Retaining customers from the first encounter
Being the first person that customers encounter is a very important job and Dollina Nelumbu, the receptionist at Sat-Com, does not take this for granted. She listens attentively to all customer queries and needs and ensures that if they have to wait, they do so comfortably by offering them some refreshments. She loves meeting new customers every day because they always have something new to teach her.
Although she is fairly new in the job, having started in July, Nelumbu has wormed her way into the hearts of Sat-Com customers with her friendly and loving personality. Some of her best attributes are that she communicates effectively with customers as well as her colleagues and is great at multi-tasking.
“I love when I hear that we are doing well with some of our military products and knowing that our company is the only one that produces military products within the country,” says Nelumbu, who treasures hearing feedback from the customers.
Nelumbu is efficient, keen to learn and always ready to take on a new task. She holds a certificate in travel, tourism and hospitality from the International University of Management (IUM).
Nelumbu’s duties include managing the security logbooks filled in by visitors at reception. She also answers the company’s phone and deals with customer queries. When time allows, Nelumbu enjoys assisting her colleagues wherever they need an extra hand.
Sharing a joke with walk-in customers lifts Nelumbu’s spirits and helps to dissipate any work-related stress. She often discusses the company rules with customers and informs them about the products in the display cabinet. Before they leave, Nelumbu asks the customers how their experience was and invites them to visit again.
Being a good receptionist is more than just taking phone calls and answering questions; it is instilling confidence in the customers that the company has the capability of meeting their needs - and that is exactly what Nelumbu does.