By Agnes Devil (Guest Writer)
The importance of impeccable service
The purpose of this content is to express how service plays a strategic role in winning new customers. During the first visit, it is essential to show interest and concern in understanding your needs. The front desk professional is the first form of contact your business will have with this potential customer.
If your perspective is demanding it is necessary to adapt the posture to convey seriousness and commitment. Already in a more informal but respectful contact, it is advantageous to display sympathy and willingness to help. Therefore, it is critical that the person at the reception desk is flexible to suit each situation conveying reliability and security to all visitors.
Learn how to implement receptionist and attendant improvements
- Understand what it means to serve well
Good service always depends on the customer’s view, as it is the element that is directly impacted. Often, a mistake in first communication is responsible for closing the door to what could be a good business opportunity.
So be aware that the public is looking for your business with a demand they are looking for a solution to. Therefore, it is important to understand what your problem is to direct your service to the appropriate department or employee.
The first contact will not always result in a new customer. The visitor may just be doing market research or finding out about the products and services your company offers. This is the moment when the service acts to make a positive impression and create the possibility of new visits.
- Know how to receive customers
At first, it is important to stress to your receptionist that he should not distinguish based on prejudices. It is essential to serve well, regardless of how the customer or visitor dresses, speaks or behaves.
The satisfying smile on the face can not miss as well as a polite and professional greeting. Remind you that customers hate to wait. Even if the receptionist is busy, he should at least say something like, “Hello, all right? Care to wait a minute? I’ll be right there for you. ”
- Listen to customers and develop empathy
The customer is not always right, but even in such cases needs to receive due attention. Sometimes just being listened to, answered, and treated well is enough to calm you down. Questions should be asked, showing genuine interest in him.
The feedback your company receives from a consumer should always be taken into consideration and each need and opinion carefully examined. Significant insights arise from situations like this. Develop empathy in your team as this makes a lot of difference in reception and service.
- Inform and guide the audience correctly
Do your employees know your company well? This is very important. Does your receptionist, salesperson or attendant understand the processes and procedures of your business to be there, in many cases being your potential client’s first impression?
If the answer is no, it may not be his fault. Train your employees and get them hands-on to gain the knowledge they need and be prepared to answer any questions your client or visitor might have.
- Communicate positively
It is important to maintain a cordial and professional posture. Knowing the proper way to communicate, using the treatment pronouns correctly and avoiding slang, is the least a consumer or visitor expects from their receptionist.
Your way of speaking and expressing are great revealing of your feelings. Never change your tone of voice or let your emotions get out of control. Speaking clearly, pleasantly and naturally is recommended.
- Seek Team Qualification
Performing good service is not a natural gift, it is a skill developed over time. The day-to-day experience is essential, but there are other ways to develop this factor.
Conducting periodic training has great potential not only to improve contact with visitors but for professional development. Many companies develop in-house training programs that seek to raise staff awareness about:
- the good practices adopted;
- the rules of behavior;
- the organizational culture of the company ;
- the new ideas in the market about attendance; and
- case study analysis to understand the expected attitude.
- Monitor the quality of care
Monitoring reception staff contact with customers is one of the main ways to achieve customer loyalty. The focus of this process is to ensure continuous improvement of this activity and to explore innovations based on the results obtained.
With this measurement, it is possible to measure the progress of the area based on gaining new customers and their level of satisfaction with the service received. This assessment is important to get real data about the experience with the company.
- Pay attention to customer feedback
A good source of information about customer service training and customer service course performance can be obtained from customers. To encourage sharing of opinions either through conversations or by sending satisfaction surveys.
These comments, when used correctly, help to understand the customer’s needs and expectations regarding contact with the front desk. It is always relevant to emphasize how important it is for your company to have a quality receptionist and customer service. A good service is an investment that brings short-term benefits, as it is directly related to sales of your products and/or services.
Imagine if all ten customers who come into your business in a week are well served and spread this to ten other people each. How many people with a good impression of your brand will you have?