Since receptionists always have to deal with people from all walks of life, by phone or in person, they should be taught tact. This means they should know what to say or do in order to avoid offending the other person. It also means that the receptionist should be skillful in dealing with delicate or difficult situations. When encountering certain situations or issues, the receptionist should be open and honest without hurting the feelings of anyone. Being considerate of other people’s feelings should be of utmost importance especially when relaying sensitive information or when dealing with difficult issues. Tact helps people avoid conflict while finding common ground with other persons. It’s all about respect, compassion, discretion, honesty, thoughtfulness, diplomacy, subtlety, and courtesy. It all boils down to having good manners.
To ensure uniformity and appropriateness when answering queries by phone or face-to-face, many companies have come up with a receptionist script that each front desk staff should know by heart.
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