RECEPTIONIST AT

WORK
BY: AZMI A BAKAR
TIMES Management Training Sdn Bhd
D:\training slides\MENGENAL WATAK 2.ppt

Lets know each other

Interview your partner and introduce
him/ her to us:
Name / nick name
Department/ position
Year of service
Reason of attending this program
Others (if any)

Administrative matters
Morning Tea break
Lunch
Afternoon Tea break
End the session
Handphone
Washroom
Surau

Program Objective
Learn how to make a first impression people remember
To review best telephone practice and learn how to direct calls
correctly
Learn how to develop strategies for dealing with difficult
people and situations
Learn how to receive visitors professionally
Develop effective listening skills and focus on customer care
Learn how to stay motivated and be part of the company team
Benefits
Increased work effectiveness for individuals through better
understanding and application of the key responsibilities
involved in this job role

THE ROLE OF RECEPTIONIST

The Common Roles Support Staff
Office assistant
Mail and courier service administration
Typing or simple clerical duties

Customer Representative
Coordinating visitors
Customer service

Telephone Operator
Answering, transferring and making calls

Office Assistant
Most organization will incorporate the
office assistant function in the
receptionist Job description.
This is to create more value added job
Fully optimize the capability

Some Of the Office Jobs

Managing the mail and courier service
administration.
Assisting in coordinating the interview
Payment, invoices and delivery order
Administrative the receptionist area,
visitors room, meeting and conference
room and etc
Paging system.

INTERNAL AND EXTERNAL

SERVICE
Too frequently we think of customer
service as an external activity:
something that occurs outside the
organization to keep paying customer
happy. But internal customer service is
equally important.
Receptionist are also service provider
either to the internal or external
customer.
Receptionist act as the customer
service representative

Understand The important of

attitude
Most of the customer service fail are due to
attitude of the service provider as well as the
service support
Some of the example which related to
attitude are:

No ownership of the problem

No apology
Blaming of the mistakes onto someone
No resolution of the problem
couldnt care less attitude
Over promise and under deliver

Root cause on the attitude

Poor customer
service skills
Poor communication
and team work
Negative attitude
The organization
culture
No training

Understanding the customer service essential

skills

Product / service Knowledge

Good communication and interpersonal
skills
Apply effective problem solving and
decision making techniques and
approach
Negotiation skills
Planning skills

Gaining Customer Trust and Rapport

Show interest
Treat customer feedback as priority
Do not break promises
Fast respond
Continuous Corrective action
Apply win-win situation

TRUST TRAPS

Making assumptions
Breaking promises
Covering yourself
Spreading rumors
By passing people

In this session you will

Realize the impact of telephone
communications on customer
service
Review how to open, control, and
close telephone calls effectively
Learn techniques for managing
your voice and tone

Question
Why it is important to answer the
telephone effectively ?
______________________________
______________________________
______________________________

Why a proper answering telephone

techniques do important
One of the key element in providing effective
customer service competitive edge
Almost 40% to 60% of our communication in
the office involve tele-communication.
It reflects the organizations culture and
companys image
It is a part of communication tools
Developing additional values which become
competitive advantages
**

Have you ever heard

Due to poor telephone answering :
Loosing customer or business
Public relation with internal customer is
bad and affect teamwork
Created bad image to the public as well as
customer
Competitive disadvantages

Question
Give some example poor telephone
answering techniques
________________________________
________________________________
________________________________

Some of common poor telephone

answering techniques

No proper welcoming and greetings

Shouting and yelling emotional
No courtesies
Poor planning and time management
Poor knowledge on organization, services and
products
Did not write down the message D:\training slides\bola
ahmad.pps

Poor communication
Did not familiar with the hardware
No initiative

 Ahmad, Sitis husband went to

the market and buy 3 kilo of
Chili, 5 kilo of red onion, 10
kilo of rice and 4 kilo of sugar
and being requested to hand
over to Ms Lim.

Case study
Sally was the accounts executive for Belon Nasional
Sdn Bhd. She is dealing with invoices payment and
always received calls from vendors.
One day she was busy completing the full set of
accounts and as usual there are many incoming
calls for her. Most of the time She did not pick up
the phone and the phone keep on ringing and
disturbs others. When her office colleagues pick up
the phone and wish to transfer to her, she
immediately gave a remarks to inform the caller
that either she is not around or on leave.
What is your group opinion on her attitude ?
What will be the impact to:

Company
Customer
Colleagues
And you

The impact of the telephone

Take a few moments to jot down your
thoughts to the questions below:
Think about when you call an organization
Do you always know the person who answers the
telephone?
The answer is no. So how do you feel speaking to
a stranger about a question or problem? How
would you would like to be treated?

Impact on perceptions:

A voice without a face

Talking to a stranger can make us feel:
uncomfortable/threatened
uneasy about results
insignificant

What helps to assure us that we are

speaking to someone who:
believes our call is important?
cares about our problem?
will take the time to help?

Impact on perceptions:

Analyze your own experience

Think about calls you have made for
information or help with problems
Do you like to call some organizations because you
always get good results?
What do their telephone contact people do?
How do they make a good impression?

Do you dislike calling some organizations because

results are not satisfactory?
What do their telephone contact people do or not do?
How do they ruin the impression of their organization?

Impact on perceptions:

What makes the difference?

Do you like to call some organizations
because people
sound friendly?
give you the right answers?
dont keep you waiting?

Impact on perceptions:

What makes the difference?

Do you dislike calling some
organizations because:
you are put on hold for a long time
you are likely to be transferred to the
wrong person
people make you feel as if your call is an
interruption?

Impact on perceptions:

What makes callers happy?

Availability They want to be able to make contact

whenever they have a question or a problem

Courtesy They want to be respected as individuals

Efficient/consistent service They want to know

expectations will be met every time

Timely responses They want calls returned
promptly, follow-up calls when promised
Reliability They want accurate answers from wellinformed people
Appropriate referrals They dont want to waste
time talking to the wrong people

Impact on perceptions:

YOU are your department

So now you realize that when you
answer the phone
YOU are your department
YOU are Your Organization
YOU have the power and responsibility
to create a positive experience
in every telephone interaction
with every caller

ROLE PLAY
In this scenario, you receive a telephone call
from the manager of another department
complaining about the number of errors in
the report you submitted.

Staff Member #1: (Answering the

telephone):
Good afternoon. Operations Department.
This is (insert your name) speaking. How
may I help you?
Staff Member #2: (Sounding annoyed and
rushed):
Yeah, (name of applicant), this is (name of
interviewer). I got the report you sent me.
There are at least three errors in it and Im
not even sure that some of the data is
current. I have to have my report in by 3:00
p.m. today using the information you sent
me.

In this scenario, you receive a telephone call from

an angry patient who believes he has reached the
Billing Department. You do not work for the Billing
Department.

Staff Member (Answering the telephone):

Good Afternoon. Blue communication. This is
(insert your name) speaking. How may I help
you?
Customer (Sounding angry):
How many times do I have to call
you regarding my bill? Its still not
right!?! This is the third time Ive
tried to get some resolution for these
incorrect charges. I get bills from
you, and then I get statement from my bank
saying that everything has been paid. WHAT IS
THE PROBLEM!?!

Dealing With Customer

Complaints

When a customer complains, it means they

want to continue to do business with us
Use the CLEAR techniques
C : Calm your emotions
L : Listen actively to the customer
E : Emphatise with the customer
A : Apologise / Acknowledge the customer
situation
R : Resolve the situation by providing reactive and pro-active resolution

Calm your emotions

The first factor you have to address
when customer are irate is managing
your emotional response.
We can feel defensive, aggressive,
impatient, annoyed, upset, to name
just a few emotions

Some idea that have helps

Take a deep breath( note: not to exhale a
big sigh)
Mentally step back and look at the big
picture
Think about the seriousness of the problem
Realize that the customer is not directly
angry at you; they are probably angry
because of the situation or because of their
personal matters.
Not to jump off but to put the issue in its
broader context
Buy yourself sometime to delay the
emotions reaction and able to think wisely

Listen Actively to the

customer

Stephen Covey in The Seven Habits of Highly

Effective People says: Most people do not listen
with the intent to understand; They listen with the
intent to reply.
There are few level of listening

Ignoring the other person: not listening at all

Pretending to listen: using yeah or uh-uh without sincerity
Selective listening; hearing only certain part of conversation
Attentive listening; paying attention to the words that are
being said
Active listening; listening with the intent to understand

 Active listening means listen with

your ear, your eyes and your heart.
You listen for content, for meaning
and for feeling.
You listen for behavior, using your
right and left brain, your intuition
and your sense.
You listen for the fact/content and
the emotion behind the content.

When you listen to your customer, you

need to identify:
The content or the reason why there
are feeling dissatisfied with your
product or services
The feeling or emotion they are
expressing

Empathize with your customer

Empathy is defined as the ability to put
yourself in the other persons shoe, to
understand their frame of reference
Customer are normally upset due to :
Their expectation are not met
Their expectation were unreasonable
They have had an all-round bad day.

Empathize techniques
Rephrase the content: restart the
reason the customer is upset in your
own word
Reflect the feeling: put the emotions
you are interpreting from the customer
into words.
E.g.:
I can understand(feeling) when..
(content)
Are you (feeling) Because..?

Apologize to the Customer

Dont pass the buck: When a problem
situation arise it is tempting to avoid it or to
pass the buck, to say it was someone fault
Doing so will only reflect badly on the
company as a whole, and therefore on you
Apologizing for the situation, without
assigning blame, will help move the
customer to a successful resolution of the
problem

 Always apologize : There are people

who are reluctant to apologize
because it wasnt their fault.
The point is moot whoevers fault
it was is irrelevant, you can still be
sorry that the customer is
disappointed with the service
received.

Resolve the situation

Focus more on pro-active options:
Is there need for change in a process or
procedure ?
What could be done to stop this from
happening in the future
What other sources of information could
be provided to customer

Creating the Customer loyalty

It is easy to increase or expand your
business with your existing customer
rather than build up new customer
Develop loyalty by using SWOT
analysis
Identify Strength, Weaknesses,
Opportunity and threat of your
customer.

Make the best of each call

Open the call with a verbal handshake
Put a smile in your voice
Answer the telephone promptly

Control the call

Ask pertinent questions
Make notes of important information

Close the call

Volunteer useful information
Agree on any next steps with the customer

The following slides will help you with this process

Technique 1:

Telephone Basics

Answer promptly
If you must place a caller on hold, ask for
permission and WAIT FOR AN ANSWER
Make sure the caller is on hold before
discussing the callers situation with a coworker
Take messages accurately
If necessary to transfer the call, give the caller
an explanation
Never eat or drink while talking on the phone

Take accurate messages

Keep a note or message pad handy
Ask the caller for:

Name (be sure to get the correct spelling)

Department/Company
Telephone number
Convenient time to call back
A short message
Also note the date and time of call

Before hanging up, repeat the information

back to the caller to ensure accuracy

Technique 2:
voice

Use your best

Be careful how you say something:

tone of voice accounts for 86% of what listeners hear and
remember
words account for only 14% of what listeners hear and
remember

Smile when you speak; the caller will hear

the positive tone in your voice
Speak at a normal pace, clearly and audibly
Vary tone and inflection to maintain energy
Communicate interest and acceptance

She sells sea shell

at the sea shore

Always remember this..

When we communicate with people it
is similar like we throw a boomerang .
If throw positive to people, positive will
come back to us
And If we throw negative to people,
negative will come back to us

Sending the Message

The word we use represent 7% of the
communication process.

Use specific words

Be careful with the word but it tends to disqualify all
other words used.
Use positive words such as we ca, we will, lets
Watch out negative reaction words such as no, our policy is,
it is not my job, I dont know
Instead replace with, normally we.. I will find out
Use we not You and I
Use action words when resolving issues such as lets get to
the bottom of this
Dont swear
D:\training slides\drawing object.pps

2. Use you best voice:

Tone changes your meaning

Repeat the following sentence aloud,
emphasizing a different word each time
as indicated by the italics:

I
I
I
I
I
I

think
think
think
think
think
think

this
this
this
this
this
this

program
program
program
program
program
program

is
is
is
is
is
is

exciting.
exciting.
exciting.
exciting.
exciting.
exciting.

How does the change in tone change the

meaning?

2. Use you best voice:

Tone changes your meaning

I think this program is exciting (others disagree)

I think this program is exciting (Im not sure)

I think this program is exciting (other programs

are dull)

I think this program is exciting (but the room is a

dump)

I think this program is exciting (I agree, it is)

I think this program is exciting (Im pleasantly

surprised)

Technique 3:
telephone

Answer the

Answer in 4 or fewer rings and use the

four courtesies:

Hello/good morning/good afternoon

TNB(fill in name of your department)
This is (fill in your name)
How may I help you?
Example - Hello! Legal Department.
This is Sarah. How may I help you?

Technique 4: Control the call with effective

listening

DO

DONT

Concentrate on
what the caller is
saying
Paraphrase the
caller to confirm
your understanding
Use responses such
as yes, I see to
show your interest
Make notes of
important
information

Interrupt
Finish sentences for
the caller
Switch the callers
focus
Tune out and miss
information
Handle other work
that distracts you

Technique 5: Control the call with effective

questions
Use open questions:

To
To
To
To

get more detail and discuss the issue with the caller
understand the request for information
manage the conversation
obtain agreement

Open questions are often phrased as statements and begin

with words such as describe, explain, discuss, why, how, tell
me about
Examples Tell me why you were disappointed with our service.,

Explain your other objection please., How would you like the situation
resolved?

Technique 5: Control the call with effective

questions

Use closed questions:

When you need a yes/no or specific response

To gain better control of the call and a talkative caller
To shorten calls
To confirm agreement

Close questions are phrased as short inquires and

usually contain words like when, where, how many,
how long, to whom

Examples When did you first call our office?, To which

address did you send the application?, Did you receive the
information packet we sent you?

Technique 6:
Focus on the callers concerns

Listen to what the caller says

Address concerns and questions quickly
Address issues quickly and courteously
Respond in clear and positive terms
Offer only relevant and useful information

If you ignore concerns, the caller will either:

Stop you and repeat the concern or question
Say nothing, but feel dissatisfied

Handle concerns/questions
Listen to what the caller says
So you are asking how you can develop a personal
professional development plan?

Address concerns and questions quickly

Let me answer that right away

Handle issues quickly and courteously

Ill be happy to help you.

Respond in clear and positive terms

Let me give you the links, then Ill guide you through the
site.

Offer only relevant and useful information

In the future you can choose your own password.

Technique 7:
Negotiate solutions
Negotiating involves:
Recognizing the needs of the caller
Comparing needs against your ability to deliver
what is required
Reaching a satisfactory solution

Some tips:
Question to determine the full scope of the problem
Select a course of action. Be direct and specific in
your statements
Remain positive and service oriented

Technique 7:
Negotiate solutions
Recognize the callers needs
I understand you want to ensure your application being considered. Did
you submit all the document required by the June 14 deadline?

Compare needs with your ability to deliver

Since he is a first-year student I can guarantee he will have a space, but
not necessarily in his choice of residence hall.

Reach a satisfactory solution

So it is agreed you will submit all the relevant document today and I will
act on it as soon as I receive it.

Select course of action, be direct and specific

Let me make sure I have his name spelled correctly so that I can check
the database each morning.

Remain positive and service oriented

Feel free to call us again if you have other questions.

Technique 8:
Soften bad news
Provide an explanation
We cant provide that information to a external parties
because of the company policy.

Be courteous
I understand that you would like to handle this issue
for your staff.

Be honest. Dont mislead to be nice

Sorry,Im bound by the company policy.

Suggest an alternative
What I can do is give all of the information to the
executive if she calls me. Let me give you my name
again and direct extension.

Technique 9:
call

Close the

Thank the person for calling

Outline any next steps
Provide assurance that promises to followup will be honored (and do follow up!)
Let the caller hang up first. This simple
courtesy gives the caller a final chance to
add something
Leave the caller with a positive impression
of you and TNB

Technique 10:
through

Follow

If you are unable to assist the caller

at the time of the original call:
Review the specific question(s) and the
information needed
Give the caller a time frame for providing
requested information
Make a commitment to call at an agreedupon time (and keep the promise!)

Technique 10:
Follow through (cont.)

Make the follow-up call:

Plan what you are going to say

Greet the caller in a friendly way
Introduce yourself and your department
State the purpose of the call
Ask if it is convenient for the caller to talk
Deliver your message in friendly, clear and
professional terms, leaving room for questions
Ensure that the callers original
question/concern has been addressed

Walk away with

To a person on the telephone you are:
A representative of YOUR
ORGANIZATION
A representative of your department
Key in providing the links between staff
and other customers, Organizations
services and the organizations
reputation

Be Positive
Develop positive mind set
Think Positive, talk positive and behave
positive
The meaning of communication is the
respond that you get

Be creative
Sometime when answering, receiving
or making calls we need to be creative
in dealing with people
Creative mean a combination method
on some of the techniques

DEALING WITH INTERUPTION

Either during the tele- conversation

An interruption is only an interruption IF it is

something that stops or hinders by breaking
in on some continuity especially if it
interrupt your tele-conversation
Be polite and seek to be excused
Explain the situation if necessary and let
them know that you will return call.
Do not hang-up too long.

Or caller interruption
Dealing with interruptions
Set a time limit to stick to such interruption. Say Im
going to spend
only 5 minutes.
arrange to talk to another person
Leave the message to the receptionist when you are
Very busy
Get them to the point. Dont be afraid to interrupt the
interrupter,
asking them what is the problem ? What is the purpose
of
the call ?
Be ruthless with time but gracious with people. Give
them your full

Control your emotional and stress

Emotional
Be careful with your emotional when
answering or making phone calls.
Stress can be caused by emotional
A person who are stress will influence the
way they communicate such as hot
temper, banging the phone, shouted and
etc.

 If you want to change

the action, you have to
change your thinking
Zig Ziglar

YOU HEAR, YOU FORGET

YOU SEE, YOU REMEMBER
YOU DO, YOU UNDERSTAND

THANK YOU