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Different Types of Visitors

The document discusses different types of visitors an office may receive and how to handle them. It describes four types: 1) Talkative visitors who ask many questions and can be handled with brief, friendly responses. 2) Inquisitive visitors who ask many questions and may be industrial spies, requiring careful responses with only necessary information. 3) Rude visitors who may be having problems and should be treated politely while addressing their complaints. 4) Arrogant visitors who feel entitled and should be handled firmly, politely and professionally by directing them to the appropriate department. The document provides steps for handling each type of visitor effectively.

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Vee Lewis
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33 views

Different Types of Visitors

The document discusses different types of visitors an office may receive and how to handle them. It describes four types: 1) Talkative visitors who ask many questions and can be handled with brief, friendly responses. 2) Inquisitive visitors who ask many questions and may be industrial spies, requiring careful responses with only necessary information. 3) Rude visitors who may be having problems and should be treated politely while addressing their complaints. 4) Arrogant visitors who feel entitled and should be handled firmly, politely and professionally by directing them to the appropriate department. The document provides steps for handling each type of visitor effectively.

Uploaded by

Vee Lewis
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Baysville School of Skills

MRS LEWIS OFFICE ADMINISTRATION – TERM 2

LESSON 1: DIFFERENT TYPES OF CUSTOMERS/VISITORS

INSTRUCTIONS TO LEARNERS:
 Read through these notes very carefully.
 Familiarise yourself with the different types of visitors.
 Complete the activity at the end of the lesson.
NOTES:

Different types of customers/visitors:


 The talkative visitor
 The *inquisitive (curious) visitor
 The rude visitor
 The *arrogant visitor

HOW TO HANDLE THE DIFFERENT TYPES OF VISITORS:

1. The talkative visitor

 A talkative visitor can be troublesome when you are very busy.

How do you handle the talkative visitor?

Step 1: Make a friendly excuse and answer briefly when such a person asks
questions.

Step 2: Be especially careful not to disclose any *confidential information.

2. The inquisitive (curious) visitor

 Curiosity may simply be a personal characteristic of a visitor. However, it


could also mean that the visitor is an *industrial spy.

How do you handle the inquisitive visitor?

Step 1: Before answering any questions, consider your replies carefully.

Step 2: Give only the necessary information.

Step 3: Do NOT leave inquisitive visitors alone in an office where confidential


documents are kept.
Baysville School of Skills

EXAMPLE:

If a visitor asks: ‘When will your employer return from her trip?’ you should answer:
‘I am not sure, but I will inform you as soon as she comes back.’

3. The rude visitor

 People may be or sound rude for various reasons. Some visitors are abrupt
because they have low self-esteem. Others might have problems with their
accounts.

How do you handle the rude visitor?

Step 1: Always treat a *discourteous visitor in a friendly and polite manner.

Step 2: Try to understand the visitor’s point of view.

Step 3: Investigate the complaint.

EXAMPLE:

If a mistake has been made on an account, you should say: ‘I apologise for the
inconvenience, if our company is at fault, the mistake will be corrected
immediately. Please don’t worry about it.’

4. The arrogant visitor

 These visitors are often the most difficult to handle because they feel they
have the right to make personal comments.

How do you handle the arrogant visitor?

Step 1: Be firm.

Step 2: Be polite.

Step 3: Be professional when dealing with this type of visitor. This will
prevent you from becoming involved in an argument or unpleasant
discussion.

Step 4: Immediately direct such visitors to the right department or person who
can assist them.
WORD BANK
 Inquisitive – curious, nosy  Industrial spy – Someone who steals
 Arrogant – overconfident, self- secrets from the company with which
important its competing.
 Confidential – private, personal  Discourteous – rude, ill-mannered

ACTIVITY 1
Baysville School of Skills

Complete the table below:

TYPE OF VISITOR CHARACTERISTICS WHAT TO DO


1.Talkative visitor

2.The inquisitive visitor

3.The rude visitor

4.The arrogant visitor

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