A presentation by

Miss Nwabueze Eleanor

On

The receptionist
(Customer Relations Officer)

Dated: 25th March, 2019

 Contents

 Definition

 Roles and responsibilities

 Reasons why a customer could be irate

 Possible solutions to irate customers

 Personal strategy, skills for productivity

 Definition

Receptionist are individuals who

represent the company and serve as the
first point of contact in an office and
perform variety of administrative tasks.
 Roles And Responsibilities

 Receive visitors.
 Answer phone calls
 Manage mail
 Stay alert
 Clerical
 Organize meetings
 Reasons Why Customers Could Be Irate

 Lack of good communication skills

 Not keeping promise
 Inaccessibility

Possible Solutions to Irate Customers

Irate customer always seek immediate attention and

response. Due to this fact, I developed the REEL-ACT
technique to tackle irate customer.
• Remain extremely calm
• Empathize and show sympathy
• Listen
• Apologize and acknowledge
• Canvass to examine and sort out solutions
• Take out time for yourself.
 Personal Strategy And Skills For Productivity

 Good communication skills computer skills

 Excellent administration skills.
 A team player
 Ability to work under pressure
 Time management
 Multi tasking
THANK YOU

FOR

LISTENING