SOP FOR A RECEPTIONIST

Phone calls: The receptionist must take the calls by greeting “Good Morning STONARTS.D”. If

the caller wants to talk to the material consultant then the receptionist must ask (1) The purpose

of the call. Then the receptionist must ask the following details mentioned (2) Name of the Caller

(3)Phone number of the caller (4) Purpose of making the call. The receptionist must be a judge to

understand if the particular call is important or not and accordingly must decide if the call can be

given to the material consultant or not,

NOTE: The receptionist primary criteria must be to try and save the time of the material

consultant, so the receptionist must attend to the question and answer the client by herself. Then

she must not trouble the material consultant by forwarding the clients call to the material

consultant. FOR EXAMPLE, if the caller is a client who has already picked up the materials

from Stonarts.D and if the client wants to know as to when would the delivery of his material be

done, in such a case the phone call should not be transferred to the material consultant, here the

receptionist herself can find out the details and get back to the client to get to the client the

receptionist must first request the client that she would herself let the client know about the status

of the materials delivery, that is if the material is ready or not or when would it be ready to

delivery.

NOTE: Once the receptionist take the clients call, she must ensure to write the client’s details on

the call log register book so that there would be a proper record of enquiry made if the

receptionist has forgotten to get back to the client. Once the client has told the receptionist about

his enquiry to know when his material would be ready then the receptionist must ask the client to

grant her 24-48 hours time. If the client tells the receptionist that he cannot give the receptionist

24-48 hours then the receptionist must make the client understand that the mines and the

processing units are in remote location where communication is poor so to get back to them it

takes a day or two’s time and once the time is taken from the client the receptionist must try to

get back to the client as early as she can, the receptionist must act VERY QUICK on such an

enquiry and take this work as a top priority.

NOTE: The receptionist must maintain a separate book where she can write/maintain a record of

the clients who have asked about their materials. The receptionist must immediately contact the

Delivery Manager and ask the Delivery Manager the date and time of the delivery. Once the

Delivery Manager gives the date of delivery, the receptionist must ask the delivery manager to

sign on the following date as an evidence of supplying the materials on the date specified to her

accordingly the receptionist must communicate with the client and inform the particular date of

supply as claimed by the Delivery Manager. (This information must be given to the client

immediately, if possible within an hour from the time the client has made the call). If in case the

Delivery Manager is busy and is collecting balance payment from the client, it might not be

possible for the Delivery Manager to let the receptionist know about the delivery date, then the

receptionist must give a gap of 30 minutes and call the Delivery Manager again and check with

him the delivery date of that particular material. Similarly the receptionist must keep calling the

Delivery Manager repeatedly once every half an hour so that the Delivery Manager finds time of

the delivery date and lets the receptionist know about the same.

NOTE: Once the receptionist knows about the delivery time line she must keep following up

with the Delivery Manager on behalf of the client and shall keep updating the client by letting

the client know as to when the delivery could happen. For Instance, if the day left of delivery are

only 15 then the receptionist must contact Delivery Manager in every 2 days time and check for

the delivery date being the same. If in case the Delivery Manager changes the date of delivery

then the receptionist must pressurise the Delivery Manager in order to maintain the dame Date of

Delivery and not accept the delivery date later than the date given earlier by the delivery

department.

NOTE: Here the receptionist must act as a representative of the client and must pressurise the

Delivery Manager to give the delivery on the day told by the Delivery Manager earlier. Then

making sure that the receptionist must not provide any inconvenience to the client at any given

point of time. If the time left of the delivery is only 7 days then the receptionist must follow up

with the Delivery Manager every day and make sure the materials are ready. Once the materials

are ready the receptionist must contact the client and request the client to make the balance

payment in order to release the goods from the ware house.

NOTE: The receptionist must go through the payment conditions mentioned in the Terms and

Conditions sheet. For Instance, the receptionist must check with the client the mode of payment.

IF the client is making the payment by cheque then the receptionist must request the client to

wait for at least 3 days time in order to have the cheque realised, because for the cheque to

realise and for the money to come into our bank account it takes 3 days time. Only once the

cheque is realised the client can take the materials from our ware house.

SPECIAL NOTE: The receptionist must thoroughly/in detail read and understand the SOP of

Delivery Manager and Delivery Assistant (All Delivery Department SOP’s). In order to

communicate with the client efficiently, but at the same time the correspondence of the

receptionist ends here only where the receptionist gives the status to the client.