Receptionist Responsibilities: Effective Communication

Communication is the term used to describe how we transmit information, thoughts, knowledge, and ideas from one person to another. In business, communication is of the utmost importance, regardless of industry. But perhaps there is no role in which it is more critical than that of the front desk. Being able to convey and gather information to and from clients in a way that is professional and effective is one of the most fundamental receptionist responsibilities. And it can mean the difference between sustainable success and eminent failure.

Let’s take a look at some specific methods of communication that the front desk should master.

Face to Face Communication

Dealing with a client or customer in person is one of the most basic receptionist responsibilities. To do this well, your front desk agents must be able to make eye contact, smile and speak in a way that is clear and easy-to-understand. They need to know the right questions to ask and how to properly guide visitors to the next step, whether that be taking a seat in the waiting area or proceeding to a different part of the office.

When it comes to face to face communication, it’s also important to consider non-verbal cues. Our body language can sometimes speak even louder than our words. In addition to the tone of voice and the verbiage used, receptionists should be careful not to project negativity in their physical responses.

Verbal Communication

Also on the list of elemental receptionist responsibilities is fielding telephone calls for the office. The fact is, telephone etiquette is one of the most essential skills a receptionist can have. All callers should be greeted warmly and treated with the utmost professionalism, regardless of their attitude or reason for calling. The right questions should be asked and accurate, well-annunciated answers to inquiries should be given.

A few verbal communication tips to keep in mind:

a.) All calls should be answered promptly with a professional greeting

b.) Each caller’s identity should be established as soon as possible

c.) The receptionist should ask appropriate questions to ascertain the purpose of the call

d.) The front desk agent should repeat back the issue and take the proper steps to assist/resolve

e.) Any callers placed on hold should be checked in with every few moments and given the option to either continue holding or leave a message and receive a callback

It’s also important to note that while this activity removes the non-verbal aspect of things, it’s still important that those working the front desk be mindful of how they carry themselves physically when speaking to clients or customers over the phone. For instance, answering with a smile has been proven to be effective in keeping telephone communications upbeat and positive.

What NOT to do when communicating over the phone:

a.) Never answer in an unprofessional way (i.e. just saying "hello?" without thanking the caller and introducing yourself and the business)

b.) Never eat or drink while speaking on the phone

c.) Do not hold more than one conversation at a time

d.) Don’t let the phone ring too long before answering or leave a caller on hold for more than a couple of minutes

e.) Do not place a caller on hold without asking their permission first

f.) Don’t guess at answers to questions. If you don’t know, seek help from someone who does.

Written Communication

Conveying written messages, either internally or externally, is another common receptionist duty, which is why strong written communication skills are also important. It’s imperative that written messages are accurate and complete. When taking down information from a caller over the phone, the written message should, at the very least, contain the following:

a.) Date and time the message was received

b.) Name and telephone number of the caller

c.) Name of the intended recipient

d.) Clearly written, concise summary of the reason for the call and what the caller needs from the recipient

e.) Name (or initials) of the person recording the message

Receptionists may also frequently communicate with clients, customers and colleagues vie email. Just as with verbal communication, emails should always be written in a professional manner. They should contain a friendly opening/greeting, all relevant information should be conveyed in an accurate, concise way, and should also include any necessary calls to action and a professional closing.

Other types of written communication that may be incorporated as part of your receptionist responsibilities may include:

a.) Memorandums (memos), either internal or external

b.) Notice boards, such as those used in waiting areas to share updates, news or announcements

c.) Office procedures and protocols (the receptionist may be tasked with keeping written documentation of these policies and updating it as needed)

d.) Letters

e.) Social media

Conclusion

These are the three main types of communication. Mastering these three areas should be an integral part of your receptionist responsibilities. After all, your front desk represents your brand. Make sure the message being conveyed – either written, spoken or non-verbal – always paints your business in the best light possible.

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