Discuss some of the basic procedures that you as an employee must be familiar with when meeting the public

Question

What will be an ideal response?

Answer 1

Some companies designate an employee, such as a receptionist, to greet visitors. However,
almost all employees come in contact with customers. Chances are, no matter which field you
choose, you will have interaction with customers. You should, therefore, be familiar with the
basic procedures for meeting the public.
a) Give prompt attention to visitors: Recognize a visitor's presence immediately. Even if you
are busy, interrupt your work for a moment to smile and say to the new arrival that you will be
with him or her in a moment.
b) Be courteous to all visitors: Every visitor should receive friendly and courteous treatment,
regardless of the purpose of the visit. Even if the visitor is upset about something and acts
accordingly, you must overlook any discourtesy and show that you are concerned. Even if you
can do nothing about the situation, you can listen in an understanding way to the complaint.
Treating an annoyed customer discourteously will only make the situation worse. Your
courteous attitude is likely to help calm the visitor and give your organization a chance to
make amends.
c) Apologize for delays: If someone cannot keep an appointment, you should explain the
delay. You should tell the visitor about how long the wait will be. A selection of current
magazines and the day's newspaper should be available, and you should offer a cup of coffee
if it is convenient to do so.
d) Find out the purpose of the visit: Almost every visitor will have an appointment with a staff
member of the organization. If the visitor has no appointment, request the person's name, the
name of the organization he or she represents (if any), and the purpose of the visit. Relay this
information to the person who you think can be of most help to the visitor. After getting
permission to show the visitor in, invite him or her to follow you to the appropriate office.
e) Be discreet and tactful: Protect the privacy of both your manager and your organization by
being discreet in your comments to visitors. Also, avoid making conversation about your
organization's business or personnel. Be discreet in giving any opinions solicited by the visitor.