How to Improve your Receptionist Attitude Now!
In our digital age, Artificial Intelligence (AI) is changing the way receptionists and administrative professionals are doing even simple tasks like document processing, data entry, faxing, sorting, message taking and filing. According to bls.gov, many organizations now use computer software, websites, mobile applications, or other technology to interact with the public or customers.
While many of these tools are being presented as freeing up admin time for more complex human tasks, they are less capable of displaying those soft skills, such as emotional intelligence, creativity, communication, critical thinking and problem solving skills still required of a receptionist.
While it is a fact that AI will impact administrative positions over the next decade, it is not likely to completely eliminate receptionist or administrative jobs any time soon. That’s why it is important to focus on those interpersonal soft skills that are in demand and that we do still have control over and one of them is attitude.
First, What is Attitude?
Attitude is a way of thinking or feeling about someone or something, typically one that is reflected in a person’s behavior (Wikipedia).
Your attitude to something is the way that you think and feel about it, especially when this shows in the way you behave (Collinsdictionary.com).
Maintaining a positive attitude, both in person and on the telephone, is very important in your role as a Receptionist. Being a Receptionist is a people-oriented profession and a positive attitude is the key to your success in your job.
What are the Five Steps to Transmitting a Positive Receptionist Attitude?
- Maintain a positive Attitude all day
- Greet clients in a friendly and professional way
- Know your job and company well
- Be courteous at all times
- Dress for success
Let’s look at these in more detail.
1. Maintain a Positive Receptionist Attitude
Easier said than done? Not necessarily. Experts agree that maintaining a positive attitude is a choice you can make on a daily basis. While you may not have any control over many things that happen in life, you can, in fact, control your attitude by incorporating some positive choices into your daily work life: A positive attitude can be learned and is definitely your key to success as a Receptionist. It all starts with understanding what impacts your attitude.
What impacts your attitude?
Face it! Customers demand a lot from us. When a customer walks into your organization, they only have one agenda. That is usually to have you direct them to the particular person they came to see or maybe drop off a package. They don’t care how you feel that day, how many calls you’ve taken or how many difficult customers you’ve already dealt with. The customer just expects that you are familiar with your company, the employees and their departments and that you can direct them to the correct person or department.
No matter how difficult a customer is, they deserve your full attention and respect. In many respects, you’re like an actor or actress. Even if you don’t feel like it, you need to present a professional appearance and a positive attitude at all times.
2. Greet Clients in a Friendly and Professional Way
Remember, as the Receptionist, you are responsible for greeting customers, either in person or by answering incoming calls. A good first impression is important as the Receptionist is the first point of contact for the entire organization, which requires a positive attitude and polished, professional appearance.
A warm greeting by a receptionist can go a long way and speaks volumes on how a company will treat it’s customers. Therefore, the receptionist is always required to provide excellent customer service.
3. Know your job and company well
It is now more important than ever for the Office Receptionist to know what is going on in the company and to look beyond their job and keep abreast of company happenings. Knowing your company and your job well will allow you to do your job better and leave a positive impression on others. As you represent your company, you should know the layout of your company building and who works there.
You should also understand your company’s organizational structure and classifications of authority. This is most commonly represented visually in the form of an Organizational Chart which is a diagram that shows the formal structure of an organization. The two most common ones are the line organization and the line and staff organization. By knowing how to read the organization chart, you will become knowledgeable on who the top executives are, who are their secretaries and what departments they are responsible for. Also, being familiar with the company phone directory is a must.
As you can see, there is a lot to learn as the Receptionist and if you’re new, it will take a while to learn everything, but it will come with time. Just remember to learn as much as possible and stay informed about your company.
4. Be courteous at all times
Visitors are influenced by their first impressions of the company and the Receptionist who greets them. Remember that you are representing your company and first impressions count. It’s important to always be friendly and courteous to all callers and visitors, not just the ones you know so all visitors feel welcome and appreciated.
When a visitor arrives, always greet them right away, smile, look them in the eye and speak your greeting. An acceptable greeting would be “Good morning” or “Good afternoon”. If you know their name, it’s OK to say it. “Good morning Mr. Brown” or “Good morning Bob”. If you are on the phone, smile and nod to acknowledge him/her so the visitor knows you are aware he/she is there. Tell the visitor that you’ll be right with them and wrap up the call you are on.
5. Dress for success
A big part of the style of any front office has to do with the person sitting behind the front desk, including their appearance and behavior. Remember, first impressions are critical. The first thing a visitor sees when they arrive at your place of business is your clothing. You must make every effort to dress appropriately for the type of company you are representing. Also, dressing for success will do amazing things for your attitude! See the Dress for Success Guide from UF Career Connections.
How to Project a Professional Image
- Wear an appropriate hairstyle and color for business.
- Maintain good personal hygiene
- Wear the appropriate wardrobe for the type of organization you work for
- Be neat and well groomed
- Keep perfume and jewelry to a minimum
10 Ways to Improve your Attitude Now
- Make the choice to decide you like your job and do it well as you can control your attitude. Make your reception area a place where visitors want to come.
- Smile while talking to your customers as your attitude isn’t just reflected in your tone of voice but also in the way you stand or sit and in your facial expressions. You’ll find that your attitude towards customers may influence your own behavior as it’s hard to hide a negative attitude.
- Be Friendly and courteous to all callers and visitors, not just the ones you know. Remember that you are representing your company and first impressions count.
- Display enthusiasm and you’ll be surprised at what a difference this makes, not only in your own attitude but of those around you.
- Try to reflect on your pleasant customer experiences through-out the day and not on the unpleasant, negative ones. You’ll be amazed at how much this will improve your attitude.
- If you encounter an assertive, angry, upset customer, don’t allow your attitude to slip and become negative. Take a moment to reflect on how this impacts your attitude and then make a choice to retain a positive attitude as this will make the rest of your day much happier.
- Maintain your sense of humor. If something isn’t going the way you would like, try to laugh at yourself and not take things too seriously.
- Develop good relationships with every employee in your organization and learn their roles.
- Keep motivated to providing excellent face-to-face customer service to everyone who calls or walks in the door.
- Put your best image forward. If you look and feel good, it will be reflected in your attitude.
Reducing Stress
Stress can have a huge impact or our attitude and productivity at work and often times we blame it on the job. Maybe you feel the job has too much pressure, there’s too many calls coming in, too many upset customers, it’s just too busy and you can’t keep up. Maybe you feel like your supervisor isn’t supporting you or your co-workers are just too difficult. There’s a lack of teamwork and you plain and simply don’t like your job.
While many of these job related factors may be true, many experts agree that not all the stress experienced by workers is actually work related. There may, in fact, be several non related factors in play.
So what role can you play in reducing your stress on the job? Some things to consider are:
- Are you getting enough sleep? Maybe go to bed a little earlier
- Are you drinking too much tea or coffee?
- Are you getting enough exercise? Sometimes just a 20 minute walk a day can do wonders for your attitude.
- Are you eating a healthy diet?
- Do you drink or smoke?
Receptionist Attitude Summary
Remember! Having a good attitude is a choice you can make on a daily basis by making some positive choices. Understanding what impacts your attitude is the first step to improving your attitude. You can improve your attitude by smiling, being friendly and courteous, thinking positive thoughts, displaying enthusiasm and maintaining your sense of humor. Reducing your stress can also play a big role in improving your attitude.
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