Shake hands and introduce themselves properly.

Be calm, patient and polite.

Remain alert.

Exude energy, but DO NOT appear hyper.

Smile.

Make eye contact.

Make sure they don't have bad breath.

Never tell the person that they are wrong.

Emphasize the positive or the helpful. People usually know what isn't right or helpful already.

Show empathy to the person. Let the person know they are interested in helping that person.

If they know the person's name, use it.

Be impartial and truthful.

Be tactful and respect sensitive or confidential situations.

Ignore personal insults. DO NOT insult others.

Ignore sarcastic remarks. DO NOT make sarcastic remarks.

NOT interrupt the person who is talking.

If they can't help the person, find the person who can or let the person know they will find out and get back to them. Follow through with their promise. DO NOT say, "No, I can't help." Instead say, "Yes, I can help."

Never knowingly give incorrect information in answer to a question.

If they are uncertain of the answer to a question, tell the person who asked them that they don't know the answer, but that they'll find out the answer.

Give the person a phone number, directions, a map or flier if it helps the person remember the information given to assist them.

Know the floor plan at their post location, so they can, if asked, direct people to the appropriate floor, office, conference room, etc.

Know how to contact employees to know they have a visitor.

Wear their ID badge on the front of their uniform, so people can easily identify them.

NOT violate any laws or company polices when performing their duties.

Treat every complainant professionally even if they think the complaint has no merit or is trivial.

Thank a complainant for bringing the problem to their attention. This makes the complainant feel good.

Listen patiently to a complainant. Sometimes the complainant just wants someone to listen to them.

Treat over phone contact the same as in person contact.