Proper working etiquette with co-workers does not always mean the conventional requirement of getting along with others on a social behavior level. It can also pertain to how we regard our practices or actions concerning the immediate environment. As a receptionist, you will demonstrate an initial impression of your institution to every visitor who enters into your place of business. Your appearance and attitude will set the active framework for telling everybody whether formality or a more relaxed atmosphere is appropriate for effective communication. Always wear clean and conservative clothes, with your nails neatly manicured and your hair in an orderly fashion, and do not spray on excessive or heavy smelling perfume. Provide a positive attitude, have good posture, speak clearly and do not use slang words, project a self-assured demeanor and portray professional competence by actively listening and anticipating the needs of others.
Greet guests in a friendly manner and give them first priority over your work, do not ignore them or ask them to wait until you are finished with your task. If an unannounced representative has a business card, secure the card and then announce the call to your supervisor. If your administrator is unable to meet with them at this time, ask when a more convenient time would be acceptable and immediately inform the agent of the appropriate opportunity. The majority of the time, friends and family are discouraged from visiting, but if they do, inform your supervisor immediately, escort the guest into an appropriate designated waiting area, and ask them if they would like something to drink while waiting. If the wait exceeds 5 minutes, acknowledge the restraint to the anticipating party and keep them informed of the delay.
When answering the telephone, answer on the first ring and if not possible, always by the third, and reciprocate in a voice that projects a friendly smile to the caller. When the caller is put on hold, ask them first with a brief explanation, and wait for a response before they are put on hold and always say thank you. Once the call has been completed, avoid idle conversation by thanking the person for calling and saying goodbye; wait for the caller to hang up first. When taking telephone messages always include the date and time of the call, the name of the person who called, the caller’s contact number, reason for the call and your name for reference. If somebody is angry, do not get caught up in the call, remain calm, diplomatic and respectful. If it is in your power, personally attempt to resolve the problem. If you cannot make a resolution; assure the party that you will investigate the dispute and have the call returned by somebody who can respond appropriately; always follow through.
At the end of the day, make sure your work have been cleared off your desk and returned to a designated place where it can be easily be found, so if needed, it can be easily retrieved; your desk should remain in an orderly fashion at all times. Make sure all discarded material is in the waste receptacle and not on the floor. If you have additional assignments to perform before the end of the day, such as calling an answering service, making sure the waiting room’s magazines are returned to their racks, or making sure the lights have been readjusted appropriately, you can assemble a check list which is reviewed to assure no final obligations have not been omitted. Always follow office protocol.
The little things that the assertive receptionist implements in the office, is often taken for granted along with inconspicuous tasks, is what retains an office’s reputation on the forefront of competitors and gains referrals from existing customers. The small things that everybody incorporates into the workplace creates a tremendous overall contribution to the establishment and sometimes is the major reason for producing the companies’ future expansion and security
http://units.osu.edu/users/etiquette.php
Reference:
- www.tpub.com/content/aviation/12324/css/12324_27.htm
- www.goodcustomerservice.org/
- www.a-to-z-of-manners-and-etiquette.com/office-etiquette.html
