RECEPTION INCHARGE RECEPTION INCHARGE

Session is for one day Learning Program: 1 2 3 4 5 Understanding Job Communication Telephone / Call Management Greeting People Personality Development

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

JOB
The business duties of a receptionist may include: answering visitor inquiries about a company and its products or services, directing visitors to their destinations, sorting mail, answering incoming calls on multi-line telephones or a switchboard, setting appointments, filing, records keeping, keyboarding/data entry and performing a variety of other office tasks, such as faxing. Some receptionists may also perform bookkeeping or cashiering duties.

Answering for Dept

Answering Calls for Your Department *Answer promptly (before the third ring if possible). *Before picking up the receiver, discontinue any other conversation or activity such as eating, chewing gum, typing, etc that can be heard by 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 are doing so and where you are transferring them. *If possible, attempt to find out where they should call/to whom they should speak. They will greatly appreciate it. When the called party is not in, write down the messages and put it on the called persons table or inform him/her later without fail.

1."He is out." "He is not in the office at the moment. Would you like to leave a message? 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 his voicemail?"

What You Mean:

How To Tell the Caller:

4. 5.

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

"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?"

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 they are 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 where the caller is holding. From there you can take a paper message and send that paper to that person. http://www.marastar.com/viewdemo.aspx?id=3&source=26&ft=1

Good Telephone Procedures

Remember that you are representing your department and etiquette is very important. Using phrases such as "thank you" and "please" are essential in displaying a professional atmosphere.

TELEPHONE QUERY

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

Taking Messages

Be prepared with pen and message slip when you answer 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.

Handling Rude or Impatient Callers

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, their problems and concerns are important. Supervisor: Sometimes the irate caller just wants someone in a supervisory capacity to listen to their story 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 the concerned person and take proper action.

Greeting Guests/Clients

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

Good Telephone Habits for Everyone

Whether answering the phone or making phone calls, using the proper etiquette is a must in order to maintain a certain level of professionalism. Proper etiquette leaves callers with a favorable impression of you and your department. You'll also find that others treat you with more respect and are willing to go out of their way to assist you if you use the proper etiquette.

Etiquette of a professional receptionist

*DonotmakeReceptionDesklooklikearendezvousforholdingmeetings. Receptionismeanttoreceivethecustomers/visitors. *SetReceptionasanexampleofhospitality.ItistheReceptionwhich createstheFirstImpressionamongstcustomers/visitors.Inotherwords, ReceptionreflectstheattitudeoftheOrganisation. *Haveapolitetongue.Sound,asifyouarethebestfriendtothevisitor. *Beaguidetoreferthevisitorstotherightperson.
Pickupthephonewithin3rings.Don'ttestthepatienceofthecaller.

Don'ttestyourdecibelleveloverphone.Loudmouthmeansbadreception.Speak pleasantlyandsoftlyoverthephone. *Don'tshoutforthepersontowhomthecallhasbeenmade.Passonthemsgwith dignityandsavetheenvironmentfromnoisepollution. *Don'tkeepthetelephonelinesbusywithyourpersonalcalls.Leavethelinesfreefor thecustomerstocontacttheOrganisation. *Bewareofyourlanguageandvocabulary."Whoareyou?"soundsauthoritativeand won'tbeappreciated.Insteadchoosetoenquire"MayIknowwhoisonline?or"With whomamIspeakingto?"orsimply"Whoisonline/callingplease?" *Distributemail/faxmsgsinminimumtime.Theyaremeanttobebusiness communication.Adelayedbusinesscommunicationmightleadtototallossofbusiness, itself.Likewise,transmitoutgoingfaxesimmediately.Thiswouldprojectthe Organisationbeingresponsibleandalsowouldhelpthedecisionmakertoactontime. *Dressupdecently.Yourdressshouldmakeyourespectable.Remember,youare representinganOrganisation.

PERSONALITY DEVELOPMENT

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

I HOPE YOU LIKED THE SESSION, PLEASE GIVE YOUR FEEDBACK AND PLEASE WRITE WHAT HAVE YOU LEARNT AND HOW WILL YOU USE IT IN YOUR JOB?

THANK YOU !!!! -SANJUKTA GHATAK -ASSTT. MANAGER - HR