Receptionists serve as the company’s public face in many businesses. Every new customer, job candidate, employee, or third-party vendor will pass through or check-in with the receptionist. Therefore, employers are looking for someone responsible, courteous, and calm. Review the questions you’ll most likely be asked during the interview, examples of how to reply, and recommendations for creating the greatest first impression. Here, you’ll discover a list of commonly asked questions for receptionists, example responses, and advice on what to say during your interview.
1. Why Are You Interested In This Role?
I was inspired to apply for this position because I wanted to use my knowledge and talents. I aim to improve your company’s performance by using the abilities I learned at university and the experience I gathered in prior positions. While investigating your firm, I was impressed by the excellent service I saw in the reception area. I want to be a part of a team that helps clients achieve their goals. Finally, I am a person who enjoys gaining knowledge from others. I’m not afraid to admit that I’d want to learn more from your organization to improve my talents.
2. What Are The Roles Of A Receptionist?
As a receptionist, I have several responsibilities to do. These are some of them:
- Greeting, welcoming, orienting, and announcing guests at the front desk properly.
- Taking incoming calls, filtering them, and forwarding them
- Getting and sorting mail daily
- Directing visitors to the proper person and answering, filtering, and forwarding incoming phone calls in the office.
- Ensuring that the reception space is clean and well-organized, with all required stationery and materials (e.g., pens, forms, and brochures)
- Obtaining, sorting, and distributing daily mail and deliveries
- Following safety standards and regulating entry via the front desk to keep the office safe (monitor logbook, issue visitor badges)
3. What Do Receptionists Need To Be Successful?
There are certain attributes that I must possess as a receptionist to be successful in my position. I must have excellent communication skills to effectively engage with consumers and the public. In addition, I should be able to address difficulties on my own whenever they occur. I’m also required to have industry expertise, management abilities, and active listening skills as a receptionist. Finally, I am supposed to be as nice and orderly as possible. I feel that possessing all these qualities is what makes a receptionist effective.
4. What Major Challenges Did You Face During Your Last Role? How Did You Manage Them?
Due to high consumer expectations, customers may discover that the product does not provide enough value for their money. This was a problem that my former firm and I had in our early days. When a consumer does not believe you have reached their expectations, the receptionists are the first to be reprimanded and confronted. This issue might cause difficulties for receptionists who lack basic problem-solving abilities. However, I understood that it is beneficial to communicate with consumers and inform them of what to anticipate and what not to expect from the company’s product or services. This was, without a doubt, my most difficult obstacle, but one that I was able to overcome thanks to the consumer involvement program.
5. Describe Your Daily Routine As A Receptionist?
When I first arrived at the workplace, I would go through the assignments for the day and make a schedule of the most important activities I needed to do that day. After that, I’d meet with my support staff to inform them of the situation and answer emails and previous support requests. After that, I’d handle client onboarding calls. I’d be fielding calls from people with questions, concerns, and suggestions this time. Before taking a break for lunch, I would check in with customers to see whether their concerns had been addressed. I’ll manage customer support conversations across numerous channels after lunch. After that, I’d begin cleaning, organizing, and beautifying the workplace. After that, I’d have inter-departmental meetings and check-ups before stopping for the day.
6. Describe Briefly About Your Experience?
I worked as an intern at a supermarket after finishing my university degree. I met many senior people who taught me how to be a competent and professional receptionist. I was hired for a two-year contract after finishing the first year. My second job was in a bookshop, where I assisted customers in finding books and covered the cash register on occasion. I also worked part-time at a retail store throughout college, selling apparel. Then, as a receptionist at ABC Company, I interacted with clients, albeit I was not actively generating any sales in this position. I like connecting with clients and addressing their difficulties, whether locating the book they’re seeking or rescheduling a meeting with a senior executive. In other words, as a receptionist, I have a lot of experience in this industry. Because of this experience, I am certain that I will be able to use these essential abilities and expertise to work for your firm to improve customer satisfaction.
7. What Kind Of Strategies And Mindset Is Required For This Role?
Working for client success should always be at the back of my mind as a receptionist. As a result, put the consumer first. Customer satisfaction should always come first in all the tasks I have to do. Close connections, efficient communication, consumer advocacy, speedy issue solutions, and excellent assistance should be prioritized. When a consumer presents a problem, it should be addressed and resolved as soon as possible. The answer should be 100 percent correct. That type of thinking, I feel, is what we call success!
8. What Is The Biggest Challenge You Foresee In This Job?
As a receptionist, I perceive a problem in this field’s response sector. Because this sector has embraced technology and most consumers have shifted to online support tickets, rapid response has become a hurdle due to many customer concern tickets booked online. Customers are increasingly going online, and this trend is expected to continue as technology progresses. To manage many emails, tickets, and chats that we will receive in the future, we will need to use more advanced customer software and tools. The evolution of websites and electronic payment methods has significantly influenced online purchasing.
9. How Do You Stay Motivated At Work?
Nothing inspires me more as a receptionist than exceeding my clients’ expectations. Whenever a client problem develops, I do my best to resolve it in the quickest period feasible while ensuring that the solution benefits all sides, resulting in a win-win scenario. My motivation is to solve the issue. That helps me realize how valuable my tactics and talents are in this job. That is the driving force behind my career. Taking care of my customers’ problems and exceeding their expectations.
10. Describe A Time You Failed In This Role And The Lesson You Learned?
We all know that errors are inevitable. We also learn from our errors. Customers inquiring about product specifics put a lot of strain on me as a receptionist in my previous job. Thousands of emails would flood in, and several internet support service requests. This was too much for us. Customers have complained about the support team’s late answers on occasion. We were, however, able to resolve the issue. All the information regarding the items we sold had to be updated. Many clients could get the information they wanted without emailing or calling customer service. We’ve been receiving a lot of emails lately asking for follow-ups.
11. Why Do You Feel You Are Qualified For This Role?
Despite my academic credentials, I believe that this position requires someone with enough experience in a company-customer contact. I believe I am the individual you want, having worked at a busy institution with a high level of client interaction. Furthermore, the tactics I gained in my prior work will aid in the improvement of this area in your organization. I am certain that you will see this as a benefit to both myself and the firm.
12. Share With Us Your Greatest Achievement
A client would grade your service after attending them in my last job. This would increase or decrease the number of performance points you received at the end of the year. There might be an award given to the staff with the most favorable ratings. That may be the year’s best employee. During my four years at that company, I have won this award three times. That means it’s just been a year since I didn’t get this honor. Yes. That was, after all, my first year on the job. In addition, a trophy for the staff of the year title may be awarded.
13. In A Secretarial Or Receptionist Job, How Do You See Yourself Progressing?
I envision myself progressing in this job for a few years before going to a management position. I’ve always loved interacting with people and assisting them. Therefore, I believe I’d enjoy becoming a manager and assisting my team in achieving their goals. I also believe that working on more complex projects and enabling me to use my problem-solving abilities would be beneficial to me.
14. What Steps Might You Take To Enhance Your Receptionist Abilities?
As a receptionist, I’m constantly looking for new ways to improve. I’d begin by looking into the most up-to-date software that may assist me in doing my work more effectively. I’d also solicit suggestions from my colleagues on enhancing my receptionist abilities. I’m constantly looking for new methods to enhance my communication and problem-solving abilities.
15. In Your Previous Workplace, How Many People Worked?
There were five workers in my previous office. We began to feel like a family since the group was small enough. Everyone in the billing department knew Martha required two cups of coffee before asking complex inquiries. On the other hand, my workplace was rather substantial before that—60 people. In both places, I felt at ease. However, the first month in the enormous office was a little tough. Besides, I had to figure out who did what and where to route calls with so many possibilities.
16. Tell Me About A Moment When You Went Beyond In Your Work.
Several staff, including the CEO’s personal assistant, could not arrive at work because of a particularly harsh winter storm. Fortunately, I was acquainted enough with what she had been doing for him that filling in for her was very simple. It increased my job, and I worked far longer hours than usual. Still, it allowed our CEO to keep working at his typical pace and remain on track with his timetable. When his assistant returned a week later, she was delighted to see that she didn’t have a mound of work. In addition, our CEO tucked a gift card for a meal at my favorite restaurant into my desk as a token of his appreciation for the extra work I did without complaining.
17. What Impact Does A Receptionist Have On A Customer’s Initial Impression Of A Business?
When visiting the office or contacting the phone, the receptionist is often the first person someone from outside the firm contacts. This implies that the receptionist has the chance to generate a positive or negative first impression. Every time I meet someone, I keep this in mind and try to be cheerful and interested in them and their purpose for contacting the firm. I see myself as the company’s ambassador and the first person. They can influence a sale or a favorable response to what we do.
Customers’ first impressions of a receptionist might be pleasant or bad. Because I’m one of the first people clients encounter, a difficult or bad contact may drastically tarnish their impression of the brand or their whole experience. It reminds me of when you go into a restaurant and are greeted by the host. If they seem agitated or harsh, your meal may not taste as good later. I often say hi with a smile and ensure they know they have my undivided attention.
18. Can You Tell Me About A Moment When You Had To Deal With An Angry Client Or Visitor, Whether On The Phone Or In Person?
Unfortunately, being a receptionist requires dealing with individuals who are furious about something. To solve this, I devised a system that seems to be effective. In my previous position, a client contacted me to express their dissatisfaction with the delay in their purchase. Even though it was not my responsibility, I realized I needed to calm the client and assist them in resolving the problem. I listened intently to their complaint and inquired about their purchase in detail. I then assured them I’d check with the shipping department and get back to them as soon as I found out anything. This became my priority, and I put everything else on hold. I obtained a tracking number from the shipping department and gave it to the client. Due to the late delivery, I also convinced the sales team to accept a 10% price cut. The consumer was happy with this. They expressed their gratitude for my efforts and made a second order with the firm.
19. What Did You Do At Your Last Company To Increase Revenues, Reduce Costs, Or Save Time?
Whenever I start a new job, I seek methods to streamline procedures, cut down on time to complete a task, or help the organization create more cash. I can usually achieve one or more of these goals as a receptionist. In my former position, I assisted in creating a company-wide calendar where each employee could submit their weekly schedule. This allowed me to be prepared for any guests planned to come in that day. I had their name tag ready and had filled part of the information on the sign-in page for them when they came. When they came, I also knew where the employee they were meeting was. This cut the time required to check a guest in and guaranteed that they were welcomed within minutes of arriving. Visitors often remarked on this, and it improved their perception of the firm, our staff, and the goods and services we provided, according to the comments I got.
20. Can You Tell Me About A Period When You Were Overworked And How You Dealt With It?
It wasn’t uncommon for us to be overworked on Fridays just before the conclusion of the workday at my previous employment. Still, on one Friday, we were not only overworked but also during a major office redesign and conducting recruit interviews. In addition to answering phones and performing my regular job, I was also responsible for coordinating construction workers who were moving furniture from one location to another and ensuring that interview candidates were properly checked in. I maintained a cool and controlled demeanor and carefully prioritized my work. Because I’m a list maker, the quickest way to keep organized when things become busy is to jot down everything. That way, nothing gets lost in the whirlwind. I was able to deal with everything that happened that wild Friday afternoon by being calm and structured.
21. Can You Recall A Moment When You Had To Deal With Someone On The Phone Who Was Agitated?
One day, I received a call from someone who was clearly agitated. They insisted on speaking personally with our CEO. The key to remember when dealing with people like this is to never take their rage personally or let it influence how you interact. I was courteous and firm in informing them that he was unavailable but that I would gladly forward their message to him. He calmed down after remaining cool and listening to his issue.
22. How Can You React If You Walk Into The Workplace And Witness Two Coworkers Arguing?
When I witness two colleagues fighting, the first thing I do is double-check that everyone else in the workplace is safe. Then, for privacy’s sake, I’d invite both workers into my office and explain that I’m there to assist them in resolving their disagreement. I’d listen to all sides of the debate and attempt to assist them in reaching an agreement. If they can’t agree, I’d suggest they take a few minutes to consider their compromise before meeting again.
23. How Do You Deal With Constructive Criticism?
I appreciate direct input, no matter how discouraging. I like getting comments on my work from others, even coworkers since it allows me to develop. When someone expresses dissatisfaction with my customer service, I generally ask them to elaborate so that I may make the necessary changes. I also expressed gratitude for their comments and assured them that the next time would be better. I’ve improved in my work because I appreciate constructive criticism and feedback.
24. Have You Ever Been Asked For A Refund By A Caller?
A caller once sought a refund because a phone she had purchased the day before had fallen, and the screen had broken. He was persuaded that since the phone had a guarantee and the screen was a component of the phone, he was entitled to her money back. I apologized for her bad luck and kindly informed her that any damage caused by the owner, whether deliberate or not, was not covered. After a series of inquiries, he grasped the situation, and I gave him advice on preventing it from occurring again.
25. Have You Ever Worked With A Colleague To Solve A Help Desk Problem?
Yes. Quite a few occasions. If I don’t know how to help the caller, I normally direct them to the appropriate department or expert. A caller once technically inquired about his laptop. I mostly dealt with inquiries concerning blue screens and computers that wouldn’t start, so I couldn’t provide the proper solution. I connected him with the appropriate technician, who was able to assist him. Instead of gambling and delivering incorrect information, I want to link them to the proper individuals.
Conclusion
Although a receptionist role is considered entry-level, it may also serve as a stepping stone to higher positions within a company. A person who is confident and self-assured will attract a potential employer. When customers or patients enter the office for the first time, you will most likely be the first person they meet. Make the finest possible first impression. Take the effort to dress up for your interview and have a stellar résumé. If you obtain the job, you’ll be on the front lines. Therefore, you need to project a professional image to the company.
