Office Ten Major Business Etiquette (2)

In public service reception, the specifications and requirements for reception are also extremely important. If there is no prior knowledge, there will often be serious deficiencies.

The wrong reception specifications will make the other person flattered, otherwise they will be very uncomfortable.

The general reception specifications can be classified into three categories according to the identity of the visitors.

Low specification reception: the reception of the main accompanying personnel is lower than that of the guest.

For example, a senior executive or supervisor of a department should visit a grass-roots unit and become a low standard receptionist.

Peer reception is the reception of the equal status of the main escort and the guest.

Visitors are guests and guests are respecting.

No matter whether there is a commercial connection with each other, we should treat it with courtesy.

From the front of the guests to the front of the company, until they leave completely, they must observe the etiquette standard and let visitors feel at home.

Telephone courtesy is also one of the indispensable politeness in offices. Many close customers often get bad mood or bad communication because of a phone call.

Therefore, telephone courtesy must be fully promoted and implemented as a basic training program for all employees, so that customers can feel very satisfied with your company on the first phone call.

This kind of training depends on long-term exercise, which can not be achieved overnight.

A smiling face produces a smiling voice, which can be trained and managed.

The vast majority of people do not train their own voice, and speak entirely by instinctive natural tones. This is a great mistake.

It is necessary to create voice through telephone.

We can look at the mirror carefully and observe the way we speak, and record the voice of ourselves, find out the serious shortcomings in our speech, and correct them.

Because the phone only heard its voice, it does not see the person.

So, we need to use simple KISS theory to talk (Keep it simple and short).

Use simple and simple words to avoid using too professional nouns or jargon. This will make it difficult for the other side to understand quickly.

Even if it is unavoidable, please use more popular terms and give plain explanations, which will save valuable time and avoid misunderstanding.

Introduction is also a frequent occurrence in the office. It is divided into introductions and introductions.

The knowledge of introduction is very large, not as simple as most people imagine: just exchanging names and titles.

When the guests come, if you need to introduce the host and guest, the middleman should remember to introduce the guest to the host first and then introduce the owner to the guest.

If guests are more than one person, they should be introduced in accordance with their order.

Therefore, before intermediaries are introduced, they must understand the relationship between the two sides, and understand what the other party needs most to know.

If there is any doubt about the true identity of the introducer, we should first ask the parties for advice or consult them to see what kind of identity the other party needs to be introduced.

When I introduce myself, many people often make such a mistake: "I am general manager Wu."

In fact, titles are addressed to the other party rather than what they say.

You can say, "my surname is Wu" or "I am the general manager of this company", otherwise it will make people laugh at the mall etiquette, and blow their own trumpet.

Teachable

Customer complaints are also common problems in offices. Therefore, how to deal with various complaints effectively is also a difficult problem in various industries nowadays.

Handling customer complaints must grasp the method. No matter what kind of accusations or criticisms, they should be open-minded and sincere. Even if the severe reproach is the same, there is no way to argue with customers.

I was sorry when I received the complaint. I still said sorry after listening to each other's complaints.

No matter who is right or wrong, to bring convenience or displeasure to the customer, we need to apologize.

No matter what problems the customers complain about, they should think that the complaint is a good opportunity to explain their misunderstanding to themselves.

Those responsible for dealing with customer complaints must be well trained and able to calm their emotions in a timely manner, first solve their feelings and then solve things.

Make a compendious and appropriate explanation in a calm manner, and thank the other person for giving the opportunity to explain.

Visiting customers

To visit is to go to the other's office to discuss business.

Some people like to go wherever they like and feel free to visit other people. This is an uncourteous expression for those who are visiting.

If there is no prior agreement, rushing to visit will make the other party in a hurry and embarrass.

If the other person is in a meeting or out of the office, he will get a nail in the face.