The Reception and Maintaining a Work Diary

What is the primary function of a receptionist?

• Manage finances

• Answer phone calls

• Greet clients

• Conduct meetings

Which skill is essential for effective reception work?

• Graphic design

• Multitasking

• Coding

• Legal knowledge

How should a receptionist respond to an angry client?

• Ignore them

• Listen and empathize

• Argue back

• Transfer them to a manager immediately

When answering the phone, what should a receptionist do first?

• Put the caller on hold

• Identify the company

• Ask for the caller's name

• Transfer the call

What should a receptionist do if a client arrives early for their appointment?

• Tell them to wait outside

• Seat them if possible

• Ignore them

• Cancel their appointment

A professional greeting should include:

• Hey, what's up?

• Good morning/afternoon, welcome to [Company Name].

• Yo!

• What's going on?

What is an indicator of excellent customer service in the reception area?

• Being dismissive

• Making eye contact

• Interrupting the client

• Using jargon

If a client asks a question you can't answer, you should:

• Make up an answer

• Admit you don't know but offer to find out

• Ignore the question

• Transfer them to someone else immediately

How can a receptionist maintain a welcoming environment?

• Keep the area messy

• Smile and engage in small talk

• Be unapproachable

• Play loud music

If a client is waiting longer than expected, you should:

• Say nothing

• Update them on the delay

• Apologize profusely

• Ignore them