RECEPTIONIST: Face The Customers In The Best Way.

Smiling and keeping a cheerful mind are conducive to creating a harmonious and harmonious working atmosphere. Keeping the body clean and healthy is not only a healthy need, but also a manifestation of civilization. It is good for people to interact with each other; hair is neat and clean, and the face is kept clean; male employees do not wear long hair, and female employees do not wear heavy make-up; keep lips moist and refreshing, suitable for close conversation; clean hands, nail trimming, male employees do not keep long nails, female employees do not apply bright nail polish, and use fresh and elegant perfume.

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.

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 person responsible for reception must be immediately expressed.

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.