No matter what industry you operate in, your employees that have direct contact with customers are essential. For service providers in industries like heating, ventilation and air conditioning (HVAC), receptionists are often the company’s voice. Therefore, effectively training receptionists is critical for any service provider.
Keeping utilities like water and electricity running is an essential job. Service providers must be able to answer customer calls 24 hours a day. After all, service is key to success. To provide the best customer service possible, companies must train receptionists to communicate with customers effectively and ensure that they have the support and resources needed to do their jobs well. Let’s evaluate four essentials for receptionists in customer service industries.
1. Emergency and Non-Emergency Calls
Distinguishing between emergency and non-emergency calls is a very valuable skill for receptionists working in customer service. When dealing with a potentially dangerous issue, such as an electrical outage, being able to direct customers to emergency services could save a life, and training should focus on making sure that receptionists know how to properly route both emergency and non-emergency calls.
In certain scenarios, knowing the severity of a customer’s issue can go a long way in getting them timely help. While some problems might need immediate attention to avoid system-wide breakdowns, others are perfectly fine being left until the next day. Either way, it’s important to train receptionists on how to gauge a call’s severity.
2. Basic Understanding of Service Offerings
When they answer a call, receptionists must instill confidence in customers. If they are unfamiliar with your business’ offerings, it can leave room for error. According to PwC, 73% of customers believe that a good experience is key to influencing brand loyalty — so your receptionists must be ready to deliver.
Receptionists need to understand how the business works to steer customers in the right direction. For example, if you own a locksmith company, your receptionist must have at least a basic knowledge of the types of locks your organization specializes in. That way, they can schedule appropriate service technicians when the time arrives.
3. Clear and Confident Speaking Voice
Another critical skill for receptionists is a clear and confident speaking voice. Especially when it comes to technical calls for service providers, being able to patiently listen and communicate a customer’s needs back to them is essential. If someone experiences an HVAC emergency, clearly discussing the problem is the best way to calm them down and create confidence in your business.
For starters, receptionists must be good listeners before they can be good communicators. Once they have identified a customer’s need, they should speak in a moderate tone at a reasonable noise level. If your customer must continuously ask your receptionist to repeat themself, you may have a problem.
4. Technical Skills
While office administrators used to be able to get by with basic phone and organizational skills, things are quickly changing. With more teams working remotely and technological advancements, receptionists must be well trained in modern technology. With the right information technology (IT) skills, receptionists can navigate your tech stack to stay in touch with technicians while keeping customer info organized.
Depending on the size and scope of your operation, technical skills can include anything from a basic knowledge of Microsoft Office and Gmail to business management platforms like customer relationship management (CRM) software.
Looking Ahead
Training is essential for service companies to retain existing customers, attract new ones and provide great experiences. It can assist companies in developing a more positive attitude toward work and providing employees with the skills required to make them more valuable to their organizations. Customer service training can transform your front office into an efficient machine by enabling receptionists to navigate difficult conversations, provide customer support and resolve issues affecting your client relationships. If you follow the steps above, your receptionists will be on the right track toward providing world-class customer service to your customers.
