1. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 7–17–1 Chapter 7 Customer service: At reception

2. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 7–27–2 External customers  First contact  Clients are crucial  Top priority  Shop elsewhere

3. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 7–37–3 Internal customers  Receptionist is the link  Public relations  Corporate image  Service provided to other staff

4. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 7–47–4 A pleasant reception desk Figure 7.1 A pleasant reception desk

5. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 7–57–5 Reception duties

6. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 7–67–6 Scheduling appointments  Incoming appointments  Time?  Priority?  Outgoing appointments  Travel time  Duration  Unexpected delays  Too much wasted time

7. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 7–77–7 Electronic scheduling Figure 7.2 Setting up a new appointment and rescheduling an appointment using Microsoft Outlook calendar

8. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 7–87–8 Scheduling events  24 hours or longer  Trade show or conference  Does not block off calendar time  Differs from an all day appointment

9. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 7–97–9 Electronic organisers Figure 7.3 eBookMan Courtesy of Franklin Electronic Publishers Inc.

10. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 7–10 Internal information  Knowledge of specialist areas  Organisation chart  Internal telephone directory  Computer list  Update

11. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 7–11 In/out indicator Figure 7.4In/out manual board and computer based version, Who’s In Screen shot courtesy of Hudson Software

12. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 7–12 Types of visitors  Those expected  (with appointments)  Those expected  (without appointments)  Those not expected  (without appointments)

13. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 7–13 Public relations and image  Public relations  Corporate image  The reception area

14. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 7–14 Dress of the receptionist  Formal code  Other people in the business  City/suburbs/country  Smart/neat/tidy

15. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 7–15 Receptionist’s appearance  Hygiene  Hair  Make-up  Jewellery

16. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 7–16 Negative attitudes  Couldn’t care less  Brush-off  Coldness  Disrespect  Robotism  Run-around  Company rules

17. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 7–17 Positive attitudes Use active listening  Non-verbal  Encouraging  Showing empathy  Clarifying  Silence

18. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 7–18 Special needs  English not first language  Asian visitors  Different religious beliefs  Wheel chair bound  Emotional problems

19. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 7–19 Conflict resolution  Explore the problem  Mutually acceptable solutions  Evaluate with the customer  Decide together  Follow up and evaluate  Try not to be aggressive  Don’t get upset

20. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 7–20 Recommend products  Good points of your brands  Good reputation  Product information  After-sales service