Female receptionist working at front desk

How to Train Your Receptionists

Receptionists are often the first point of contact for customers and clients visiting or calling a business. As such, it is crucial that they are well-trained to provide a positive and professional impression of the company. Here are some tips for training your receptionists to ensure they are prepared for their role.

Start with the basics

Before your receptionists can begin interacting with customers, they need to have a solid understanding of the company’s products, services, and policies. This includes knowledge of pricing, hours of operation, and any promotions or special deals that may be running. Providing a comprehensive training manual or online resource can be helpful in this regard.

Emphasize customer service

A receptionist’s primary job is to provide excellent customer service. This means being friendly, polite, and responsive to customer needs. Encourage your receptionists to ask open-ended questions, actively listen to customers, and offer solutions to their problems. Role-playing exercises can be a useful tool for practicing customer service skills.

Teach proper phone etiquette

Many receptionists will also be handling phone calls, so it’s important that they know how to handle these interactions professionally. This includes using a friendly and courteous tone of voice, addressing the caller by name, and being able to transfer calls as needed.

Provide training on the software and equipment used

Person dialing on a VoIP telephone system

Make sure your receptionists are comfortable with the technology they will be using on the job. This includes the phone system & its features, scheduling or appointment-booking software, as well as basic office equipment such as fax machines and printers.

Encourage continuous learning

The receptionist role is constantly evolving, and it’s important to keep your staff up-to-date with new technologies and best practices. Encourage your receptionists to attend training sessions and workshops, and provide opportunities for them to learn from more experienced colleagues.

Encourage open communication

Encourage your receptionists to communicate any difficult situations they encounter to their managers. This allows you to address any issues and provide additional training or support as needed.

Provide feedback

Regularly provide feedback to your receptionists on their performance. This can be both positive and constructive and will help them understand where they are excelling and where they need to improve.

Celebrate success

Receptionists are often the unsung heroes of a business, and it’s important to recognize and celebrate their successes. This can be as simple as a thank-you note or a small token of appreciation.

By following these tips, you can ensure that your receptionists are well-prepared to provide excellent customer service and make a positive impression on behalf of your company. A well-trained receptionist can have a significant impact on customer satisfaction and loyalty, and ultimately, the success of your business.

It is also important to remember that your receptionists are people and that they may have different learning styles, preferences, and strengths. It’s essential to understand your staff’s learning style and tailor the training accordingly. This way, you can ensure that everyone is getting the most out of the training and that they are able to apply the information in their role.

Training your receptionists is essential to the success of your business. By providing them with the knowledge and skills they need to excel in their role, you can ensure that they are able to provide excellent customer service and make a positive impression on behalf of your company.

Bonus Insights by Local Businesses on What Makes a Good Receptionist

Polite, professional, positive and detail oriented are all good assets of a good receptionist. He/She should also screen all your calls, emails and have a good pulse on what your business does.The receptionist should be able to answer basic questions about your business without sending to other people in the organization. Have good phone skills, good sales skills, good listening skills and patience is very necessary during both the slow and busy times.  

Mary Brady, Sunbeam Gardens Inc.