reception incharge 167

8/2/2019 Reception Incharge 167

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RECEPTION INCHARGE

RECEPTION INCHARGE

Session is for one day

Learning Program:

1 - Understanding Job2 - Communication

3 - Telephone / Call Management4 - Greeting People5 - Personality Development


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AREAA receptionist is a person in an office/administrative support position.The work is usually performed in a waiting area such as a lobby orfront office/desk of an organization or business. The title"receptionist" is attributed to the person who is specifically employedby an organization to greet any visitors or clients.

JOB

The business duties of a receptionist may include: answering visitorinquiries about a company and its products or services, directingvisitors to their destinations, sorting mail, answering incoming callson multi-line telephones or a switchboard, setting appointments,filing, records keeping, keyboarding/data entry and performing avariety of other office tasks, such as faxing. Some receptionists mayalso perform bookkeeping or cashiering duties.


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Answering for DeptAnswering Calls for Your Department

*Answer promptly (before the third ring if possible).

*Before picking up the receiver, discontinue any other conversation oractivity such as eating, chewing gum, typing, etc that can be heardby the calling party.

*Speak clearly and distinctly in a pleasant tone of voice.

*When transferring a call, be sure to explain to the caller that you aredoing so and where you are transferring them.

*If possible, attempt to find out where they should call/to whom theyshould speak. They will greatly appreciate it. When the calledparty is not in, write down the messages and put it on the calledpersons table or inform him/her later without fail.


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What You Mean: How To Tell the Caller:1. "He is out." -

"He is not in the office at the moment. Would you like to leave amessage?

2. "I don't know where he is." -"He has stepped out of the office. Would you like to leave a

message?

3. "He hasn't come in yet.""I expect him shortly. Would you like to leave a message on hisvoicemail?"

4. "She took the day off.""She is out of the office for the day. Can someone else help you?

5. "He doesn't want to be disturbed.""He is unavailable at the moment. Would you like to leave a

message?

6 "She is busy""She is unavailable at the moment. Would you like to leave a

message?"

What You Mean: How To Tell the Caller:1. "He is out." -

"He is not in the office at the moment. Would you like to leave amessage?

2. "I don't know where he is." -"He has stepped out of the office. Would you like to leave a

message?

3. "He hasn't come in yet.""I expect him shortly. Would you like to leave a message on hisvoicemail?"

4. "She took the day off.""She is out of the office for the day. Can someone else help you?

5. "He doesn't want to be disturbed.""He is unavailable at the moment. Would you like to leave a

message?

6 "She is busy""She is unavailable at the moment. Would you like to leave a

message?"


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Transferring Calls

To transfer a call:

Let the caller know where you are transferring them.Dial the extension where you are transferring them.

To announce a call:

Find out the name of the caller and ask what it is in regard to. (Why theyare calling).

Tell the caller to please hold for a moment.

Dial the extension of the person the caller wants to speak to.

Wait for the person to answer.

Tell the person who is calling.

a) If the person accepts the call, transfer the call.

b) If the person asks you to take a message, then press the button wherethe caller is holding. From there you can take a paper message and sendthat paper to that person.

http://www.marastar.com/viewdemo.aspx?id=3&source=26&ft=1


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Good Telephone Procedures

Remember that you are representing yourdepartment and etiquette is very important.Using phrases such as "thank you" and "please"

are essential in displaying a professionalatmosphere.

TELEPHONE QUERYVideo : http://www.citehr.com/viewtopic.php?t=32818#137948


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Taking Messages

Be prepared with pen and message slip when youanswer the phone.

When taking messages be sure to ask for:

Caller's name (asking the caller for correct

spelling.) Caller's phone number and/or extension

(including area code)

Repeat the message to the caller.

Be sure to fill in the date, time, and your initials. Place the message slip in the called party's inbox

or on a the table in their office.


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Handling Rude or ImpatientCallers

Stay calm. Try to remain diplomatic and polite.Getting angry will only make them angrier.

Always show willingness to resolve the problem or

conflict.

Try to think like the caller. Remember, theirproblems and concerns are important.

Supervisor: Sometimes the irate caller just wants

someone in a supervisory capacity to listen to theirstory even if you are unable to help them.

After listening ask him either to send his complain on

email or call later so that you can discuss with theconcerned person and take proper action.


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http://www.youtube.com/watch?v=TRf752D-XxU

Greeting Guests/Clients
http://www.youtube.com/watch?v=TRf752D-XxU


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Good Telephone Habits forEveryone

Whether answering the phone or making phonecalls, using the proper etiquette is a must in orderto maintain a certain level of professionalism.

Proper etiquette leaves callers with a favorableimpression of you and your department. You'llalso find that others treat you with more respectand are willing to go out of their way to assist you

if you use the proper etiquette.


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Etiquette of a professional receptionist

* Do not make Reception Desk look like a rendezvous for holding meetings.

Reception is meant to receive the customers / visitors.

* Set Reception as an example of hospitality. It is the Reception which

creates the First Impression amongst customers / visitors. In otherwords,

Reception reflects the attitude of the Organisation.

* Have a polite tongue. Sound, as if you are the best friend to the visitor.

* Be a guide to refer the visitors to the right person.

Pick up the phone within 3 rings. Don't test the patience of the caller.


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Don't test your decibel level over phone. Loud mouth means bad reception. Speak

pleasantly and softly over the phone.

* Don't shout for the person to whom the call has been made. Pass on the msg withdignity and save the environment from noise pollution.

* Don't keep the telephone lines busy with your personal calls. Leave the lines free for

the customers to contact the Organisation.

* Beware of your language and vocabulary. "Who are you?" sounds authoritative andwon't be appreciated. Instead choose to enquire "May I know who is on line ? or "With

whom am I speaking to ?" or simply "Who is on line / calling please ?"

* Distribute mail / fax msgs in minimum time. They are meant to be business

communication. A delayed business communication might lead to total loss of business,

itself. Like wise, transmit outgoing faxes immediately. This would project theOrganisation being responsible and also would help the decision maker to act on time.

* Dress up decently. Your dress should make you respectable. Remember, you are

representing an Organisation.


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PERSONALITYDEVELOPMENT

TEN IMPORTANT POINTS TO BUILD GOOD PERSONALITY

1) KINDNESS

2) CLEANLINESS OF BOTH MIND AND BODY

3) UNSELFISHNESS 4) GOOD OUTLOOK

5) OBEDIENCE TO IDEALS AND PRINCIPLES

6) HONESTY IN ALL THINGS

7) TRUTHFULNESS

8) TRUSTFULNESS

9) RELIGION OR FOLLOW RULES

10) GOOD HEALTH


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I HOPE YOU LIKED THE SESSION, PLEASE GIVE YOURFEEDBACK AND PLEASE WRITE WHAT HAVE YOU

LEARNT AND HOW WILL YOU USE IT IN YOUR JOB?

THANK YOU !!!!

-SANJUKTA GHATAK-ASSTT. MANAGER - HR

reception incharge 167

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