First impressions are powerful. Whether it be from a walk-in or phone call, your receptionist is one of the first people your customers are in contact with. Â This staff member must be able to provide excellent customer service on top of any other clerical tasks. So, how do you find one? What do you ask when you interview?
Here are a few questions that may help:
1) How would you deal with a customer that is very upset and wants a refund?
2) Describe for me an example of poor customer service.
3) Describe for me what an example of great customer service means.
4) Do you think is it rude to put a phone customer on hold while you are talking to a customer standing in front of you?
5) What would you say to a customer that is talking negatively about the company in front of other customers.
I would ask these questions just to see how well they can think on their feet. Of course we have scripts for all of these questions but it always interesting to see what they come up with.
What would you ask potential receptionists?
