Customer Service Check: Your Receptionist
Customer service should never be sacrificed by any company. That is why it is so important that you select your front line persons carefully.
Have you ever called to get information from a company and the person who answers the phone is so lackluster that you hang up the phone? Well that has happened to me and it will keep happening as long as companies continue to put persons at the front line who have no desire to be there. As long as I can get what I need from another company I do not see the need to spend my money with that company.
Now, we know that many times the person who is answering the phone is not the owner of that business. Therefore, as the owner of any business it is your duty to properly screen the person who is the face of your company. The person who answers the phones for your company can either make or break your company.
It may not seem important but your receptionist or the person who answers your phones is a very important person. Many times he or she is the first contact your potential or current customers have with the company. This first contact should count and as such much care must be taken in choosing this person. It should be communicated to this person how important their role is and that how they respond can turn off a potential customer or cause the company to lose a current customer.
Training is an essential part of this and as often as possible these workers should be given refresher courses (at the expense of the company). It might be a good idea to call your own company sometimes just to hear how customers are greeted. Enlist some of your friends or family to also call now and then to see what is going on. If customers are turned off by the reception they receive initially, then no matter how good your services are beyond the receptionist it will count for nothing.
Do not be afraid to let this person go if they refuse to improve on this front end service. After all if their bad attitude is turning customers off then this will be bad for business all around.
On a much lighter note, kudos to all those receptionists who have represented their companies well.
© 2014 Mardene Carr
Mardene R. Carr is a tech-savvy Librarian with over 15 years of experience in Jamaica, USA, Cayman Islands, Bahamas and Dominica. For more on her work please visit