Three Roles, One Promise
Remember the three roles and the promise to notice, own, and anticipate the next helpful step.
At-the-desk guidance
Need it now.
Find the situation. Use the words. Take the next step.
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Memory songs
All eight songs, ready when you need them.
Listen here for a quick refresher, or open the matching lesson to practice the full standard.
You Are Seen
Keep the arrival sequence close: see, welcome, clarify, and own the next step.
Every Call, Every Time
Review the five phone moves: welcome, understand, protect, connect, and close.
Carry It Forward
Make complete handoffs while protecting private information and client trust.
The Calm They Feel
Move through opening, coverage, mail, packages, room checks, and closing with calm.
Listen First
Practice the five LEARN moves and know when to bring in your Manager.
Expected, Not Passed Along
Recognize interest and prepare a warm handoff without trying to sell.
The Next Try Stronger
Bring real examples, ask for specific feedback, and choose the next behavior to practice.
01 · Service recoveryPinned guide
Handle it solo or bring in your Manager?
When to use thisSomething went wrong, and you need to decide whether to handle it or call your Manager.
| Situation | Handle |
|---|---|
| Room not set up correctly | Solo |
| AV equipment malfunction | Solo |
| Guest arrived, no meeting on file | Solo |
| Package misdirected | Solo |
| Billing dispute or invoice question | Manager |
| Client requesting a credit or refund | Manager |
| Highly upset or escalating client | Manager |
| Service failure during an active meeting | Both — you act, Manager follows |
02 · Phone languagePinned guide
Words that protect the welcome
When to use thisYou know what to do on a call but need the exact words.
| Instead of | Say |
|---|---|
| “Hold please” | “May I place you on hold for one moment?” |
| “What’s your name?” | “May I please have your name?” |
| “What’s this about?” | “May I ask the purpose of your call?” |
| “She’s not in” / “No one is in the office” | “I do apologize — she isn’t available at the moment. May I take a message, or would you prefer voicemail?” |
| “He’ll call back ASAP” | “Mr. [Name] will return your call as soon as he is able.” |
| “Yeah” / “Sure” / “One sec” | “Yes, certainly.” / “Of course.” / “One moment, please.” |
03 · Phone quick referencePinned guide
Every Call, Every Time
When to use thisYou need the five phone steps and example language beside you at the desk.
04 · GlossaryPinned guide
Office Edge terms
When to use thisAn abbreviation or workplace term is unfamiliar.
- DID
- Direct Inward Dial — a client’s direct phone number.
- Pull
- Retrieving a call from hold or a queue so you can answer it.
- Call Log
- A record of calls received and handled for a client.
- RCF
- Remote Call Forwarding — routing a phone number to another destination.
- Port
- Moving a phone number between carriers.
- EVO
- Office Edge’s proprietary client-management and call-handling system.
- PIN Code
- A personal identification number used by clients for copier or printer access.
- OOO
- Out of Office.
- OOT
- Out of Town.
- UFN
- Until Further Notice.
- VM
- Voicemail.
- RR
- Remote Receptionist — a team member who answers and handles calls for a client.
- Staff Assisted
- A service requiring direct team-member involvement rather than self-service.
- Dedicated Client
- A client occupying a private executive-suite office.
- Virtual Client
- A client who uses Office Edge services without a dedicated physical office.
- Executive Suite
- A private office leased within the shared Office Edge workplace.
- AH Access
- After-Hours Access — client access to the suite outside business hours.
- Primary
- The main contact responsible for a client, account, or decision.
- Backup
- The person who covers when the primary contact is unavailable.
- Billing Cut-off
- The monthly deadline when charges are finalized for invoicing.
- FOB
- A key fob used for after-hours building and suite access.
- Invoice
- A bill sent to a client for services rendered.
- Statement
- A summary of account activity over a billing period.
- Set Up
- The configuration of a new client’s account, phone lines, and services.
05 · Welcome standard
Three Roles, One Promise
When to use thisYou need the module’s one-page standard beside you at the desk.
06 · Arrival standard
You Are Seen
When to use thisYou need the module’s one-page standard beside you at the desk.
07 · Handoff standard
Trust Travels Through the Handoff
When to use thisYou need the module’s one-page standard beside you at the desk.
08 · Daily rhythm
The Checklist Creates Calm
When to use thisYou need the module’s one-page standard beside you at the desk.
09 · Service recovery
The Recovery Is the Service
When to use thisYou need the module’s one-page standard beside you at the desk.
10 · Prospect handoff
Expected, Not Passed Along
When to use thisYou need the module’s one-page standard beside you at the desk.
11 · Practicum
Bring Examples, Not Memorized Lines
When to use thisYou need the module’s one-page standard beside you at the desk.
12 · Choose your role
Which role leads right now?
When to use thisYou need to decide which of your three roles comes first.
What the roles look like
Reception Professional
A visitor arrives for a client. “Good morning. Welcome to Office Edge. Who are you meeting with today?”
Business Support Specialist
A client needs copying, shipping, scheduling, or document help. “I’d be happy to help. When do you need it completed?”
Brand Ambassador
You notice that reception needs attention. Straighten it now so the next arrival enters a polished, professional space.
Then do this
- Name the need in front of you.
- Choose the role that should lead.
- Stay responsible until the person is connected or the work is complete.
Instead of
Waiting to be asked when the helpful next step is already clear
Do this
Name the helpful next step and take it.
If something changes
One situation may need more than one role. Start with the most urgent need, then finish the rest.
13 · Visitor arrival
When someone walks in
When to use thisA client or guest enters, even while you are finishing a call.
Say this“Good morning. Welcome to Office Edge. How may I assist you today?”
Then do this
- Make eye contact and offer a natural smile immediately.
- Greet the person by name whenever possible.
- Listen for the full need, provide the next step, and remain responsible for the welcome.
Instead of
Guessing a visitor’s role or purpose from appearance
Do this
Welcome the person, then ask how you can help.
If something changes
If you are on a call, acknowledge the arrival with eye contact, a smile, and a clear signal that you will be right with them.
14 · Answer a client call
The standard greeting
When to use thisYou are answering a call for a client company.
Say this“Good [morning/afternoon], [Client Company Name]. This is [Your Name] — how may I assist you?”
Then do this
- Smile before you answer.
- Use the client company name—not Office Edge.
- Identify yourself, speak clearly, and invite the caller’s need.
Instead of
Rushing the company name or sounding like a recording
Do this
Pause after the company name and speak at a natural pace.
If something changes
Before transferring, open the client’s EVO screen and read the current instructions. Never rely on memory.
Hear the greeting
0:18Read the audio text
A strong greeting has a simple structure: time of day, client company, your name, and an offer to help. Here is a fictional example. Good morning. Baxter Legal. This is Maya. How may I assist you?
15 · Understand the call
Screen a call
When to use thisYou need to learn enough before transferring the call, taking a message, or offering other help.
Say this“May I please have your name? And the name of your company? May I please ask the purpose of your call?”
Then do this
- Let the caller finish each answer.
- Confirm names or details you did not hear clearly.
- Carry the information forward so the caller does not have to repeat it.
Instead of
“Who is this?”
Do this
“May I please have your name? And the name of your company?”
If something changes
Follow the client’s current EVO instructions for screening and call handling.
Hear the screening language
0:20Read the audio text
Screening is not a barrier. It is how you understand the request well enough to help. Gather the caller’s name, company, and purpose in a courteous sequence. May I please have your name? And the name of your company? May I ask the purpose of your call?
16 · Place a caller on hold
Ask before holding
When to use thisYou need to check availability or answer another line.
Say this“May I place you on hold for one moment while I check on [Name]’s availability?”
Then do this
- Ask permission.
- Wait for the caller’s answer before pressing hold.
- Return promptly, thank the caller for waiting, and give a useful next step.
Instead of
“Hold please.”
Do this
“May I place you on hold for one moment while I check on [Name]’s availability?”
If something changes
If the client is unavailable, follow the client’s instructions and offer to take a message or connect the caller to voicemail.
Hear a respectful hold
0:21Read the audio text
If you need time to check availability or answer another line, ask before placing the caller on hold. You might say, May I place you on hold for one moment while I check on Jordan’s availability? Then wait for the answer. That brief permission keeps the caller involved instead of making them feel discarded.
17 · Connect the call
Announce a transfer
When to use thisYou have screened the caller and are ready to connect the call.
Say this“I have [Caller Name] from [Company] for you — may I put them through?”
Then do this
- Tell the caller what you are going to do.
- Brief the client privately with the caller’s name, company, and purpose.
- Wait for the client’s confirmation before completing the transfer.
Instead of
Transferring without warning
Do this
Tell the caller, brief the client privately, and wait for confirmation.
If something changes
If the client does not accept the call, return to the caller and offer a message or voicemail according to the client’s instructions.
Hear an announced transfer
0:22Read the audio text
A good transfer should never surprise either person. First, tell the caller what you are doing. Then contact the client privately and provide the useful context you already gathered. A fictional example would be, I have Jordan from Northstar for you. May I put them through?
18 · Protect privacy
When the client is unavailable
When to use thisThe client cannot take the call, and you need to offer a message or voicemail.
Say this“I do apologize — [Mr./Ms. Name] is not available at the moment. May I take a message, or would you prefer voicemail?”
Then do this
- Keep the client’s schedule private.
- Offer live assistance before voicemail.
- Follow the client’s message instructions and document the outcome.
Instead of
Sharing where the client is or why they are unavailable
Do this
“I do apologize — [Mr./Ms. Name] is not available at the moment. May I take a message, or would you prefer voicemail?”
If something changes
For an Office Edge client asking for a Manager, offer to assist first and follow the approved Manager-notification procedure.
Hear the privacy boundary
0:23Read the audio text
19 · Several lines ringing
Manage multiple calls
When to use thisAnother line rings while you are already helping a caller.
Say this“May I place you on hold for one moment while I answer another line?”
Then do this
- Briefly screen the first caller and ask permission to hold.
- Answer and briefly screen the next caller before asking permission to hold.
- Finish the call you can resolve fastest.
- Return to the other callers in order and thank each one for waiting.
Instead of
Dropping one caller to make the next phone stop ringing
Do this
Screen briefly, ask permission to hold, and wait for the answer.
If something changes
Repeat the same sequence for each new line: greet, identify, screen briefly, ask permission, and wait for the answer.
Hear the example
0:29Read the audio text
Picture this fictional situation. You are confirming one caller’s purpose when a second line rings. The standard is not to drop the first caller or ignore the second. Briefly complete the screen, ask the first caller for permission to hold, and then answer the next line. Bring that sequence to the decision practice now. Calm is not moving slowly. Calm is knowing what comes next.
20 · Service recovery
When a client is frustrated
When to use thisA client is upset, reports a mistake, or says the service fell short.
Listen
Let the client finish completely. Listen without interrupting, explaining, or defending—even with good intentions. Take notes while they talk.
Empathize
Acknowledge the impact before you say anything else. Empathy isn’t agreement, and it isn’t admitting fault.
“I completely understand how frustrating this must be.”
Apologize
Keep the apology genuine, brief, and specific.
“I sincerely apologize. This should not have happened, and I’ll make it right.”
Instead of
“I’m sorry you feel that way.”
Say this
“I’m sorry this happened. I understand the impact it had.”
Instead of
“I apologize, but…”
Say this
“I sincerely apologize. This should not have happened, and I’ll make it right.”
Resolve
Name the action you’ll take and when the client will hear from you. Instead of “I’ll look into it,” say, “I’ll take this action now and update you by [time].” Bring in your Manager right away when the next step is beyond your role.
Notify & follow up
Check back with the client yourself. Stay with the issue until the client confirms the next step is complete. Write down what happened and tell your Manager so the team can prevent a repeat.
Instead of
“That’s not my fault,” “That’s our policy,” “Calm down,” or “I’ll try.”
Do this
Use the LEARN steps above. Name the action you can take now, or bring in your Manager.
If something changes
When a Manager is needed: “I want to make sure this is handled correctly. I am bringing in my Manager right now so we can resolve this for you immediately.” Brief the Manager privately so the client does not repeat the story.