FAULTLESS CUSTOMER SERVICE
Front of House positions are often underestimated, overlooked, and viewed as a simple role,
when in fact the Reception facility is a vital operation in any office.
The reception team is the first contact your clients have with your business, so it is imperative they create a lasting, positive impression to begin the customer journey. They often offer support to the entire team, being the first point of call in many instances and holding vital knowledge for the smooth day to day running of the workplace.
Clermont Group specialise in ensuring this positive impression is created & supported with faultless customer service skills. Our team members have a deep understanding of just how important this process is & great knowledge of
how to implement an exceptional innovative support service.
THAT MAKE AN EXCEPTIONAL RECEPTIONIST
Good personal presentation is important because it often forms the first impression someone has of you and the business you are representing.
It takes roughly seven seconds for a first impression to be formed, so it is important that from the moment the door opens, your presentation is immaculate.
Effective clear communication is key and does not just consist of the words we speak but also the tone of voice, eye contact and body language. This is referred to as verbal communication, nonverbal & visual communication.
A positive attitude will have a great effect on colleagues and guests and encourage individuals to be more receptive.
When an individual is motivated at work it shows in all they do. It’s a key element of exceptional customer service and often allows a guest to feel valued.
Reception has evolved significantly over the past decade and has become more than answering a switchboard and greeting a guest. The skill set currently required for an efficient Receptionist is far more diverse and demanding. Having pride in your role and the right mindset is key in a world of ever-growing expectations.
THAT MAKE AN EXCEPTIONAL
FRONT OF HOUSE
We have one chance to make a first impression. The greeting should be warm and welcoming with genuine smiles. Client information should be obtained accurately, and clear and precise instruction should be given with confidence. The last thing a guest should see is flustering or frustration.
THE FINER DETAIL
Often, we see the same guests returning, make the effort to remember them. Familiarity is welcoming, when someone feels remembered they also feel valued. Be sure to offer pleasantries. Offer hospitality with tea, coffee, or water to make them feel comfortable.
A clear desk policy is something we widely promote. It is visually more appealing for visitors and guests; it assists in company security by not leaving documents or other work related items scattered and often promotes productivity and positive mental wellbeing.
Invariably reception is the hub of the office and the first point of contact so holding key information to assist guests and the wider team is essential. Ensure information is updated often and be able to help where possible.
This knowledge often includes key suppliers, directions & contacts to name a few.
Be creative with workspace & the effect reception can have. Set goals to improve productivity, motivation or the guest journey. It is important to assess your workload and question how reception can support in other ways. Always strive to be innovative for your guests and colleagues, the impact reception possess rarely has limits.