training regimen, there are lots of resources that will help people quickly pick up tricks of the trade. A great receptionist will take a little time to learn the small touches and tactics that can help them stay in control of interactions and give a great first impression. For instance, if a guest wants directions to the elevator, clearly spoken directions leave a much better impression than simply pointing the way. Another great tip? Using the words ‘for you’ in replies. These are just a few small touches that can make a big overall difference. Spending time reading blogs (like this one) and watching videos can help someone learn lots of front desk receptionist etiquette tips. This is a great way to fill up down time on slow days!
Learn To Deal With Angry Customers
Sooner or later, all businesses are confronted with an unhappy client, who may or may not have a valid complaint. It’s crucial for a front desk receptionist to be able to handle such situations tactfully and professionally. It isn’t easy keeping your calm when someone is irate, but that’s exactly why this key skill can be hard to find. Our front desk reception etiquette tip: stay calm above all else. Involve a supervisor if necessary. And once a resolution has been found, be sure to follow up.
Keep Smiling
Did you know that smiling has a huge effect on voice and inflection? Someone who can smile through even the most hectic, busy day may be worth their weight in gold at front desk work. Since your front desk person is the face of your business, it’s important to make sure that face is a friendly one. Your policies and training materials should emphasize this simple tactic. Smiling—even on phone—is a great front desk etiquette tip.
Using these front desk receptionist etiquette tips, you’ll be well on your way to providing an excellent customer service experience.
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