Kings County Front Desk Security. Four C’s. Courteous Confidence Competence Control. Image. Courteous Give complete attention to client Clients’ comments, questions, concerns and objections are welcomed and addressed with clear, direct, accurate and timely responses
Write down as much as you can
Listen for the 5 Ws
To avoid being conned out of information…
Sam worked with you for 12 years, but he was terminated last week for viewing inappropriate material on the internet. Today he storms into the office, pounds on the desk and demands to see the supervisor. When you tell him that the supervisor is out for the day, Sam kicks over a garbage can and rants and raves that the County ruined his life. You have other guests in the lobby area. What should you do and say to Sam?
When you return from lunch, you see an unfamiliar person standing near the front entrance of your office building. You approach the door and ask the visitor, “Can I help you?” The visitor says, “No, that’s okay.” What should you do or say now?
Watch for These Sticky Situations
“A locked door is a pain in the neck, but an unlocked door is an invitation.”
- The Last Great Bank Robber
If you can limit access with locked doors do it.
The person at your desk is impatiently waiting for your attention. You have one call on hold and are speaking on another line. Another visitor, the “slipper”, whisks by your station and starts going down the hall. The slipper is clearly trying to avoid you and any control you might exercise. What should you do?
An unsolicited visitor walks into your office and asks to use the restroom. You tell her there is no public facility available. She says, “What? Are you telling me there is no restroom in this building?!” She wants to speak with your supervisor. What can you say to the demanding unsolicited visitor?
After a visitor signs in, you alert your coworker to her presence. Your coworker says she will be there in a few minutes. Fifteen minutes goes by, but your coworker does not arrive. You see the visitor checking her watch, sighing, and glaring at you. Although you do not want to hound your coworker, you feel the need to do something before the visitor becomes angry. What can you say to your coworker? What can you say to the visitor?