Setting Up Your New Receptionist for Success: Phone Etiquette and Essential Front Desk Skills

A receptionist is often the first voice a customer or client hears when contacting your business. Their tone, professionalism, and ability to handle phone calls efficiently directly influence the impression your company leaves. It is crucial to prepare your new receptionist with the right phone etiquette and receptionist skills to ensure their success and their ability to maintain your organization’s reputation that you’ve worked to establish. Whether this is their first time working a front desk opportunity or a seasoned business professional looking for a new role, it’s necessary to confirm that they have the right skills and training in order to maintain a level of professionalism with every call they answer.

Preparing Your Receptionist for Their First Call: Laying the Groundwork

When you hire a new receptionist, their first interaction on the phone sets the stage for how they will represent your business, and sets the tone for how the caller recalls your business moving forward. To ensure they are ready from day one, start by clearly outlining expectations and providing thorough onboarding and training.

1. Shadowing and Observation: Allow your new hire to shadow an experienced team member to understand phone flow, tone, and frequently asked questions. Have them verbalize what their team member is doing well and what they can personally improve upon to be able to speak confidently.
2. Call Scripts and Examples: Provide real-life call scripts or recordings to help them get comfortable with common caller scenarios. This is extremely important if your business operates in a new industry that the receptionist isn’t familiar with yet.
3. Role-Playing Exercises: Practice makes perfect. Conduct mock calls to help build confidence and instill appropriate phone manners. It is an opportunity to give them positive reinforcement while correcting any issues of faults before they speak with an outside caller.
4. Feedback and Coaching: Early feedback helps reinforce good habits and correct any missteps before they become routine. The new hire should also indicate how they best respond to constructive criticism.

Must-Have Receptionist Skills for Front Desk Success

To excel at the front desk and especially over the phone, receptionists need a strong blend of soft skills and adaptability. Here are the key receptionist skills your new hire needs to come into the role with or master fairly quickly :

• Professionalism: Whether answering the phone or greeting walk-ins, a polished demeanor goes a long way in setting the right tone.
• Confidence: A confident receptionist instills trust in your callers and visitors. This comes from training, practice, and support.
• Basic Industry Knowledge: Receptionists should be familiar with your industry’s common terms and services. If they’re new to the field, invest time in explaining the lingo and context so they can speak knowledgeably.
• Positivity: A cheerful tone over the phone creates a welcoming experience for every caller.
• Patience: Especially with confused or frustrated callers, patience helps de-escalate issues, ensure everyone feels heard, and confirms that difficult conversations are handled with care.
• Strong Written and Verbal Communication: Clear communication is essential for message-taking, call routing, and email correspondence.
• Time Management: Juggling calls, visitors, and administrative tasks requires the ability to prioritize and stay focused.
• Tech-Savviness: From call systems to scheduling platforms, receptionists should be able to pick up on new technology quickly and implement it into their daily routine.
• Organization: A well-organized receptionist ensures nothing slips through the cracks, especially when it comes to relaying messages and tracking appointments throughout the day.

Answering the Phone with Confidence and Courtesy

Phone etiquette should become second nature to any skilled receptionist. Here are best practices to make sure your new hire gets it right:

• Answer Promptly and Cheerfully: Aim to answer within three rings and with a positive tone.
• Greet and Thank the Caller: A simple “Thank you for calling” goes a long way.
• State Name and Role: Introduce yourself to add a personal and professional touch.
• Speak Clearly and Loudly: Avoid mumbling and make sure the caller can easily understand you.
• Take Detailed Notes: Accurate message-taking is essential to ensure effective follow-up.
• Always Ask Permission: Before transferring a call or placing someone on hold, ask for their consent so they are aware of next steps.

Sample Receptionist Call Script

Here is an example of how a front desk receptionist can answer the phone using proper phone etiquette:

“Good morning! Thank you for calling [Company Name], this is [Your Name], the front desk receptionist. How may I assist you today?”

This script covers all the basics: a greeting, gratitude, clear identification, and an invitation to assist. If your organization has different expectations on how your receptionist should interact with clients and callers, let them know ahead of time.

Key Details to Capture When Taking a Message

When a receptionist is unable to connect a transfer call and needs to take a message, here is a checklist of the information they should gather:

• Caller’s full name
• Company name (if applicable)
• Reason for the call
• Phone number (and extension, if applicable)
• Email address (if relevant)
• The best time to return the call
• The urgency of the message
• Any specific questions or requests
• Date and time of the call
• The name of the person the message is intended for

Encourage your receptionist to read back the message for accuracy before ending the call.

Setting the Tone for Lasting Impressions

Equipping your new receptionist with strong phone etiquette and the foundational front desk skills they need ensures a smoother transition into their role and a stronger connection with your customers. From the first call to ongoing daily interactions, a well-trained receptionist acts as a bridge between your brand and your audience. Investing in their success not only supports their professional growth but also enhances your company’s image. Take the time to train your new front desk receptionist up to your organization’s standards, and the results of their preparation will benefit the company process and image over time.

Let Us Help You Find the Right Front Desk Talent

If you’re looking to fill a front desk receptionist or call center position, or considering restructuring your current administrative team, Professional Alternatives is here to help. Our experienced administrative recruiters specialize in connecting employers with skilled front desk talent who bring professionalism, strong phone manners, and all the essential receptionist skills needed to thrive. Let us streamline your hiring process and match you with candidates ready to make a strong first impression. Connect with one of our administrative recruiters to start the hiring process today.

Are You Looking for a Front Desk Job?

If you’re a candidate seeking a front desk receptionist role, we invite you to explore our open jobs or send us your resume. Our team of office staffing experts is ready to help you find a position where your phone etiquette and administrative talents can shine. Let’s find your next opportunity today.