Receptionist at Work

7/25/2019 Receptionist at Work

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RECEPTIONIST ATWORK

BY: AZMI A BAKAR

TIMES Management Training Sdn BhdD:\training slides\MENGENA WATAK !"##t
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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


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Administrative matters

!orning "ea #reak

$unch

%fternoon "ea #reak

&nd the session

'andphone

ashroom )urau


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Program Objective

$earn how to make a first impression peop*e remem#er "o review #est te*ephone practice and *earn how to direct ca**s

correct*y

$earn how to deve*op strategies for dea*ing with difficu*tpeop*e and situations

$earn how to receive visitors professiona**y

Deve*op effective *istening ski**s and focus on customer care

$earn how to stay motivated and #e part of the company team

+enefits

Increased work effectiveness for individua*s through #etterunderstanding and app*ication of the key responsi#i*itiesinvo*ved in this ,o# ro*e


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T$E ROE O% RECEPTIONIST

The Common Roles Support Staff

Office assistant

!ai* and courier service administration

"yping or simp*e c*erica* duties

-ustomer Representative

-oordinating visitors

-ustomer service

"e*ephone Operator

%nswering. transferring and making ca**s


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O&'e Assistant

!ost organiation wi** incorporate theoffice assistant function in thereceptionist 0o# description1

"his is to create more va*ue added ,o#

2u**y optimie the capa#i*ity


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S(me O) the O&'e *(+s

!anaging the mai* and courier serviceadministration1

%ssisting in coordinating the interview

3ayment. invoices and de*ivery order

%dministrative the receptionist area.visitor4s room. meeting and conferenceroom and etc

3aging system1


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INTERNA AND E,TERNASER-ICE

"oo fre5uent*y we think of customerservice as an e6terna* activity:something that occurs outside the

organiation to keep paying customerhappy1 +ut interna* customer service ise5ua**y important1

Receptionist are a*so service providereither to the interna* or e6terna*customer1

Receptionist act as the customer

service representative


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.nderstand The im#(rtant ()attit/de

!ost of the customer service fai* are due toattitude of the service provider as we** as theservice support

)ome of the e6amp*e which re*ated to

attitude are: No ownership of the pro#*em No apo*ogy +*aming of the mistakes onto someone

No reso*ution of the pro#*em cou*dn4t care *ess attitude Over promise and under de*iver


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Root case on the attitde

3oor customerservice ski**s

3oor communication

and team work Negative attitude

"he organiationcu*ture

No training


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.nderstanding the '/st(mer ser0i'e essentials1ills

3roduct / service 7now*edge

8ood communication and interpersona*ski**s

%pp*y effective pro#*em so*ving anddecision making techni5ues andapproach

Negotiation ski**s

3*anning ski**s


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!aining "stomer #rst and Ra$$ort

)how interest

"reat customer feed#ack as priority

Do not #reak promises

2ast respond

-ontinuous -orrective action

%pp*y win9win situation


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TR.ST TRAPS

!aking assumptions

+reaking promises

-overing yourse*f

)preading rumors

+y passing peop*e


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In this session %o wi&&'

Rea*ie the impact of te*ephonecommunications on customer

service

Review how to open. contro*. andc*ose te*ephone ca**s effective*y

$earn techni5ues for managingyour voice and tone


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(estion

hy it is important to answer thete*ephone effective*y

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Wh2 a #r(#er ans3ering tele#h(nete'hni4/es d( im#(rtant

One of the key e*ement in providing effectivecustomer service < competitive edge

%*most =>? to @>? of our communication in

the office invo*ve te*e9communication1 It ref*ects the organiation4s cu*ture and

company4s image

It is a part of communication too*s

Deve*oping additiona* va*ues which #ecomecompetitive advantages

AA


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)ave %o ever heard'

Due to poor te*ephone answering :

$oosing customer or #usiness

3u#*ic re*ation with interna* customer is

#ad and affect teamwork -reated #ad image to the pu#*ic as we** as

customer

-ompetitive disadvantages


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(estion

8ive some e6amp*e poor te*ephoneanswering techni5ues

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S(me () '(mm(n #((r tele#h(neans3ering te'hni4/es5

No proper we*coming and greetings )houting and ye**ing < emotiona*

No courtesies

3oor p*anning and time management

3oor know*edge on organiation. services andproducts

Did not write down the message D:Btraining s*idesB#o*aahmad1pps

3oor communication

Did not fami*iar with the hardware

No initiative
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%hmad. )iti4s hus#and went tothe market and #uy C ki*o of

-hi*i. ki*o of red onion. E>ki*o of rice and = ki*o of sugarand #eing re5uested to hand

over to !s $im1


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"ase std%

)a**y was the accounts e6ecutive for +e*on Nasiona*)dn +hd1 )he is dea*ing with invoices4 payment anda*ways received ca**s from vendors1

One day she was #usy comp*eting the fu** set ofaccounts and as usua* there are many incoming

ca**s for her1 !ost of the time )he did not pick upthe phone and the phone keep on ringing anddistur#s others1 hen her office co**eagues pick upthe phone and wish to transfer to her. sheimmediate*y gave a remarks to inform the ca**erthat either she is not around or on *eave1

hat is your group opinion on her attitude hat wi** #e the impact to:

-ompany -ustomer

-o**eagues %nd you


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#he im$act o* the te&e$hone

"ake a few moments to ,ot down yourthoughts to the 5uestions #e*ow:

"hink a#out when youca** an organiationF

Do you a*ways know the person who answers thete*ephone

"he answer is no1 )oF how doyoufee* speaking toa stranger a#out a 5uestion or pro#*em 'owwou*d youwou*d *ike to #e treated


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Im$act on $erce$tions:

A voice withot a *ace

"a*king to a stranger can make us fee*:uncomforta#*e/threatened

uneasy a#out resu*ts

insignificant

hat he*ps to assure us that we are

speaking to someone who:#e*ieves our ca** is importantcares a#out our pro#*em

wi** take the time to he*p


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Ana&%+e %or own e,$erience

"hink a#out ca**s you have made forinformation or he*p with pro#*ems

Do you *ike to ca** some organiations #ecause youa*ways get good resu*ts

hat do their te*ephone contact peop*e do

'ow do they make a good impression

Do you dis*ike ca**ing some organiations #ecauseresu*ts are not satisfactory

hat do their te*ephone contact peop*e do or not do

'ow do they ruin the impression of their organiation


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Do you *ike to ca** some organiations#ecause peop*e

sound friendly? give you the right answers?

dont keep you waiting?


-hat makes the di.erence/


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-hat makes the di.erence/

0o %o dis&ike ca&&ing someorgani+ations becase:

you are put on hold for a long timeyou are likely to be transferred to thewrong personpeople make you feel as if your call is aninterruption?


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%vai*a#i*ity < "hey want to #e a#*e to make contactwhenever they have a 5uestion or a pro#*em

-ourtesy < "hey want to #e respected as individua*s

&fficient/consistent service < "hey want to knowe6pectations wi** #e met every time

"ime*y responses < "hey want ca**s returnedprompt*y. fo**ow9up ca**s when promised

Re*ia#i*ity < "hey want accurate answers from we**9

informed peop*e %ppropriate referra*s < "hey don4t want to wastetime ta*king to the wrong peop*e


-hat makes ca&&ers ha$$%/


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YO1 are %or de$artment)o now you rea*ie that when you

answer the phoneF

YOG are your department YOG are Your Organiation

YOG have the power and responsi#i*ityto create a positive e6perience in every te*ephone interaction

with every ca**er

ROLE PLAYROLE PLAY


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In this scenario, you receive a telephone callfrom 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):

!eah" (name of appli#ant)" this is (name of

inter$iewer). I got the report you sent me.

There are at least three errors in it and I%m

not e$en sure that some of the data is

#urrent. I ha$e to ha$e my report in &y '

p.m. today using the information you sent

me.

ROLE PLAYROLE PLAY

In this scenario you recei!e a telephone call from

an angry patient who belie!es he has reached the

"illing epartment$ %ou do not wor& for the "illing

epartment$

Staff Member (Answering the telephone):

Good Afternoon. Blue communication. This is

(insert your name)speaking. How may I help

you?

'ustomer (Sounding angry):

How many times do I ha$e to #all

you regarding my &ill? It%s still notright*?* This is the third time I%$e

tried to get some resolution for these

in#orre#t #harges. I get &ills from

you" and then I get statement from my &ank

saying that e$erything has &een paid. +H,T I-

TH /0O123*?*


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Dealing With C/st(merC(m#laints hen a customer comp*ains. it means they

want to continue to do #usiness with us

Gse the -$&%R techni5ues

- : -a*m your emotions $ : $isten active*y to the customer

& : &mphatise with the customer

% : %po*ogise / %cknow*edge the customer

situation R : Reso*ve the situation #y providing re9

active and pro9active reso*ution


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"a&m %or emotions

"he first factor you have to addresswhen customer are irate is managingyour emotiona* response1

e can fee* defensive. aggressive.impatient. annoyed. upset. to name,ust a few emotions


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2ome idea that have he&$s

"ake a deep #reath( note: not to e6ha*e a#ig sigh

!enta**y step #ack and *ook at the #igpicture

"hink a#out the seriousness of the pro#*em Rea*ie that the customer is not direct*y

angry at youH they are pro#a#*y angry#ecause of the situation or #ecause of their

persona* matters1 Not to ,ump off #ut to put the issue in its#roader conte6t

+uy yourse*f sometime < to de*ay the

emotions reaction and a#*e to think wise*y


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Listen Active&% to thecstomer )tephen -ovey in "he )even 'a#its of 'igh*y

&ffective 3eop*e says: !ost peop*e do not *istenwith the intent to understandH "hey *isten with theintent to rep*yJ1

"here are few *eve* of *istening Ignoring the other person: not *istening at a** 3retending to *isten: using yeah or uh9uh without sincerity

)e*ective *isteningH hearing on*y certain part of conversation

%ttentive *isteningH paying attention to the words that are

#eing said %ctive *isteningH *istening with the intent to understand


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%ctive *istening means *isten withyour ear. your eyes and your heart1

You *isten for content. for meaning

and for fee*ing1

You *isten for #ehavior. using yourright and *eft #rain. your intuition

and your sense1

You *isten for the fact/content andthe emotion #ehind the content1


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-hen %o &isten to %or cstomer3 %oneed to identi*%:

"he content or the reason why thereare fee*ing dissatisfied with yourproduct or services

"he fee*ing or emotion they aree6pressing


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4m$athi+e with %or cstomer

&mpathy is defined as the a#i*ity to putyourse*f in the other person4s shoe. tounderstand their frame of reference

-ustomer are norma**y upset due to : "heir e6pectation are not met

"heir e6pectation were unreasona#*e

"hey have had an a**9round #ad day1


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4m$athi+e techni5es

Rephrase the content: restart thereason the customer is upset in yourown word

Ref*ect the fee*ing: put the emotionsyou are interpreting from the customerinto words1

&1g1: I can understandF(fee*ing when11

(content

%re youF (fee*ing +ecause11


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A$o&ogi+e to the "stomer

Don4t pass the #uck: hen a pro#*emsituation arise it is tempting to avoid it or topass the #uck. to say it was someone fau*t

Doing so wi** on*y ref*ect #ad*y on thecompany as a who*e. and therefore on you

%po*ogiing for the situation. withoutassigning #*ame. wi** he*p move the

customer to a successfu* reso*ution of thepro#*em


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%*ways apo*ogie : "here are peop*ewho are re*uctant to apo*ogie#ecause it wasn4t their fau*t1

"he point is moot < whoever4s fau*tit was is irre*evant. you can sti** #esorry that the customer is

disappointed with the servicereceived1


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Reso&ve the sitation

2ocus more on pro9active options: Is there need for change in a process or

procedure

hat cou*d #e done to stop this fromhappening in the future

hat other sources of information cou*d#e provided to customer


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"reating the "stomer &o%a&t%

It is easy to increase or e6pand your#usiness with your e6isting customerrather than #ui*d up new customer

Deve*op *oya*ty #y using )O"ana*ysis

Identify )trength. eaknesses.

Opportunity and threat of yourcustomer1


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Make the best o* each ca&&

Open the ca** with a ver#a* handshakeJ 3ut a smi*e in your voice

%nswer the te*ephone prompt*y

-ontro* the ca**

%sk pertinent 5uestions !ake notes of important information

-*ose the ca** Ko*unteer usefu* information

%gree on any ne6t steps with the customer

"he fo**owing s*ides wi** he*p you with this processF


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#echni5e 6: #e&e$hone Basics

%nswer prompt*y

If you must p*ace a ca**er on ho*d. ask forpermission and %I" 2OR %N %N)&R

!ake sure the ca**er is on ho*d #efore

discussing the ca**er4s situation with a coworker

"ake messages accurate*y

If necessary to transfer the ca**. give the ca**eran e6p*anation

Never eat or drink whi*e ta*king on the phone


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#ake accrate messages

7eep a note or message pad handy %sk the ca**er for:

Name (#e sure to get the correct spe**ing

Department/-ompany

"e*ephone num#er

-onvenient time to ca** #ack

% short message

%*so note the date and time of ca**

+efore hanging up. repeat the information#ack to the ca**er to ensure accuracy

T h i ! . + t


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Te'hni4/e !: .se 2(/r +est0(i'e

+e carefu* howyou say something: tone of voice accounts for L@? of what *isteners hear and

remem#er

words account for on*y E=? of what *isteners hear and

remem#er

)mi*e when you speakH the ca**er wi** hearthe positive tone in your voice

)peak at a norma* pace. c*ear*y and audi#*y

Kary tone and inf*ection to maintain energy -ommunicate interest and acceptance


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)he se**s sea she**

at the sea shore


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A&wa%s remember this77

hen we communicate with peop*e itis simi*ar *ike we throw a #oomerang 1

If throw positive to peop*e. positive wi**

come #ack to us %nd If we throw negative to peop*e.

negative wi** come #ack to us


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Sending the Message

"he word we use < represent M? of thecommunication process1 Gse specific words +e carefu* with the word #ut < it tends to dis5ua*ify a**

other words used1

Gse positive words such as we ca. we wi**. *et4s atch out negative reaction words such as no. our po*icy is.

it is not my ,o#. I don4t know Instead rep*ace with. norma**y we11 I wi** find out Gse weJ not You and IJ Gse action words when reso*ving issues such as *et4s get to

the #ottom of thisJ Don4t swear

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87 1se %o best voice:

#one changes %or meaning

Repeat the fo**owing sentence a*oud.emphasiing a different word each timeas indicated #y the ita*ics:

Ithink this program is e6citing1

Ithinkthis program is e6citing1 I thinkthisprogram is e6citing1

I think thisprogramis e6citing1

I think this program ise6citing1

I think this program is exciting1

'ow does the change in tone change themeaning

! .se 2(/ +est 0(i'e:


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!" .se 2(/ +est 0(i'e:

T(ne 'hanges 2(/r meaning

Ithink this $rogram is e,citing (others disagree)

Ithinkthis $rogram is e,citing (Im not sure)

I thinkthis$rogram is e,citing (other programsare dull)

I think thisprogramis e,citing (but the room is adump)

I think this $rogramise,citing (I agree, it is)

I think this $rogram isexciting(Im pleasantlysurprised)

Te'hni4/e 6: Ans3er the


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Te'hni4/e 6: Ans3er thetele#h(ne

%nswer in = or fewer rings and use thefour courtesies:

'e**o/good morning/good afternoonJ"N+(fi** in name of your departmentJ

"his is (fi** in your nameJ

'ow may I he*p youJ

Example -Hello! Legal epartment

"his is #arah How may I help you?

Te'hni4/e 7: C(ntr(l the 'all 3ith e8e'ti0e


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Te'hni4/e 7: C(ntr(l the 'all 3ith e8e'ti0elistening

DO -oncentrate on

what the ca**er issaying

3araphrase theca**er to confirmyour understanding

Gse responses suchas yesJ. I seeJ to

show your interest !ake notes ofimportantinformation

DONT Interrupt

2inish sentences forthe ca**er

)witch the ca**er4sfocus

"une outJ and missinformation

'and*e other workthat distracts you



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Te'hni4/e 9: C(ntr(l the 'all 3ith e8e'ti0e4/esti(ns

Gse open5uestions: "o get more detai* and discuss the issue with the ca**er

"o understand the re5uest for information

"o manage the conversation

"o o#tain agreement

Open 5uestions are often phrased as statements and #eginwith words such as descri$e% explain% discuss% why% how% tellme a$out&

Examples ' "ell me why you were disappointed with our service%Explain your other o$(ection please% How would you like the situationresolved?



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Te'hni4/e 9: C(ntr(l the 'all 3ith e8e'ti0e4/esti(ns

Gse closed5uestions: hen you need a yes/no or specific response

"o gain #etter contro* of the ca** and a ta*kative ca**er

"o shorten ca**s

"o confirm agreement

-*ose 5uestions are phrased as short in5uires andusua**y contain words *ike when% where% how many%how long% to whom&

Examples ' )hen did you first call our office?% "o whichaddress did you send the application?% id you receive theinformation packet we sent you?

Te'hni4/e :


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Te'hni4/e :%('/s (n the 'aller;s '(n'erns

$isten to what the ca**er says

%ddress concerns and 5uestions 5uick*y

%ddress issues 5uick*y and courteous*y Respond in c*ear and positive terms

Offer on*y re*evant and usefu* information

If you ignore concerns. the ca**er wi** either: )top you and repeat the concern or 5uestion

)ay nothing. #ut fee* dissatisfied


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)and&e concerns95estions

$isten to what the ca**er says*#o you are asking how you can develop a personalprofessional development plan?+

%ddress concerns and 5uestions 5uick*y*Let me answer that right away&+

'and*e issues 5uick*y and courteous*y*Ill $e happy to help you+

Respond in c*ear and positive terms*Let me give you the links% then Ill guide you through thesite+

Offer on*y re*evant and usefu* information*In the future you can choose your own password+

Te'hni4/e


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Te'hni4/e


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Te'hni4/e


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Te'hni4/e =:S()ten >+ad? ne3s

3rovide an e6p*anation*)e cant provide that information to a external parties$ecause of the company policy+

+e courteous*I understand that you would like to handle this issuefor your staff+

+e honest1 Don4t mis*ead to #e niceJ*#orry%Im $ound $y the company policy+

)uggest an a*ternative*)hat I can do is give all of the information to theexecutive if she calls me Let me give you my nameagain and direct extension+

Te'hni4/e @: Cl(se the


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Te'hni4/e @: Cl(se the'all

"hank the person for ca**ing

Out*ine any ne6t steps

3rovide assurance that promises to fo**ow9up wi** #e honored (and do fo**ow upP

$et the ca**er hang up first1 "his simp*ecourtesy gives the ca**er a fina* chance toadd something

$eave the ca**er with a positive impressionof you and "N+

Te'hni4/e : %(ll(3


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Te'hni4/e : %(ll(3thr(/gh

If you are una#*e to assist the ca**erat the time of the origina* ca**:

Review the specific 5uestion(s and theinformation needed

8ive the ca**er a time frame for providingre5uested information

!ake a commitment to ca** at an agreed9upon time (and keep the promiseP

Te'hni4/e :


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Te'hni4/e :%(ll(3 thr(/gh'(nt"

!ake the fo**ow9up ca**: 3*an what you are going to say

8reet the ca**er in a friend*y way

Introduce yourse*f and your department

)tate the purpose of the ca**

%sk if it is convenient for the ca**er to ta*k

De*iver your message in friend*y. c*ear and

professiona* terms. *eaving room for 5uestions &nsure that the ca**er4s origina*

5uestion/concern has #een addressed

- &k ith


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-a&k awa% with'

"o a person on the te*ephone you are: % representative of YOGR

OR8%NIQ%"ION

% representative of your department

7ey in providing the *inks #etween staffand other customers. Organiation4s

services and the organiation4sreputation

B P iti


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Be Positive

Deve*op positive mind set "hink 3ositive. ta*k positive and #ehave

positive

"he meaning of communication is therespond that you get

B ti


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Be creative

)ometime when answering. receivingor making ca**s we need to #e creativein dea*ing with peop*e

-reative mean a com#ination methodon some of the techni5ues

D&%$IN8 I"' IN"&RG3"ION


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An interr$tion is on&% an interr$tion I it issomething that sto$s or hinders b% breakingin on some continit% es$ecia&&% i* itinterr$t %or te&e;conversation


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Dealing 3ith interr/#ti(ns


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C(ntr(l 2(/r em(ti(nal and stress

&motiona* +e carefu* with your emotiona* when

answering or making phone ca**s1

)tress can #e caused #y emotiona* % person who are stress wi** inf*uence the

way they communicate such as hottemper. #anging the phone. shouted and

etc1


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If you want to changethe action. you have tochange your thinkingJ

Receptionist at Work

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