First Impressions Assistant: Module 3
How to: Front Desk
Sections in this module:
Signing in
The Phone
Job Seeker Services
Referring a Customer
1. Signing in
When signing in a customer, there are three things that need to happen:
Greet the customer warmly and ask how you may help them. Listen to the customer so you know who to refer them to.
The customer needs to be signed in using the form available on the Front Desk Links website. If it is busy, you can have the customer fill out a paper sign-in slip so the line can continue moving. Remember that customers with appointments or seeking to speak to unemployment should be signed in as soon as possible.
When signing them in, be sure to ask, “Have you served in the military?”
Veterans have priority of service at KCC. So, if there is a line of job-seekers waiting to see a Wagner-Peyser staff member, the veteran would bumped to the beginning of the line. This doesn’t apply to unemployment, however.
Do NOT ask, “Are you a veteran?” Some veterans don’t identify with that word.
The exception to being signed in is if the customer is here for orientation. There is a separate attendance sheet that Rudi enters. For those attendees, simply show them to the Covington Room.
Customers will frequently think they have some kind of appointment. If it’s for 10AM on a Tuesday, there’s a good chance that they’ve been scheduled for orientation.
During or after the customer has filled out the paper slip/been signed in, they need to complete the Anonymous Demographics Survey on one of the front desk iPads. Do not read the questions for them out loud.
If the customer doesn’t want to take the survey, simply scroll to the bottom and click ‘submit’, leaving the survey blank.
Lose the sign-in page or demographic survey?
All sign-in sheets and surveys can be found at nkcareercenter.org/survey!
How do I determine the “purpose”?
The best way to pick the right “purpose” is to listen to the customer and ask follow-up questions if you’re unsure.
For example, after asking “How May I Help You?” you can ask clarifying questions like:
“Did you have an appointment?”
“What were you hoping to work on today?”
Not sure which one to pick? Certain questions, like “Interested in services” are designed to route you to the right option.
The only “right” answers to this question are in the following situations:
If someone needs to speak to an unemployment specialist
You MUST choose ‘Unemployment’ and ‘Refer to Unemployment Specialist’.
If you don’t do this, the form won’t send the customer’s information to the Unemployment Walk-ins List.
If you are inputting attendance from Group Events/Meetings
You MUST choose ‘Event/Use Facilities/Group Meeting’.
If someone is here for orientation: do NOT sign them in.