The front desk executive of the office is the image builder of the organization and the services provided by that organization. They are the face of the organization as it is rightly said first impression is the last impression so is the case with the front desk executive. The way they handle the customers plays a vital role in building the credibility and image of the organization in the minds of the customers.
Here the role played by the receptionist as a front desk executive played a crucial role in handling the situation of double booking. She did her best to deal with the condition of double booking and tried to sort out the matter at her end. When both the customers refused to her request of shifting their service date and told her that they are approaching the service centre she calmly welcomed them (Sureshchandar,2002). She did not show any customer annoyance of any kind instead she welcomed them to the service centre. Her role as a receptionist was remarkable as she handled the customers well and built a positive image of the company in the minds of the customers. As a responsible staff she immediately informed this situation to her senior manager so that he can take a timely decision.
The role of front line staff is to provide the customers with satisfaction for the services provided to them that creates the sense of loyalty within them. Thus the role of the receptionist was crucial as she was the one who came in contact to the customer for the first time .The front line staff is plays an important role in the customer satisfaction and revenue generation and this they do by the ways they interact with customers (Bettencourt, 2001). Customer service is about the ways in which people relate and fulfil each other’s need while caring for each other. The value of an organization is well communicated through the personal touch provided by the front line staff to the customers. The effectiveness of the organization is based on the kind of the front line executives it has as for the customer they are the organization as they are the ones who transacts with them for the first time.