Meet the expert Jane Stewart

The customer isn’t always right. They’re not always kept satisfied. They’re certainly not always filled with fun!

None of this matters, of course. Whether you work in customer service, sales or a contact centre, the customer may not be many things but they are always your number one priority.

In some roles this means working behind the scenes to make them happy: think sales advisor, telesales pro or technical support worker.

In other roles, however, it means being forward and centre, right there in the big, bright spotlight.

One such position is that of the receptionist. Whether it’s for a company, a hotel, a GP’s surgery or a university, there can be few other jobs where being on the front line leaves you so open to customers and clients.

Thankfully, for Jane Stewart, there is one thing above all else that makes working in customer service so immensely satisfying: meeting people.

“Getting to introduce myself and chat to new people every day is what makes every day so different,” she says. “I believe it doesn’t matter what you do for a living: variety really is the spice of life!”

Jane, who is 40 and works as a receptionist for a major accountancy firm in Glasgow, adds: “Because every client is different and has different needs you must understand the business inside out and get to know the company’s personnel. That’s how you’ll make your best decisions and ensure happiness all round.”

As with so many customer service jobs, it’s been possible for Jane to transport her skills from a previous role to her current position. And her previous role was at the highest level.

“I worked as a cabin crew member for Emirates and working in the airline industry definitely prepared me for dealing with clients. It instilled in me the importance of always having a welcoming manner in a customer-facing role.

“It taught me how to interact with people in a constructive way – no matter if they’re happy and contented or have concerns.

“Cruising at Mach ‎0.85 at 43,000 feet is definitely what you might call a pressurised environment – literally and mentally – so it’s important to stay calm and focused at all times! That’s true wherever you are.”

Today, Jane’s location might be much more down to earth but her role is just as demanding. Her daily duties include answering clients’ telephone calls, as well as assisting clients who visit the office. However, there’s more to the job than the traditional ‘meeting and greeting’.

Many receptionists double up as administrators, keeping on top of everything from the paperwork to arranging staff travel arrangements to planning the Christmas party.

“My typical working day will revolve around assisting managers and partners with secretarial and admin duties, such as printing, storing accounts, dealing with client mail and document filing,” explains Jane.

“It can involve organising our meeting rooms so they’re ready to host consultations with visiting clients. This can also mean arranging any lunches that might be required.

“There may be seminars taking place, too, and so the paperwork and the presentation equipment must all be in place and ready to go.”

Do all of this well and you’ll get great feedback, not only from the clients themselves but the company’s senior management, which is perhaps the most rewarding part of the job.

“Nothing beats that feeling of knowing you’re doing a good job and keeping the company’s clients happy,” says Jane.

Anyone who has worked in the realms of sales, customer service or call and contact centres will, however, instantly empathise with Jane’s biggest challenge: dealing with unhappy clients!

“It doesn’t happen very often,” says Jane, laughing, “after all we’re very professional and customer-oriented here – but when it does the trick is to take a deep breath, smile, explain the situation and assist them as best you can.

“And my number one tip for handling unhappy clients? Don’t ever take it personally!”

Jane points out that, although there’s no requirement for formal qualifications, the role of receptionist does involve a level of on-the-job training. Mostly this will focus on using communications tech and computer software.

“You need some basic admin skills and being software savvy – such as having Windows Office knowledge – is helpful,” says Jane. “But I’d say good organisational skills and the ability to communicate well with people are the top two must-haves.”

If you’re looking to build your own career – or simply trying on for size any of the roles in the customer service, call & contact centre and sales sectors on jobs24.com, Jane has some final words of wisdom.

“You can brush up on your basic admin. Your communication skills will grow naturally when dealing with the public. But my number one top tip is: concentrate on building your confidence and believe in your own talents.”

If meeting Jane has inspired you to explore new career opportunities, why not let jobs24.com guide you through the latest vacancies in customer service, sales and call & contact centres?

Posted on September 16, 2019