When I worked in the administrative field, I learned to always put on a happy face, even if sometimes it was harder than usual. As a customer, I have come across many good administrative workers — and some bad ones as well. An administrative assistant or a receptionist is in the business of being social and making his or her clients comfortable. But not everyone follows those criteria. This needs to be addressed and fixed.
So how do customer service and administration go hand in hand, you may ask? If you are a receptionist, a secretary, or in any other front-desk position, it’s all about helping the client and making him or her feel important. The International Association of Administrative Professionals (IAAP) describes the administrative customer service representative as someone who “maintains solid customer relationships by handling their questions and concerns with speed and professionalism.” I agree, so I’ve compiled some information that may help. In my personal experience I’ve come across many good receptionists and secretaries who know how to really help people out.
Below, I’ve outlined what I think it takes to be a productive and helpful receptionist. I hope you can use these tips to help you with at least some part of your outlook on your administrative job.
Four Specific Tips to Improve Your Administrative Relationships with Customers/Clients
- Be patient as an admin professional. When I worked as a medical receptionist, I came across a lot of patients who needed some extra help or some extra information. Some of my coworkers would snap at the patients who would take a long time, and I was appalled by how careless they were. Whether someone is a patient, a client, or a customer, as an admin professional, focus on being patient with him or her.
- As an admin employee, you should be able to use your listening skills. Some people just need someone to hear their problems. Sometimes a good venting session is all they need. Unfortunately, this isn’t your duty as an admin professional, but it will put your patient or customer at ease. You don’t even need to state your opinion; sometimes all they want is a person to talk to!
- Be an administrator who is personable. I recently had a bad experience with a doctor’s office’s administrative team. My whole experience was dreadful. They were completely organized, but on top of that they were downright rude! I switched to another office and noticed the difference right away. The receptionists at the new office were friendly, encouraging, and just civil. I felt safe and confident in their admin department. Being personable doesn’t mean you need to be someone’s best friend, but it helps to recognize the needs of others and be encouraging when assisting them.
- In the administrative sector a smile goes a long way! The last thing I want to see when I enter an office of any kind is someone who’s grouchy with a short tone. This happens too often. It helps to crack a smile or a joke once in a while as an administrative professional. People want to feel comfortable, and you would be surprised how much a smile can help with that. Sometimes when I wanted to break the tension or calm someone down in my admin positions, I would smile and try to make the whole thing a little bit more lighthearted. Taking yourself too seriously in a worthless situation is a bit overrated, so don’t be a cold administrative assistant.
