The Front Line Receptionist

Question 1

What are 5 receptionist duties?

Answer 1

receiving calls(recording messages), tracking employee availability(preferences for handling calls, visitors),
greeting visitors ( security tags), ordering/regulating office supplies(new employee setup), special projects

Question 2

What are the other 5 duties?

Answer 2

service calls: copier, courier, facilities, handling incoming/outgoing mail(postage), calling taxi cabs, financial: price quotes: hotels, catering, equipment, petty cash, common areas( lunch room, reception)

Question 3

List steps to greet visitors with an appointment.

Answer 3

offer them a seat, notify person they are meeting, let them know they will see them shortly(or ETA), show them to meeting room/office(optional)

Question 4

List steps to greet visitors that are drop in.

Answer 4

ask how you can help them, request reason for the visit(to properly direct them), offer them a seat, notify person they are meeting

Question 5

What is a receptionist?

Answer 5

company image, connector: arteries,veins, sales professional(charisma, customer care, accountable)

Question 6

What is the foundation for excellent reception?

Answer 6

uphold company’s mission, create a positive first impression consistently, understand clients expectations, design your role(set goals, develop scripts)

Question 7

How can you be the best receptionist?

Answer 7

be humbly confident, be positive about the company, leave issues at home, know that it is not your job to correct customers(customers are not always right)

Question 8

What does H.E.A.R. stand for?

Answer 8

hold your thought, empathy, asking, and respond

Question 9

List steps for putting a caller on hold.

Answer 9

greet first, ask permission to place on hold, 1 minute or less, thank them for holding

Question 10

List 5 E’s of effective reception.

Answer 10

enunciate, enthusiasm, effective, every time, everything

Question 11

When should you screen?

Answer 11

if it matters to the person receiving the call

Question 12

What should you write down when someone calls?

Answer 12

log call time, person, whom they are calling, bounce back, disconnected, voice-mail

Question 13

What do you do when someone is at your desk?

Answer 13

eye contact, smile, nod, mouth “hello” and “1-minute” gesture

Question 14

What does multitasking not include?

Answer 14

covering mouthpiece, working on keyboard, eye-rolling/exaggerated nodding

Question 15

What does acknowledgement tell the person at your desk?

Answer 15

I see you, you are important to me, I will help you as soon as I am able

Question 16

What is alignment when dealing with difficult customers?

Answer 16

getting yourselves on the same side

Question 17

What are the 3 stages of alignment?

Answer 17

disarming, focusing, and negotiating

Question 18

Name 3 things alignment is.

Answer 18

empathy(listen, put yourselves in their shoes), assure that you care, making amends

Question 19

What is not alignment?

Answer 19

blaming your company or a fellow employee, saying you were wrong, throwing free stuff at the problem

Question 20

What are 6 steps to calm a customer when they are angry?

Answer 20

apologize, use diplomacy, use computer mode(professionalism), focusing on the problem, empathy, and show appreciation