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Front Desk Service Agreement
Template for agreement that outlines the company’s protocols and expected service levels provided to customers by front line and receptionist staff.
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Overview
Front desk is one of the most overlooked "area" in a company. Yet, it is one of the most important as it is usually the first point of contact for most potential customers and employees. Isn't that ironic?
If you're checking out this Front Desk Service Agreement, go ahead and give yourself a big pat on the back! You are one of a "special" group of individuals who firmly believe that the front desk has an impact on the company's bottom line and that we should up the game on front desk service. Like you, we share your belief, so much so that we were compelled to do a write up on Front Desk Training here.
The Front Desk Service Agreement provides guidelines and protocols to ensure a well managed and professional looking front desk. Some of the guidelines may seem like common sense but why leave it to chance? Each individual may bring to the job learned behaviours that are inconsistent with your company's expectations. For example, some companies may allow the front desk to be unmanned during lunch hour while your company may require someone to be at the front desk at all times. The Service Agreement can be used to clearly articulate this expectation to ensure a standard and consistent delivery of front desk service.
The Service Agreement focuses on Customer Service Philosophy and Customer Service Guidelines & Protocols. It has input placeholders throughout the Agreement for you to easily input customizable information. It is important that the Front Desk Service Agreement is read and signed off by the employee before the employee's first day at work. It is recommended that the Service Agreement is sent together with the Employment Contract Agreement and Staff Policies (Manual) for the employee's review at the time when the employment offer is made.
How is a Front Desk Service Agreement used?
This contractual agreement includes guidelines and protocols to be followed by staff who provide front line and reception services.
The Front Desk Service Agreement is used to:
- Educate staff on the protocol and service levels required for performing front line and reception duties.
- Obtain signed confirmation from staff to acknowledge their understanding and agreement to abide by the terms outlined in the Agreement.
Why use a Front Desk Service Agreement?
Clearly articulating front desk service guidelines and protocols, and requesting confirmation that the individual understands these guidelines/protocols, ensures that:
- Individuals know what is expected of them.
- Customer service levels meet company expectations.
- Your company reputation as a professional organization with a high regard for customer service is protected.
What you risk by not using a Front Desk Service Agreement?
- Customers receive sub-standard customer service.
- Your company recives 'bad press' with regards to the customer service it provides.
- You have little recourse to reprimand the employee since they can say "no one told me."
You bet.
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| Front Desk Service Agreement | | | Accompanying Instructions for HR |
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