Welcoming is a three stage process:
They may be:
If you have a queue, ask who is next, but don’t slip into freezer mode by curtly or casually saying “Next” – that is not welcoming.
You want to do this quickly, but make sure that you give adequate time (especially if the person is struggling to communicate).
Most clients will say something like, “I have a problem with my landlord and I would like some advice”. From there you can explain how the system works.
If a client is agitated or upset, you should allow them time to compose themselves and acknowledge their feelings in some way, for example:
But watch out!
You need to maintain confidentiality, but some clients will launch in to a lengthy explanation of their problem in the reception area. If this happens you need to stop them, saying something like:
“Can I stop you there, you will need to explain this to the interviewer, all I need at present is a few details about you.”
Explain the system to new clients.
Whatever system your agency uses, you need to explain drop-in sessions, adviser appointments etc. The client may want to know how long they will have to wait.
If they are reluctant to wait, you may also need to explain alternative routes to advice e.g. telephone and email.
Dealing with a client who just wants a bit of information is covered in the next section of this bite size.
If they decide to stay, you may need to give them a form to record their details depending on your agency’s procedures.
A client comes in at the end of a drop in session, the person on reception explains that the session is closed and he will either have to telephone or come in tomorrow.
The client becomes agitated and even a little aggressive.
What should you do in this situation?
The answer is to ask the client to wait a moment while you consult with your supervisor.
You should then go and explain the situation to your supervisor who has the authority to make an exception to the normal procedure or practice (e.g. to see the client straight away). They should give you clear instructions on what to do or may come out and talk to the client.
A repeat client comes for advice
The only difference is that they will know the system, so all you probably need to do is to get them to fill in the first part of the client details form.
Someone with an appointment
Your agency will have a system for this; you need their name and then may have to phone through to an adviser or other member of staff to tell them that their appointment has arrived (and perhaps find the case record).
Someone who is enquiring about being a volunteer
Your agency should have a system for this, but always take the person’s contact details. You may have an information pack to give to the person or you may be expected to phone a member of staff for them to come through and deal with the person.
A short exercise
Think about the last couple of experiences you have had of being dealt with by a receptionist – maybe going to the doctor, going to a school to see a head teacher or going to the benefits or tax office.
