In the professional sector, competencies are closely linked to interpersonal skills. In the business world, the company with the biggest market share is the one with the most attractive customer portfolio. Impeccable customer service is the key to success in this market. In some businesses, setting up a reception service is a way of communicating with customers, with a view to developing and maintaining a relationship of trust with them. The business world is a highly competitive sector, where similarities between products and services are commonplace, so customer relations are essential to a company’s survival. It’s important that the first contact between the company and its customer, the call reception, is of the highest quality. Here are the essential qualities to develop within a company for exceptional call reception.
Professionalism and courtesy
When a customer or potential customer calls a company, they expect to be greeted with professionalism and courtesy. Receptionists should respond with enthusiasm, a friendly and professional tone, using appropriate greetings such as “Hello” or “Hello [nom de l’entreprise], how can I help you? A warm, welcoming attitude helps create a positive first impression. It’s also a good idea to smile when taking calls, as this is perceived by the person on the other end of the phone.
Active listening
One of the golden rules of a quality reception service is to give 100% in providing information to the customer and 120% in listening. Active listening means being attentive to callers’ needs and requests, and asking questions to ensure full understanding of the request. This ensures an efficient response and complete customer satisfaction.
Product and service knowledge
En plus de la courtoisie et de l’écoute active, pour être un bon réceptionniste, il faut nécessairement connaitre de façon détaillée les produits ou services de l’entreprise. This makes it easier to address callers’ concerns accurately. This requires training in the products or services concerned.
Mastering communication technologies
One of the most important aspects of corporate call handling is the mastery of communication technologies. In addition to product and service knowledge, the receptionist must be comfortable with telephone systems, call management software and other communication tools used in the company. By mastering these tools, reception staff will be able to respond quickly to callers’ requests.
Managing empathy and trust
Sometimes callers are stressed or unhappy. In such circumstances, empathy and patience on the part of the receptionist are essential. He should let the customer know that he understands his concern. He needs to be able to reassure him while working to solve his problem. Trust is also important, as customers need to feel they’re in good hands from the very first contact.
Responsiveness and problem-solving
Good call reception implies immediate responsiveness to customer requests. The receptionist must be able to answer calls quickly and dynamically, take messages and pass them on to the right people if necessary. What’s more, they must be adept at solving common problems and directing callers to the right resources when needed. This attitude will establish an initial relationship of trust between the receptionist and the caller, which can be decisive for the subsequent collaboration between the caller and the company.
Respecting confidentiality
Confidentiality is an essential component of all business communications, as professional secrecy is an integral part of any working relationship. The receptionist must respect the confidentiality of callers’ personal and professional information, ensuring that all sensitive data is handled securely and confidentially. A clumsy or negligent approach could result in damage to the customer, which could be the subject of legal action against the company.
The key to effective customer service is the quality of call reception. Receptionists play a crucial role as ambassadors for the company. In the performance of their daily duties, call reception staff must combine professionalism and courtesy, demonstrate competence, establish a climate of trust and confidentiality, practice active listening and be unfailingly responsive. It is also noted that companies need to invest in skills development and pay particular attention to the training and support of reception teams, as they can not only improve their brand image, but also build customer loyalty and achieve better performance.
