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Unit 4 Provide reception serviec - Coggle Diagram
Unit 4 Provide reception serviec
Purpose of the receptionist role
maintain security and telecommunication system
Answering and referring their enquiries
Notifies company personnel of visitor arrival
Keep a safe and clean reception area
Greeting
Scope of reception service in an organisation
Customer verification protocol
Entry/exit security precedures
Meeting and welcoming visitor protoccols
Purpose and procedure for visitor entry
Escorting visitor
Ensuring visitor compliance with recording and wift use
Monitoring vistor register
Keeping the reception area tidy and presentable
Issuing visitor badge
Type of visitor to an organisation
External
Internal
How to handle customer with
Age difference
Be patient(old)
Answere all question(old)
Be respectful(old)
Be positive and patient(young)
Have good product/service knowledge(young)
Avoid harsh tone(young)
Special need
Put youtself at eye level customer with assistive device
Make special arrangement for their arrival
Ensure that user of assistive devies can reach counter
Language difference
Use standard english
Speak at normal tone and volume
Speak slowly and clearly
Get a translator
Listen patienly
Mobility issue
Ask before you help as they have their own way of doing and be patient
Be mindful of physical obstacles
Respect their personal space
Relationship building
Prevent any service breakdown or loss of customer
Gender differences
Different treatment between men and women in term of decision making and authority
Societies Role
Culture where respect is given to older people
Show appropriate respect when speaking to older people
Religious Difference
Be sensetive and tolerant toward religous and culture difference
Issue with visitor
Issue may escalate tp cconflict and aggression
Customer with disabilities
Hearing diabilites
Usse facial expression
Provide wriiten information
Face the person directly
Speach disabilities
Pay attention and do not make assumption
Give custoemr pe nand paper to write information dowwn if needed
Speak normally to the ccustomer
Viision disabilties
Give very specific information and direction
Offer your arm if you lneed to lead the person to another place
Speak at a normal tone and volume
Verification protocol
Ask customer name and identificattion plus aditional verification such as telehone and address
Face to face-
may ask custoemr to show prrof of identity NRIC/PASSPORT/FIN
Ask customer name and identification number
Problem with visitor
Visitor may be unhappy due to long waiting
Problem will escalate to conflict and aggression
step to deal with visitor problem
Offer option
Escalate
Emphathize
Follow through
Listen
document
Apologize