They are both on the stage.
I am doing loads of training nowadays on something called Exceptional Customer Care. Most of the participants are receptionists who work on the front line of healthcare. These folks are giving the first impression either on the telephone or face to face to the patient attending the surgery.
I am always impressed with their modesty about their crucial role in the grand scheme of things in a doctors surgery.
I tell them that the customer’s experience of the visit to the surgery will probably be influenced as much by the interaction with the receptionist as it will be by the consultation with the doctor or the nurse.
I tell them they are, in my opinion, not ‘Receptionists’ – I tell them they are Customer Service Professionals.
I tell them they are like actors on the stage – always under the spotlight – there is nowhere to hide.
The great Shakespearian actors who play the lead role for many years have to turn up night after night and deliver their performance as if it were their first. The actor may be delivering the role for the 500th time. For most of the audience it will be their first experience of this particular actor, in this particular role, in this particular play.
Receptionists have the same responsibility in my opinion. They have to deal with each customer as if it were their first.
Patients who may have emotionally struggled to pick up the telephone and make that call because they may be worried or stressed about the health problem they have.
A receptionist may have had to deal with 50 or more different customers each day and the 51st person may be coming to see a doctor for the first time in their life - they may be worried sick. The receptionist is in a key place to reassure the customer.
Once more on my Blog I am delighted to thank all the brilliant receptionists doing such a terrific job as customer service professionals. I am proud to work with you.
Your audience awaits on Monday morning …….