Effective techniques for training your receptionists

When someone visits your business, the first point of contact is likely to be your reception desk. This is also the place where first impressions are created.

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If the visitor is a potential customer or a sales executive who might enhance your business, their opinion may impact your bottom line. When on-the-job training is vital to business success in other areas, why is reception not afforded the same attention? If you are not monitoring this area of your business, you are frankly missing a trick.

Technology

Reception sets the tone for the business. Technology is increasingly playing a part, meaning that training for the staff behind the desk is crucial. They will need to be familiar with the latest software and trained to use it efficiently.

For firms looking to install a visitor management system UK firms offer a range of alternatives, such as the software provided by https://www.ofec.co.uk/web-and-software-development-services/digital-visitors-and-staff-signing-in-book.aspx/.

The introduction of technology does not mean that the face-to-face experience between the receptionist and the visitor is any less important. The receptionist is the first person a visitor will see when arriving on site, so they are effectively a brand ambassador. It is therefore vital to ensure your employee understands the importance of their role.

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Safety

To understand their role, receptionists must have a thorough knowledge of the company’s aims, its products or services, and its corporate etiquette.

In terms of safety issues, always remember that it is not only employees who must be protected but also visitors. The Health and Safety Executive has published a pamphlet to highlight issues and help to address the problem. Receptionists should understand the role they have to play in ensuring these standards are met and that visitors are easily tracked in case of emergency.

Depending on the role of your company, partnership or organisation, the receptionist’s tasks may be sector specific with different skills required. Ensure your training programme is designed to cover all eventualities, with a clear job description provided in a written format.

The telephone call is often the first contact with your business and it is worth simulating such contact in a training exercise with reception staff.

Always ensure that skills are constantly developed and a career path is made available to reception staff, never underestimating their role as the first point of contact.