As a receptionist, you’re the face of a business – the first port of call for customers and clients. You’re the gatekeeper of a brand, and the gateway to a building. And dealing with people – whether that’s in person, on the phone, or online – is a core part of that role.
But beyond basic principles like looking presentable, greeting customers warmly, and being familiar with the inner workings of a building, how do you deliver customer service that’s not just good, but excellent? Here are three simple ways you can step up your skills and deliver the kind of service excellence RUK is known for.
Hone your listening skills
Listening is one of the most important skills for a receptionist to have, but there’s a big difference between hearing a customer’s request and actively listening to them. That’s particularly true when there’s a problem, or you’re dealing with a dissatisfied customer. Active listening means making a conscious effort not focus without being distracted, while factoring in verbal and non-verbal cues to hear the whole message. It also means responding to the customer appropriately, so they know you’re following along. There’s nothing worse than feeling as though your message isn’t getting across, which only leads to irate customers.
Offer proactive solutions
Offering customers a solution when they approach you with an issue or query is good customer service. But offering customers proactive solutions – that is, before they’ve even reached out for help – is excellent customer service. Try to identify opportunities to go above and beyond for the customer in your role. That might mean sharing local knowledge by suggesting a nearby restaurant to a visitor at lunch time, for example, or offering to assist a customer who clearly needs help but hasn’t yet asked.
Give your customers a voice
Actioning customer feedback is a vital part of delivering excellent customer service – and the important word here is ‘actioning’. Giving your customers a platform to share their views, let you know what works well and what doesn’t, and make suggestions, is a great way to gather feedback. But it’s acting on that feedback to make changes that really counts. This will also help you to deliver a more personalised service – whether that’s tailored to the specific needs of your client, a building’s tenants, or an individual visitor to your site.