Front Desk Must Master.

First, standardize your professional image.

1.

Many professionals, in order to beautify their external image, do not hesitate to spend a lot of money on beauty, buying high-end clothes.

There is nothing wrong with the heart of beauty.

However, the bright and dazzling image is often shattered by some mistakes in behavior.

To modify your beauty of manners, to show your grace and elegance from the subtle, is more pleasing to the eye than a clothes rack.

Standing posture

The ancients said: the station is like a pine.

The world of modern workplace does not have to be so serious. Men mainly embody the masculine beauty, head up and chest, feet stand shoulder width and shoulders, and the center of gravity falls naturally in the middle of the feet.

Women are soft and light and stand on t-step.

When speaking, face each other and maintain a certain distance.

Try to keep your body straight and not skew.

Depending on the walls and tables and chairs, the distance between legs is too large and crossover is unsightly and impolite.

Don't play with objects in your hands. It's impolite to be absent minded.

Walking

Walk on the right side of the road and meet your colleagues and supervisors.

In the process of walking, we should avoid smoking, eating, whistling, dressing and other behaviors.

When going up and down stairs, ladies and gentlemen should be respected first.

When many people walk, be careful not to occupy the road due to ranking.

2. Body language

Glance

Contact with people is indispensable to eye contact.

Correct use of vision, information pmission, professional image creation, must abide by the following rules.

PAC rule:

P - PARENT refers to communicating with people with paternalistic and learned eyes. The line of sight is to look at each other from top to bottom and try to find out mistakes.

A - ADULT means to communicate with people in the eyes of adults, and the relationship between them is equal, and the line of sight is from top to bottom.

C - CHILDEN is usually a child's vision, looking up, indicating a request or spoiled.

As a career person, of course, it is the use of adult vision to communicate with people, so we must be accurate positioning, do not choose the wrong look in the wrong place and object, it will make people feel surprised.

The law of trigonometry: according to the closeness and distance between the object and your relationship, choose the area where your eyes stay or gaze.

Generally speaking, the relationship between the first time and the farther distance is to see the big triangle area from the forehead to the shoulders of the other person. The relationship between the forehead and the jaw is very close and the triangle area is close to each other.

Distinguish between the object and the right seat.

Time rule: each eye contact should not exceed three seconds.

In the course of communication, it is best to use 60%-70% time to communicate with each other.

Less than 60% indicates that you are not interested in each other's topics or conversations. More than 70% indicates that you are more interested in the other person than he is saying.

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Gesture application

By gesture, you can express, guide, invite, good-bye and so on.

Gestures must be gentle, but they should not be sloppy.

3, locate your

"The cloud wants to wear clothes and flowers", compared to the men's dress that is steady and monotonous, the dressing of ladies is much more colorful.

Decent clothes can not only appear more beautiful, but also reflect a modern civilized person's good accomplishment and unique taste.

(1) the basic principles of professional attire.

Dress TPO principle TOP is the abbreviation of three English words. They represent time (Time), occasion (Occasion) and place (Place) respectively, that is, dress should be coordinated with the time, place and place at that time.

The occasion principle should be coordinated with the occasion.

Dress and dress should be solemn and elegant; for a concert or ballet, formal dress should be used as usual; when attending formal banquet, Chinese traditional cheongsam or western long dress evening dress should be worn; and dress should be light and comfortable on occasions such as friends gathering and outing.

Just imagine, if everyone wears it.

Time rules, dressing rules at different times are especially important for ladies.

Men have a set of dark suits or tunic suits, but women's dressing needs to change over time.

During the day, ladies should wear formal suits to reflect their professionalism. In the evening cocktail parties will be subject to more modifications, such as changing a pair of high-heeled shoes, wearing lustrous accessories, and wearing a beautiful scarf. The choice of clothing should also be suitable for seasonal climate characteristics and keep pace with the trend of the trend.

The principle of location is to receive guests in their own homes. They can wear comfortable but clean casual wear. If they visit a company or a unit, they will be professional. When they go out, they must take care of local traditions and customs, such as going to church or temples, and so on.

Four dress for professional women

Neatness and flatness are not necessarily expensive, but must be kept clean and ironed. They will be able to dress properly and look refreshed.

Neatness is not entirely for itself, but also for respect for other people's needs. This is the first priority of good manners.

Different colors of color will give people different feelings, such as dark or colourful clothing gives people a visual sense of shrinkage, which is dignified and solemn; and light or warm clothing will have a sense of expansion and make people look relaxed and lively.

Therefore, we can choose and match according to different needs.

In addition to the main clothing, the matching of shoes, socks, gloves and so on should also be more sophisticated.

For example, socks should be pparent or similar to the color of clothing. Socks with large patterns can not be elegant.

Sandals or boots are not suitable for formal and solemn occasions. Black leather shoes are the most widely used and can match any clothing.

Adornment adornment clever wear jewelry can play a role in finishing, add color to ladies.

But the accessories should not be too much, otherwise it will distract the attention of the other party.

When wearing jewelry, you should try to choose the same color system.

The key to wearing jewelry is to integrate with your overall dress.

Strictly prohibited clothing

Jeans (clothes, pants), mini skirts, slippers (including fashion cool) {page_break}

4, how to make professional makeup.

Receptionists should wear light makeup when they go to work to reflect women's health and self-confidence.

Here is a make-up method for most women.

First, clean the face.

Massage the face with moisturizing cream to absorb it completely and then make facial makeup steps.

Bottoming: when you are bottoming, you'd better sponge up, then gently tap with the cream that is close to the skin color.

Makeup: powder puff with dry powder, gently rubbed open, mainly in the face of the T area fixed makeup, remaining powder in the external contour.

Draw eye shadow: professional women's eye makeup should be natural, clean and soft, focusing on the corner of the eyelash at the outer corner of the eye, then gradually upward and outward.

Eyeliner: the eyeliner should draw close to the root of the eyelash, delineate it carefully, and the upper eyelid should be slightly upturned. This eye shape is very attractive.

Eyebrows: first, finish the eyebrow shape, then gently draw it with the eyebrow brush.

Eyelash: use eyelash clips to cling to the root of eyelash, make it curl up and then lash the eyelash in the direction of eyelash growth.

Blush: the blush of professional makeup is mainly about the appearance of natural health. The way of fashion dyeing is usually below the cheekbones, and the outer contour is decorated with modified cakes.

Lipstick: bright and natural lipstick should be chosen to show the health and self-confidence of working women.

According to the above steps, a beautiful, healthy and confident professional woman will be shown before people.

Two, business reception etiquette

1. Daily reception work

1. To welcome etiquette.

Visitors should be greeted immediately: it should be recognized that most visitors are important to the company, and they should be enthusiastic, friendly and willing to provide services.

If you are typing, you should stop immediately. Even if you are talking on the phone, you must nod to the visitor, but you do not have to stand up to greet or shake hands with visitors.

Greeting guests enthusiastically and enthusiastically: nod your head gently and smile when greeting.

If a guest has been known, the address should be more cordial.

Reception of strange guests: when visiting strangers, be sure to ask their names and the names of their companies or units.

Usually ask: May I ask your name? Which company are you calling?

Reception etiquette

Attention should be paid to the following points.

(1) when the person in charge is not there, he must clearly tell the person in charge where he has gone, and when to return to his unit.

Ask the guest to leave the phone number and address, make sure that the guest comes to the unit again, or is the person in charge of our company going to the other unit.

(two) when our guests arrive, our responsible person can not immediately receive interviews for various reasons. We must explain the reason for waiting and the waiting time to the guests. If the guests are willing to wait, they should provide drinks and magazines to the guests. If possible, they should change drinks for the guests.

(three) the receptionist should guide the guest to his destination, and he should have the correct guiding method and guiding posture.

Guidance method in corridor.

The receptionist paces the guests two or three steps before the guests walk inside.

The way to guide the stairs.

When guiding guests to go upstairs, the guests should be allowed to walk in front. The receptionist is walking behind. If they are going downstairs, they should be in front of the receptionist. When the guests are coming up and down the stairs, the receptionist should pay attention to the safety of the guests.

Guide method in elevator.

When guiding the guest to take the elevator, the receptionist first enters the elevator, and when the guest closes the elevator door after entering, when the arrival arrives, the receptionist will press the "open" button to let the guest get out of the elevator first.

The guiding method in the living room.

When the guest walks into the living room, the receptionist uses his hand to instruct the guest to sit down and see the guest sit down before he can nod his head and leave.

If the guest is seated by mistake, the guest should be seated in the upper seat (usually the one near the door is the lower seat).

(four) sincere tea.

Our people are used to entertain guests with tea. When we entertain distinguished guests, we should pay special attention to tea sets. There are many rules for pouring tea.

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2. Reception of uninvited guests

When guests do not make an appointment to visit, do not directly answer the person you are looking for or not.

And tell the other person, "let me see if he is here."

At the same time, he inquired of the other side's meaning: "what do you want to ask him?" if the other person did not announce his name, he must ask and try to make sure that he can meet his colleagues.

If the customer is looking for a company, it should be handled with care.

Three, telephone etiquette

1. Telephone answering skills

Purpose

By phone, the caller left an impression that key bridge communication is a courteous, warm, enthusiastic and efficient company.

We should be enthusiastic when we answer the phone, because we represent the image of the company.

2. The left hand holds the receiver and the right hand takes the pen.

Most people use the right hand to pick up the telephone receiver, but in the process of telephone communication with customers, they often need to make necessary written records.

When writing, usually the microphone is clipped on the shoulders, so that the phone can not be easily clamped down and shrill, so as to bring discomfort to the customers.

In order to eliminate this unhealthy phenomenon, we should advocate using the left hand to hold the receiver, write or manipulate the computer with the right hand, so that we can easily achieve the purpose of communicating with customers.

(3) call up within three tones of the telephone ring.

Pay attention to voice and expression.

You must speak clearly, facing the microphone and pronouncing accurately.

When you talk on the phone, you can't yell or whisper, but use your normal voice and try to use a warm and friendly tone.

You should also adjust your expression.

Your smile can be delivered by telephone.

Use polite phrases like "thank you". "What can I do for you?" "you're welcome."

Keep correct posture.

The correct posture should always be maintained when answering the phone.

Under normal circumstances, when a person's body slightly sinks, when the Dan Tian is oppressed, it is easy to cause the sound of Dan Tian not to be emitted. Most people use the chest in speech, so it is easy to dry up. If using the sound of Dan Tian, not only can make the voice have magnetism, but also will not hurt the throat.

Therefore, keep sitting posture, especially not on the edge of the table, so that the voice can be natural, fluent and pleasant.

Besides, keeping a smiling face can also make the caller feel your joy.

Repeat the key points of the call.

Before answering the phone, do not forget to repeat the key points of the call, prevent misunderstandings caused by recording errors or deviations, and make the whole work more efficient.

For example, information on meeting time, location, telephone number, area number and so on should be checked, proofread and avoided as far as possible.

Last thank you.

The last word of thanks is also a basic etiquette.

Customers must be guests and guests should be respected. They should not be ignored because they are not directly facing the customers.

In fact, customers are the company's parents. The growth and profitability of the company are closely related to the customers' dealings.

Therefore, employees should be grateful to their customers and thank them.

Let customers first take the line.

Whether it's manufacturing or service industries, we should keep in mind that customers should take the first place in the process of making phone calls and answering telephone calls.

Because once you hang up the phone, the other person will hear "click" sound, which will make the customer feel uncomfortable.

Therefore, when the phone is about to end, it is polite to ask the customer to take the line first, then the whole telephone will be successfully concluded.

When you are talking on the phone and visiting the guests, you should first entertain visitors in principle. At this point, you should apologize to the caller as soon as possible and hang up the phone after you get the permission.

However, when the content of the phone is very important and cannot be hung up immediately, the visitor should be told to wait a moment, and then continue to talk.

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2. Telephone pfer process

When we receive an outside call, we should follow the following procedures:

(1) use the following statement: "Hello, key bridge communication."

Different callers may need to be pferred to some people.

Any phone call for a manager or leader must first be pferred to the relevant secretary or assistant.

This ensures that managers or leaders are not disturbed by unimportant phone calls.

(3) if a caller requests someone to pfer to a post, such as "would you like to speak to your HR Director?" "I'll help you pfer to his office."

Then, we try to pfer the call to the relevant secretary.

(4) if the caller says the name of the person you want to find, you must answer, "just a moment, please. I'll help you pfer to his office."

Then, I tried to pfer the call to the relevant secretary.

If the Secretary's line is busy or you can't find a secretary, you must answer: "sorry, Mr. *, the line is busy. Would you like to wait?"

If the other person answers "yes", please keep the caller's phone free, but wait until the next minute, you must confirm with the caller whether you want to continue to wait.

You must say, "Mr. Ma's telephone is still busy. Would you like to wait?" if you answer "no", you must say, "may I have your message, please?"

If you know that the relevant personnel are not in the office now, you must say, "sorry, Mr. * is not in the office for the time being. Can I tell you anything?" or "sorry, Mr. * * has gone to Hongkong on business. What can I tell you?"

If the caller does not want to talk to someone who is uncertain or who is not sure, you must say, "what can I do for you?" through the dialogue with him to understand the purpose of the caller.

If it's a complaint call, you should listen carefully and help them find someone who can help, but you can't directly pfer the phone to the company leader.

If it's a general sales call, you must say, "I'm sorry, Mr. * * is out in Hongkong. His secretary can't get in touch for a while. What information do you need to convey to me?"

If the caller dialed the wrong number, you must say, "I'm sorry, did you dial the wrong number? This is the key bridge communication."

If necessary, you can also tell the caller that "the number here is 25625233".

If a call takes longer time and there are other calls coming in, you must say, "excuse me, sir, could you wait a moment and let me pick up another phone?"

When you switch on the phone, tell your leader or secretary's name if you know.

Four, etiquette and order within the company

1, leaving and going out

The particularity of the front desk staff determines that their seats should not be too long, usually not more than 10 minutes.

If you need to go out for special reasons, you should first find the agent and give clear answers to the phone calls.

2, strictly observe working hours

Receptionists should strictly observe their work schedules.

Under normal circumstances, you should arrive 5-10 minutes ahead of time, and you should delay 20-30 minutes in the afternoon.

3, gossip and conversation

We should distinguish between gossip and conversation.

Front desk staff should try to avoid long time private phone calls.

You should not even chat with other colleagues at the front desk.