One of the most frequent entry level positions for someone in the administrative support field is that of Receptionist. In this position, you will have a chance to learn and hone many skills that you will carry with you throughout your career as an administrative professional. As an Executive Assistant, I still get compliments on skills I learned as a Receptionist years ago. Since this is such an important entry level position, I will be writing a series of posts on being a good receptionist.
To begin, I will start with telephone etiquette, since answering incoming calls is usually a primary duty of a receptionist:
- Smile when you answer the phone. You’ll sound more cheerful when you speak. I know it sounds hokey, but it really does work. Just try it.
- Always answer the phone with an appropriate greeting: “Thank you for calling XYZ Company. How may I help you?” or “Good morning/afternoon, XYZ Company. How may I help you?”
- Answer the phone as promptly as possible. The longer the phone rings, the more impatient the caller will become.
- Ask for the caller’s name before transferring the call, and make note of pronunciation. The proper way to ask would be, “May I tell him who is calling?”
- Announce the caller by name to the person to whom you are transferring the call before completing the transfer.
- Always ask before putting someone on hold, “May I put you on hold for a moment?”. When you pick the line back up, thank them for holding, “Thank you for holding. How may I help you?” or “I’m sorry to keep you holding. How may I help you.”
- When a person says “thank you”, the appropriate response is always “you’re welcome” in a cheerful voice. It is never, ever “uh-huh”. This is a particular pet peeve of mine, and a receptionist who responds with such will be receiving re-education as soon as possible.
- Keep a scratch pad on your desk. As people talk to you, quickly jot down names and details and what line they are on. When you are answering multiple lines, you may at times have several lines holding for transfer. This will help you to keep from getting the calls confused and to be able to announce the calls appropriately. If it turns out the person they want is not available, you won’t have to ask them to repeat what they have already told you in order to take a message.
- Ask managers if they prefer receiving calls in voice mail or getting a written message. Some have definite preferences one way or the other and will appreciate you asking.
What other tips do the seasoned professionals here have for our budding receptionists in regards to phone etiquette?
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The advice you give on your site is invaluable and as a beginner its been great having a point of reference. One question though…I have been having a problem when it comes to serving clients especially when they are in the office for a presentation and so are gathered in the boardroom with someone presenting something at the front. Which is the best time to serve them and with what. If its hot beverages should I pour for them or should I let them do it for themselves?
Thank you
Your best bet, if you know you are going to be having a group in the office, is to set up a self-serve station in the boardroom. Have a nice thermal coffee pot full, maybe another of hot water for tea drinkers, with the sugar, creamer, cups and whatnot nicely laid out on a side table or back table. That way people can serve themselves as they want, and you only need to keep an eye on things to do refills.
If for some reason you can’t lay it out ahead of time, get people’s orders as they come in and serve them *before* the presentation. You don’t want to be disturbing the presentation by coming and going with drinks.
In my opinion, the best bet is having a self-service table set out.
Thanks for reading, and thanks for the question!
Recently, we posted a blog on this subject as it applies to law firms and attorneys. You might want to check it out if you are an attorney or legal secretary: http://www.totalattorneys.com/blog/what-they-did-not-teach-in-law-school-1-how-to-answer-phone/
Phone etiquette is so important. Many people that I talk to over the phone sound bored.
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And, of course, bored sounds like “I just don’t care about you or your needs”, which reflects quite badly on the company.
The advice you give on your site is invaluable and as a beginner its been great having a point of reference.very nice post thanks
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