Front Desk: You Need A Lot Of Etiquette Knowledge.

The front desk looks like a simple occupation, but it also needs a lot of etiquette knowledge.

Appearance Etiquette:

1. smile and keep a cheerful mind.

2. keep your body clean and healthy.

3. the hair is neat and neat, and the face is kept clean.

4. wear makeup.

5. keep lips moist and refreshing, so that you can talk close to each other.

6. clean hands, nail trimming, no bright nail polish.

7., we should use fresh and elegant perfume.

1. when the front desk picks up the phone, the voice is not urgent or slow, and always maintains a relaxed and pleasant tone.

2. when you answer the phone, you should say "hello", "hello", "please wait" and so on.

3. pick up the phone when the phone rings second or third.

Pick up the phone first to say: "Hello, XXX company" do not start with "hello".

4. if you are late for a reason, say to the caller, "sorry to have kept you waiting". You can politely say "please wait" when you know the extension number or the phone call to the specific person.

5. before answering the phone, do not forget to repeat the key points of the call to prevent misunderstandings caused by recording errors or deviations.

6. in the process of making phone calls and answering phones, we should keep in mind that customers should first take up the line.

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.

7. 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.

8. in view of the fact that the front desk workers receive a lot of calls every day, in order to prevent accidents in the throat, they should always prepare water at all times to moisten their throat and keep good sound effects at all times.

Etiquette for visitor reception:

1. the front desk usually sits on the job.

But when a visitor comes, he should immediately get up and nod his head to the visitor and smile. "Hello, may I ask who you are looking for"? "Have you made an appointment?" know who to look for, and confirm that after the appointment, please wait for a visitor, immediately contact him.

2. if the person you are looking for is busy, you can ask him to wait a little while, and guide visitors to sit down and pour water with a standardized manner.

If you wait for a long time, the visitors are still busy. Take care of the visitors and explain that they should not leave them there.

3. if the visitor is not going to pick up and let him go in the past, the front desk should use regular gestures to guide the way or bring visitors.

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

4. if a visitor's office is open, knock on the door first. If you have permission, ask the visitor to enter.

5. when a guest fails to make an appointment, do not directly answer the person you are looking for or not.

And to tell the other person, "let me see if he is there" and ask the other side with a tactful inquiry: "what are you looking for, please?" if the other person doesn't have the name, he must ask and try to make sure that he can meet his colleagues.

If the guest is the leader of the company, it should be handled with caution.

6. if you know a visitor in advance, you need to clean the front door in advance to greet guests, prepare tea sets, drinks, etc., and prepare fruits, sugar, coffee and so on according to the specific circumstances.

When guests arrive at the appointed time, they should go out to meet in advance.

7. guests should be warmly received when they come to the company.

Company personnel should be dressed neatly and stand upright.

8. invite guests to sit down, and then deliver water, tea, fruit and so on. Be sure to deliver them with both hands.

1. when the guests say they want to leave, they can stay and stay for a while. But they must respect their wishes and not force them to stay, so as not to mistake their life arrangements.

2. after a guest has made a farewell speech, he should wait for him to rise and get up again, so that he can not wait to get up when he proposes to leave.

When delivering a guest, send the guest to the door and say "good-bye".

For the elders and the aged and frail old people, they should also help them to go downstairs and pick up their cars as necessary.

Don't just say goodbye to the guests, and turn right in.

No more guests can just step behind the threshold and close the door with a bang.

These are very rude.

3. when the guest leaves, if he is busy with his work and can not see him off, he should explain to the guest and apologize.

It is impolite for a guest to say no when he says goodbye.

1. leaving and going out, the particularity of the receptionist's work determines that their departure 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 commission agent and explain clearly the way to answer the phone.

2. strictly observe the working hours -- the receptionists should strictly observe the rest and rest time. Under normal circumstances, they should arrive 5 to 10 minutes ahead of time, and they should delay 5 to 10 minutes in the afternoon.

3. gossip and conversation 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.

Example of service specification:

1. start reception: when guests arrive, they should smile with their eyes and gaze at the guests, and immediately greet them with an active and joyful greeting. "Hello, sir / madam, what can I do for you?" (that is, what do you want to ask?) if you find the visitors to search the reception desk, you should guide him (her), "Hello, sir / madam, can I help you?"

An example of 2. directions: use your palms and fingers to guide a place. Do not show the back of your hand or bending your wrist.

3. example of walking Etiquette: when you follow guests, walk in the 2 to 3 steps behind the visitors; when you direct the guests, walk 2 to 3 steps ahead of the visitors.

Complaint handling example:

1., whenever a complaint is encountered, from a customer's point of view, first of all, we must be sincere and patient, listen to it, record it properly, do not interrupt it, and sympathize with each other and strive to be consistent with the complainants emotionally and psychologically.

Never explain to yourself after listening to it, which is easy to arouse the resentment of the complainants.

According to different guests to take different treatment methods and methods, pay attention to the change and choice of location.

2. after listening carefully, the receptionist must express his attitude immediately. The first gesture is to express heartfelt thanks to the complainants and regard their complaints as a good opportunity for our company to correct their mistakes.

"Thank you very much for your valuable advice, and welcome to continue to pay close attention to our school".

3. if parents complain reasonably, they should immediately show their attitude and contact with relevant departments or related personnel immediately.

If it is an attitude (service) problem, apologize immediately, it is best to let the parties themselves apologize.

If the problem can not be dealt with immediately, the ball must not be kicked, and the complainant should be assured that he will be responsible for future notification and contact.

4. when conflicts occur, the important thing is to communicate with them in a calm manner and investigate the root causes, such as checking whether the information of the complainants feedback is true or not, and asking the relevant personnel to implement corrective measures.

The corrective result should be returned to the complainant. Do not interrupt the party until the conflict solution is satisfactory.

5. listen carefully, take the initiative in consideration of customers, and respond sensitively and efficiently, maintain professional enthusiasm and perseverance, and refuse to be unreasonable and polite.

Once a complaint occurs, the representative of the company is the company, not the individual. We must pay attention to maintaining the company's reputation and image.

If necessary, remedial measures can be taken in accordance with the following procedures:

1. apology - the first step and the most important thing is to sincerely apologize to the guests and tell him that the company has a special person responsible for the problems and solutions.

2. repeat - when the customer describes to you, repeat the problem and confirm the understanding of the customer's meaning.

Then tell and show that you will do everything possible to solve the complaint immediately.

Do you mean * * * problem? I see, I will deal with it right away and tell you the result.

3. sympathy - make sure that you communicate clearly with the complainants so that they understand and know how they feel.

4. compensation - not only tell the complainant that you will solve the complaint quickly, but also tell and show the client that you will reconcile with them in a special way.

Follow up checks to see if the customer is satisfied now.

For deficiencies, corrective measures should be formulated as soon as possible.

For more information, please pay attention to the world clothing shoes and hats and Internet cafes.