Miss Nwabueze Eleanor: The Receptionist

A presentation by

Miss Nwabueze Eleanor On

The receptionist (Customer Relations Officer)

Dated: 25th March, 2019

Contents

 Definition  Roles and responsibilities

 Reasons why a customer could be irate  Possible solutions to irate customers

 Personal strategy, skills for productivity

Definition

Receptionist

are

individuals

who

represent the company and serve as the first point of contact in an office and perform variety of administrative tasks.

Roles And Responsibilities

 Receive visitors.  Answer phone calls  Manage mail  Stay alert  Clerical

 Organize meetings

Reasons Why Customers Could Be Irate   

Lack of good communication skills Not keeping promise Inaccessibility

Possible Solutions to Irate Customers Irate customer always seek immediate attention and response. Due to this fact, I developed the REEL-ACT technique to tackle irate customer. • • • • • •

Remain extremely calm Empathize and show sympathy Listen Apologize and acknowledge Canvass to examine and sort out solutions Take out time for yourself.

Personal Strategy And Skills For Productivity

 Good communication skills computer skills  Excellent administration skills.  A team player

 Ability to work under pressure  Time management  Multi tasking

THANK YOU

FOR LISTENING