How to hire the right receptionist?

Selecting the receptionist is probably one of the most crucial because they create the first impression to the clients. So it is important to choose the right receptionist for your company’s image.
Then this might be just the image you are looking for: business ambassadors (business’s image); personality counts (help customer).
By hiring the right receptionist, you are on your way to having a successful, smooth running company.

How to hire the right receptionist?

No1. Determine Necessary Skills
Think carefully about the type of your business and how your receptionist can best personify the image you wish to project. Screen for those who are truly interested in a receptionist role, as opposed to those who simply want to get a foot in your company's door the easiest way possible. That said, when it comes time to conduct interviews, ask each candidate what they know about your company and listen carefully to how they respond. You want someone who has a solid understanding of the business, which helps them to present a confident and capable first impression to outsiders.

No2. Assess Your Gut Feelings
Be exacting in interviews. Too often employers focus solely on credentials when considering candidates, but conduct is often just as important, especially when it comes to the receptionist role. A nervous, timid manner can be incredibly off-putting to those having their first dealings with a business. If your receptionist embodies such traits, it doesn't matter how highly trained your staff is; you could potentially lose business on the basis of the receptionist alone.
It may seem illogical to form an opinion of a prospective receptionist

Your receptionist is often the first contact customers and partners have with your business, be it over the phone or in person, so it is very important to have the right person handling the job. And to hire the right person, it's necessary to first identify what kind of employee you are looking for.
It may seem illogical to form an opinion of a prospective receptionist based on gut feelings, but if you're turned off by his or her demeanor, consider how your clients will feel. In turn, if you get an extremely positive feeling from interacting with a prospect, take that as a good sign.

Interviewing receptionists isn't the same as hiring for other positions. Receptionists are required to react on the fly, think on their feet, and tackle whatever situation comes their way. Angry caller on the phone? The receptionist will be the first one in your office with the opportunity to talk them down. Have a glut of visitors all clamoring for attention at once? It’s the receptionist's job to ensure that everyone gets where they're going. These scenarios and more are why it's crucial to hire a receptionist with a warm, affable manner.

No3. Allow for an Adjustment Period
While it's helpful to evaluate receptionist candidates based on their abilities, be sure to give your new hire a chance to settle in before deciding how you think they're doing. Obvious as this may seem, every business is governed by its own processes and filled with its own distinctive combination of personalities. Even the best, most adaptable receptionists will need some time to adjust to his or her new situation. Six weeks is usually a reasonable amount of time to assess how a receptionist is faring. You may wish to consider bringing someone in on a temporary basis at first, and then when you feel confident they make a good fit, bring them on permanently.
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How is emotional intelligence (EI) important in workplace?

What is Emotional Intelligence?

Emotional intelligence (EI) is the ability to perceive, control, and evaluate emotions. Emotional intelligence can absolutely be learned and strengthened in daily habit.

How is emotional intelligence important in workplace?

If a business (organization) wants to lift itself from averagely successful to excellent, there is only one area they needs to address : emotional intelligence.
Emotional intelligence at work is about how people and relationships function:
• Relationships between colleagues, between directors and staff;
• Relationships between the organisation and its customers, stakeholders, suppliers, competitors, networking contacts, … everyone.

It is about leadership, teamwork, partnership and vision. Founded on excellent practice and understanding of communication, the emotionally intelligent business consistently excels in all these areas and has insight into how this happens.
An organisation which is emotionally intelligent has staff who are:
• Motivated, productive, efficient, aligned with the business, and committed;
• Effective, confident, likable, happy, and rewarded.

Emotional intelligence is applicable to every human interaction in business: from staff motivation to customer service, from brainstorming to company presentations. But the subject is far deeper and wider than these examples, and emotional intelligence must be able to understand and deal with:
• How we assess people
• How relationships develop
• How our beliefs generate our experience
• As well as resistance, power struggles, judgment, competition, vision, leadership, success, and much more.

Only in a business in which the staffs are emotionally intelligent can they work together to maximum effectiveness. This can only increase the organisation’s success, however measured.
Emotional intelligence is essential for excellence.

How can managers check their staffs' emotional intelligence?

To manage employees' EI, business or organization can take a emotional intelligence test (EQ) itself or ask supporting from manpower services agencies or recruitment agencies.

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6 unforgettable stories in customer services

Customer service is the great cornerstone of all successful businesses. There are many amazing stories of the top brands, as well as the warm services that they provide to consumers.
Today, we will review six of the most unforgettable stories relating to customer service:

Sainsbury’s took advice from a 3 year old
When Lily Robinson, a 3 and a half years old girl wrote a letter to Sainsbury’s (albeit with a little help from her parents), she didn’t realize that they’d bother responding. Her letter was concerning the tiger bread by Sainsbury’s, which she said looked very much like a giraffe. Her mother put the letters on the internet, making them viral immediately. It wasn’t long before tiger bread was renamed as giraffe bread, and Sainsbury’s also posted messages giving a nod to Lily Robinson’s original idea.

• See more: How to become a good listener?

United Airlines parting gesture
When Kerry Drake got on the plane on his United Airline flight, he knew his mother was dying. He also knew that if he missed his connecting flight, he wouldn’t be able to meet up with her in her final hours. As his first flight got delayed, Rake broke down in to tears. When the message was relayed to the captain, he immediately radioed in the connecting flight, which was delayed for Kerry Drake’s dying mother. He was able to meet up with his mother, who died the very next morning. What a heartwarming story of compassion, brotherhood and friendliness. Of course, everybody on the plane understood why the flight was delayed, and were happy to consent.

Bungie Studios’ Holiday Miracle
One of the most beloved game developers in the video gaming industry, Bungie is famous for its Xbox franchise Halo. When a father of a young child who had just had liver transplant surgery approached Bungie that his son could not play the newest release of Halo, little did he expect the response! A card came in the mail, signed by all members of Team Bungie with get-well wishes, and there was a custom built helmet of Master Chief (the main character), along with a bunch of other merchandise. Can’t be a better gift than that, can there?

Trader Joe’s Delivery
Trader Joe’s is very popular, we all know that. But, when an elderly man, 89 years old, was snowed in at home in Pennsylvania during the holidays, his daughter was worried he wouldn’t have enough food. So, she called as many shops as she could, and finally got hold of someone at Trader Joe’s. Guess what they did? While Trader Joe’s normally does not deliver, they said they’d be happy to deliver, and even suggested items that would fit well with the man’s low-sodium dietary intake. It took less than 30 minutes for a delivery boy to reach the man’s doorstep.

Lego’s awesome recovery
For a child, toys are everything. Every kid grows up playing with Lego, and losing one can be a traumatizing experience to say the least. When Luka Apps spent all of his money on a Ninjago and then lost it, he was distraught. He wrote a letter to Lego, explaining his predicament, and also mentioned that he’d take special care if they would send him another one. You know what’s coming; Lego sent him the action figure, along with all of his weapons and a beautiful card too!

• See more: How to build customer loyalty

Morton’s Steakhouse stunning gesture
When Peter Shankman, a famous author, speaker and consultant on customer service, sent out a tweet to Morton’s Steakhouse to bring over a porterhouse steak at the Newark Airport in two hours, he didn’t make much of it. Imagine his surprise when two hours later, a representative from Morton’s drove 23 miles to greet him with a full meal at the airport. It even included silverware. Needless to say, Morton’s steakhouse posted crazy sales soon afterwards.

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How to Build Customer Loyalty

Are you committee do building customer loyalty? You should be. Most companies can increase revenues 50% by increasing customer loyalty by only 5%
That’s great, but how do I do it?
Here are 4 Steps to build customer loyalty:

Step 1: Build Employee Loyalty
It's easy to understand that if you don't take care of your employees, they won’t take care of your customers. To develop your brand, the first is developing your staffs loyalty.

Step 2: Screw Up
Not on purpose mind you, but it’s going to happen 17. You’re not Superman
This is a great opportunity to Make things rights, Earn Trust, Build Loyalty But think beyond money.
Discounts are fine, but a thoughtful gift separates you from everyone else.


Step 3: Build a Tribe
What people really want is the ability to connect to each other, not to companies.
How can you build a tribe
Do you have an app yet? You Should.
Having a smartphone is a status symbol. It’s a great place to build your tribe.
Nearly 70% of app users view brands with apps more favorably

Step 4: Provide excellent customer services
In the end of process, you have to provide an excellent customer services.
It's easy to seen that staffs loyalty is not enough to bring your customers back because they aren't allowed to decide any policy for clients, they just help the manager to bring company's value to the customers in a smooth ways.

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Customer Satisfaction vs Customer Loyalty - What's the difference?

In customer services, you’ll likely hear people talk about “customer satisfaction”, and sometimes you’ll hear about “customer loyalty”. It’s important to recognize that they are two sides of the same coin.

To be clear that:
“Satisfaction” is an attitude — it’s how I feel, and as such it’s distinctly subjective. I have an attitude that I’m satisfied, or I have a perception of myself as being satisfied.

In contrast, “loyalty” describes behavior. I may behave in loyal ways. When I become a regular, repeat customer and I recommend your product to my friends or family members, I’m behaving in a loyal way. If I’m really loyal, I’ll willingly pay a premium in order to purchase a product with your brand on it. That, again, is a loyalty behavior. It’s objective.

Satisfaction without Loyalty

Sometimes you can be really satisfied with something, yet fail to behave in a loyal way.
Take my local bookstore. I love my local bookstore. It’s a smaller, regional chain with a lovely environment and a nice selection, and I like their staff picks for recommended reading.
There are many attributes of the local bookstore that I find to be quite satisfying — but am I loyal?
Not entirely. I also buy a lot of books on Amazon. For me, Amazon is convenient; I like the quick searching, and I enjoy reading the reviews. Too, Amazon offers a lot of one stop shopping options. I’m not that fond of going into stores generally, so I appreciate being able to order some books, some clothes and some games for the kids all in ten minutes.
So in this case, I’m quite satisfied with my local bookstore, but I’m not behaving in a very loyal way.

• See more: How to build customer loyalty 

Loyalty without Satisfaction

Let’s take a real-world example. I happen to like coffee, and I buy a lot of coffee at Starbucks. Therefore, I’m loyal to Starbucks.
However, if Starbucks were to send me a satisfaction survey, focusing on my attitudes, they’d find that I’m not particularly satisfied in two specific areas.
There are two problems here:
The first, I think the price of their iced coffee is entirely too high.
The second, I think the naming of their cup sizes is pretentious and, in fact, I refuse to use it. When I’m at Starbucks, I order a medium.
Clearly, then, when it comes to Starbucks, there’s a difference between my behavior and my attitude.

"Customer Satisfaction" and "Customer Loyalty" are two difference definitions, but always remember that Customer Loyalty going beyond Satisfaction.
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