UPbook

Poor customer service will always put a dent on the reputation and sales of a company. Even if the products and services that your company is offering are among the best in the industry, people won ’ t hesitate to seek other companies when they are on the receiving end of poor customer service. Many will tell their friends about their frustrations, rant on their social accounts, and even write reviews about the bad experience they have had with the company. And when people hear or read about these negative reviews, they ’ ll have second thoughts about buying the company ’ s products or avail of their services. Negative reactions can affect the number of customers, and every client who stops patronizing the company ’ s products and services have a significant effect on the company ’ s sales, and every change in the sales chart will affect the status of the business. There is actually that domino effect. This is one negative chain of reactions that companies and businesses sho...

One of the best-kept secrets to delivering top-rate customer service is having backup support who can step in and provide a seamless solution to specific concerns or issues of customers. There will always be occasions when your receptionist or customer service representative is unable to solve or provide answers to questions or issues of clients. Proper training can significantly reduce these situations but it is always good to have a back-up plan just in case, things can escalate and there is a need for somebody who has the background and position to address such issues. It is taboo for receptionists to let a customer walk away with an “I don’t know”. In order to create a good impression and build rapport with your customer, a more acceptable and positive answer would be “let me find out”.

The telephone serves as a vital link of communication between the business and its clients. Anyone call the front desk expects to be promptly attended and their concerns addressed in an efficient manner. Excellent phone service is just one of the important ways to create a positive impression of the company. Callers hate when they are put on hold for quite a long time and/or the person answering the phone is rude and unhelpful. When callers feel this way, they won’t hesitate to hang up and take their business to the competitor. Also, they will be important sources of negative feedback about the company, which is a concern that every business should try to avoid as much as possible. With today’s busy lifestyles, time is very precious. If clients or potential customers have specific concerns that can be relayed by phone, they’d do it without second thoughts, saving them a trip to the establishment. Even if it’s not face-to-face interaction, callers to a business expect quality c...

For any company or business, hiring new employees remains to be challenging and equally rewarding. Here are some to remember during the hiring process: l   If you have competent veteran employees, you should consider hiring newbies. That way, your veteran staff can train the new hire/s. l   When selecting whether you need to hire a veteran or a newbie, consider the nature of the task. If the job entails working at the reception area, you can hire a newbie for the job. If there is an applicant who has a certificate in a receptionist course and/or has some training or experience, you should consider the person as a good candidate for the job. l   Hiring newbies tend to be less expensive as they can be less demanding when it comes to benefits and they are willing to receive salaries with entry-level rates. Newbies are also more enthusiastic and are willing to learn. They are also easier to manage and are prepared to work overtime.

Business establishments and companies should realize the value of first impressions. And one way to create a lasting first impression is to have a welcoming and comfortable reception area. The way things are arranged, the cleanliness, and how things are run in the front desk can tell so much about how efficient the business is managed. A messy and disorganized front desk will give the impression that you don’t care about appearances and first impressions. It is a fact that there are lots of things to accomplish each day at the office but these tasks should never be an excuse for a poorly maintained front office. Chaos and disorder in the front office  reveal poor management skills and/or lack of staffing resources. Anyone doing business with your company would think that you are not giving your business your full attention.

When someone calls a hotel to make a reservation, it is the job of the hotel receptionist to attend to the clients and guests. This is also true with reservations made by email or online through the hotel’s website. Interacting with clients should be made in a positive manner to maintain a positive impression of the company. Upon the guests’ arrival, the hotel receptionist welcomes them and make sure of a hassle-free and speedy check-in. It is also the responsibility of a hotel receptionist to make sure that the hotel’s reception area has a warm and welcoming ambiance. This is also one way to create a positive impression on the hotel’s clients. In addition to interaction with clients, hotel receptionists also have administrative and secretarial responsibilities. Thus, they should be well-versed in using basic computer programs and receiving training for any specific software that the company uses.

When guests stay at a hotel, it is often the front desk that they go to when seeking important information about local places of interest and attractions. Thus, it is important for hotel receptionists to be familiar with the locality so they can provide valuable information to the guests. Ideally, receptionists should walk the extra mile to provide quality customer service. When guests want to see local attractions, the hotel receptionist may need to assist the guests in booking a tour, a taxi, buying tickets, etc. Sometimes, there are hotel guests that might approach the hotel receptionist with concerns or complaints. Some guests who are disgruntled with the services that they have received won’t hesitate to let the management know of their discontent and the first person they will call or talk to is the front desk staff.

Being the first person whom people see as they walk inside an office or business, front desk agents should be aware of the important role that they play in creating a positive impression of the company. Thus, they should be naturally friendly and welcoming while maintaining a professional attitude at all times. They should always be ready to welcome anyone who walks in; it’s human nature to be drawn to people who, at first glance, appear friendly and approachable. Front desk agents juggle a variety of tasks, many of which are done simultaneously. This means, they should be able to work well under pressure, without appearing frazzled or exhausted. While being in the frontlines greeting people and addressing their concerns and/or queries, a front desk agent also answers the phone, manages the switchboard or PABX system, and performs administrative or secretarial work. UPbook specializes in providing your business with a superstar front desk agent for your office or business.

One of the duties of front desk staff is preparing a presentable and welcoming lobby area for guests and clients. To achieve this, the lobby must be maintained clean, neat, and free of any clutter at all times. Magazines or any reading material such as pamphlets and brochures should be in the correct place, litter should be removed, and any used cups or glasses should be cleaned. The desk and front office should also be free from any clutter. It is also the responsibility of the front desk staff to restock any brochure or forms that are commonly used in the front desk office. In many businesses, the front desk is a busy intersection where staff and clients interact. The fast-paced atmosphere requires that the staff have an eye for detailed record keeping. With UPbook’s unique training program , the way your front desk agent deals with customers can leave a deep impression on the quality service being afforded to them.

As your business grows, you need to hire additional front office staff to keep things running smoothly toward further growth. Here some hiring tips to keep in mind: Are you looking for more growth and production? Then, UPbook can help you find front desk staff who are equipped to address clients’ needs whether in person or by phone. Your staff is your PR person who is a ‘jack of all trades’. They are vital in getting new clients and keeping the old ones coming back. Always remember that top-rate staff is made, not found. When looking to hire one, you should go past the training and education; you should also determine whether the person can become an ideal member of your team. When you have a newly hired front desk agent , you don’t expect the person to start off immediately with perfect performance from day one, but there are those who can perform well with little or no training.

Front desk agents perform a long list of tasks that make them significant employees who set the tone for the business. To guests and clients, the front desk team is the face of the business, so you need to have the best who best represent you. Here are tips to help you find and hire the best staff for your business: l   Post an attractive ad. Be specific about the job requirements and what your business is all about. To help get the more serious candidates, include a list of responsibilities, qualifications, compensation, work schedule, and performance expectations. l   Be specific about the qualifications that you want like exceptional communication skills, a calm temperament, a people-person, strong negotiating skills, tech savvy, etc. l   Since the ad will also be an avenue to market your practice, being creative when describing the work environment can also help attract the right applicants for the job. UPbook specializes in hiring and training pe...

Searching for that top-rate front desk agent can be like searching for a needle in a haystack. There will surely be a lot of people who will respond to your ad and be mastering the art of the interview can help you pick out the best one for the job. Here are some tips that you may find useful during interviews: l   Have at least two interviews for each candidate, that is a one-on-one and one group session. The group interview will be an ideal venue to see how well a certain candidate interacts and blends with the team. l   Interviews can be nerve-wracking not only for the candidates but also for the one doing the interviews. When you do get the nerves, always remind yourself that this is an important step towards achieving a long and fruitful professional relationship. l   The atmosphere of interviews should be like conversations, not interrogations. l   UPbook also recommends asking questions that are straight, applicable, and experiential to h...

Front desk agents are often the first persons that are responsible for creating the best first impression on behalf of the business. Being tasked to greet guest and clients, agents should possess excellent communication skills. They should also be efficient at handling office duties. Upbook has created a training program that is geared towards honing people skills and enhancing the basic business skills of front desk agents. Since they will be attending to the needs and queries of different people from all walks of life, agents should be able to mix friendliness and professionals equally. People skills are very important not only when interacting with persons face to face, but also on the phone. Front desk agents should also learn basic business skills, like word processing and spreadsheet programs. Some business establishments may also require agents to learn specialized software and know how to operate the company’s telephone system. Upbook specializes in helping busi...

Front desk agents are often the first persons that people see when they walk in a business establishment or facility. Being the frontliners, agents must project a friendly and positive personality. People tend to be drawn to persons who are approachable and is quick to offer a smile of welcome. Guests want to feel welcome and be given importance. The willingness to help and coming up with results in a shorter span of time is valuable plus points for front desk agents. Whether a front desk agent is attending to guests or clients or answering the phone, these qualities are of optimum importance. Thus, UpBook endeavors to find and train the best front desk agents for your business.

Every day, front desk agent interact with people in person, by phone, or emails. Thus, having strong communication skills is of vital importance. They should also master the art of listening carefully and speaking clearly. Using slang, profanity, or coarse language is strictly prohibited especially in the workplace. If a company regularly serves clients of various nationalities, learning basic foreign language skills can go a long way in communicating effectively and makes agents a more valuable employee of the business. Technology savvy Basic computer skills like word processing and spreadsheet applications are a must for front desk agents. They should also be receptive to being taught how to use various office equipment and systems that ma include fax machines, copiers, or multi-line phone systems. Some companies may also have customized email or software applications that should be mastered by front desk agents. Up Book has created a training program that is geared t...

A friendly personality is one of the important traits of front desk agents. A smile coupled with a positive and cheerful disposition can often win over even the most gruff client. When faced with angry or disgruntled clients, remaining calm at all times is a virtue. Another important avenue that can contribute to creating a good impression is keeping and clean and organized workplace. The lobby or waiting area should have a welcoming atmosphere. Magazines, brochures, business cards should be readily available, considering that the front desk is often the first place to introduce the business to potential clients. When answering phones, being cheerful and respectful should come naturally for front desk agents. Clients will know if the person they are talking to is smiling over the phone. If you are attending to a customer but need to answer the phone, excuse yourself politely, and finish as fast as possible and always remember to apologize for the interruption. UP Book’s uniqu...

It’s easy to get bogged down in the day-to-day operations of your business, ultimately forgetting to ask yourself an important question: why are you doing what you’re doing? Of course, you’re in business to help as many of your clients as you can—you’re in business to make a difference! If you think you and your team could use a bit of a boost in this department, try filming a “We Believe” video. What is a “We Believe” Video? A “We Believe” video is just what it sounds like: a video of you and your staff members making statements about what you believe when it comes to your business. Make a short film proclaiming what you believe the ultimate goal of your business is; what you think you can achieve as a team; where you plan on being in five years; what you believe is the most important aspect of your service to your customers. Videos like these do more than boost morale (although they’re very good at that, too!). A “We Believe” video utilizes the incredible power of pers...

When it comes to training front desk agents, good service is always given prime emphasis. But what is the difference between good service and poor service? Majority of customers would have a similar answer-- that is, the attitude of the person who delivered the service. Why would anyone go back to doing business with an establishment when they receive poor service from the front desk agent? Indeed, the quality of the product or services offered by a business establishment won’t have a say when it comes to good customer service; instead, it is the behavior of the people with whom they are doing business and their customer experience. One important activity during the training of front desk agents is role-playing in which one assumes the role of a front desk agent with poor customer service skills and the other person as the customer. After the activity, let them share their perceptions and their inputs. Oftentimes, you need to put yourself in the shoes of the customer so yo...

In addition to sending automated follow-up emails after an appointment, there are other methods for helping to build customer loyalty after you’ve made a sale or provided your service to a client. In fact, these methods can often be included in those same follow-up emails! Newsletters and promotions are two great ways to keep your clients involved and build loyalty at the same time. Newsletters Newsletters are a great way for virtually any service-based business to connect with their existing clientele and also give prospective customers a window into the world of the establishment. They tend to bring a smile to your customer’s face—newsletters truly let the client feel as though they’re included in the daily goings-on at your business. Try including feel-good sections highlighting recent news stories about your business or recent successes; a get-to-know-you section about your newest team member; industry happenings and how your business will follow the trend… the possibili...

The ability to engage clients/customers is a very important responsibility of a front desk agent. This can go a long way in improving customer satisfaction and loyalty. Here are highly effective tips that UPBook constantly reminds front desk agents to help dramatically improve the delivery of quality service to consumers: Personalize the customer experience Each customer should be made to feel that they are the only customer by giving them a personalized experience based on their needs. Ask questions Learn to ask questions, opinions, feedback, or suggestions and be sure to acknowledge them, and ACT on them. You may not be able to do all of them but your acknowledgment speaks volumes about how each client is taken seriously. Be nice Being at the front desk means you will be meeting people of varying moods and temperament. An agent must be ready to meet each one with a ready smile and individual attention.