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In Vietnam since 2006
OVERVIEW ON RECEPTION QUALITY IN HO CHI MINH CITY
Quality Assessment Campaign 2015 Report:
Table of Content
I. Campaign Overview 3
1) Introduce the “Quality Assessment Campaign” 3
2) 2015 Campaign overview 4
3) Audit results 5
II. Analysis 7
1) Positive trends in the reception community 7
2) Vital concerns 8
III. Current Reception Quality 10
Reception quality vs. Modern office requirements 10
IV. About Jolie Siam 11
2
mystery audits conducted by Jolie Siam’s audit specialists
In 2015, we covered offices from Anphabe’s “2015 Best 100 Places to Work”
once every year
to ensure receptionists always well represent their company’s brands
Overview Analysis
Introduce the « Quality Assessment Campaign »
Purpose
Frequency
Scope
Method
Current Reception Quality
3
Grading, analysis and reports
Mystery visits (English & Vietnamese)
Mystery calls (English & Vietnamese)
Overview Analysis
2015 Campaign Overview
AUDIT PROCEDURE
In this campaign, we made
Current Reception Quality
Scenarios design (ethic codes referred)
30 scenarios
25 calls
20 visits
in A-level buildings in central and industrial districts
4
Overview Analysis
Audit Results
0 2 4 6 8 10
6.4
6.5
6.3
6.6
7.1
6.8
5.8
6.35
6.3
6.4
Graph 1. Average Score in each Criterion
Current Reception Quality
5
1. First Impression
2. Communication with visitors
3. Communication through telephone
Professional appearance
Greeting line (direct meeting and via phone calls)
Situation Assessment
Deliver solution Politely and Efficiently
Correct and Quick problem-solving
Credible and Professional attitude
Create a Positive overall Image
Audit Results
0 20 40 60 80 100
63%
75%
56%
58%
69%
69%
38%
37%
31%
44%
1. First Impression
2. Communication with visitors
3. Communication through telephone
Professional appearance
Greeting line (direct meeting and via phone calls)
Situation Assessment
Deliver solution Politely and Efficiently
Correct and Quick problem-solving
Credible and Professional attitude
Graph 2. Percentage of Auditees Scored Equal to or Above Average in Each Criterion
Overview Analysis
Create a Positive overall Image
Current Reception Quality
6
Positive Trends in the Reception Community
Overview Analysis Current Reception Quality
7 7
Professional Appearance Situation Assessment Polite and Efficient solution Delivery
Make-up, hair bun
Professional clothes
Greeting posture
Active listening
Relevant questions
Appropriate responses
Good English
Reasonable solutions
Quick follow-up action
Key outcomes:
The auditees understand the basic roles of reception position: welcoming, answering queries
They take their job seriously: invest in visual image, English, know office’s operation well
75%
69%
69%
6.5 7.1 6.8
Vital Concerns
Overview Analysis Current Reception Quality
8
6.3 56%
5.8 38%
Greeting lines
Create a positive overall image
Forget to say the greeting line
Unclear voice/pronunciation
Not welcoming tone
Seldom use of honorary words
(eg. Sir/Madam)
Seldom use of polite words
(eg. please, would you, kindly)
No warning before transferring
No farewell lines
Top errors Key outcomes
Imbalanced focus between the “look” and the “sound”
Correct, clear and memorable greeting line is crucial for a complete “first impression”
The conversation is not thoroughly well-maintained
Need more trainings on negotiation and communication skills
Top errors Key outcomes
Vital Concerns
Overview Analysis Current Reception Quality
9
6.35 37%
Telephone Communication Disconnect the line
Transfer to the wrong staff
Misunderstand the problem
Key outcomes:
Lack of telephone skill seriously affects the communication flow
The significantly low percentage of auditees scored above average equals to a disparity in
reception quality across offices.
Credible & professional
attitude
No honorary words
Transfer/Hang up too quickly
Non-professional filler words
6.3 31%
6.4 44%
Correct & quick problem solving
Reception Quality vs. Modern Office Requirements
Overview Current Reception Quality Analysis
10
Visually represent the brand’s image
Greet customers
Answer queries
Ensure continuous communication flow between
company and customers
Make customers feel welcomed and respected
Leave good impressions in the customers
Visually represent the brand’s image
Greet customers
Answer queries and support customers
Ensure continuous communication flow between
company and customers
Make customers feel welcomed and respected
Leave good impressions in the customers
Current Reception Quality Reception Standards in Modern Office
Communicate company’s values Fulfilled Reception Technical Tasks
Need a
more profound mindset about reception values
11
Jolie Siam
A reference company in Welcoming service and HR outsourcing since 2006
Blandine PEILLON • Co founder
Thanh Tu LE • Co founder
Sales Activation Office Hospitality Event Hospitality
Areas of Expertise*
* Refer to our brochure for more information
About us
