Main points of receiving customer service

Main points of receiving customer service

The key point of receiving customer service literally means customer service, that is, when we communicate with customers, we can achieve the best communication effect, serve customers well and have good communication with customers. Let's introduce the main points of receiving customer service.

Receiving customer service 1 1 key point: psychological preparation (adjust your mentality)

Actually, there's nothing to prepare. Foreigners are also human beings, but some people are still poor in quality, just like us wholesale households who started as farmers in China. I can't feel it if I watch it too much. Just tell them how to talk to people.

Foreign businessmen are not used to do charity diplomacy, but to make money in partnership with you, and making money is always the first. If you can't guess what foreign businessmen are thinking, there is no need to guess. Just remember that everyone will work hard to make money together, so that the mentality will be peaceful and supercilious.

Putting aside these unrealistic things, relaxing yourself and being a real person instead of pretending can often win the respect of foreign businessmen and do things well. In fact, foreign businessmen, like us, are willing to do business with a guy who looks more stable and authentic, not a guy who runs before and after.

Two: itinerary

Discuss the visit schedule with the customer, communicate with the reception department of the company, and send an email and fax to the customer for confirmation after everything is finalized, so that the factory can prepare for the reception.

Since we are here to make money, not for sightseeing or business, a pragmatic and compact itinerary is always the most popular. Putting on a big banquet and traveling with them may not be a deal.

Therefore, discuss his itinerary with foreign businessmen in advance, but you'd better arrange the stages for foreign businessmen to visit factories/companies, see which products and workshops, foster strengths and avoid weaknesses, and fully arrange what you want to show to foreign businessmen. You can ask for the opinions of foreign businessmen or imagine yourself as a foreign businessman. "If I visit a strange supplier in a strange country, what do I hope to see?"

When you actually visit, as long as you follow the itinerary strictly (even deliberately and strictly), you can always leave a good impression on foreign businessmen. In fact, the reason is very simple. Buyers don't hate old-fashioned suppliers, and they are most afraid of manufacturers who don't count and have no clear plans.

If possible, at least know the time, shift and contact information of the guests coming to China.

Third, grasp the company information.

As I said before, you should know the company's products, production process and technical parameters before you can show the guests around.

It is best to prepare some English introductions about the company and the whole production process in advance to avoid difficulties in translation. In addition, some questions that guests may ask should be prepared in advance.

Four: Inquire about guest information.

1. Learn about customers, including their detailed contact information, company background, company strength, business status, business scope, purpose of customers' visit and main interests. It also includes the shareholding structure, operating conditions, technical level and assets and liabilities of foreign companies in the past three years.

2. Learn more about the details of foreign negotiators, including their age, educational background, hobbies, physical health, positions in foreign companies, achievements in business resumes, and excitement about investment projects.

3 Investigate the nature of customers: You need to evaluate customers before they come. Where are you from? Is it retail or wholesale? What is the content of the website? For which products? Where is the regional market and so on.

Understand the religious problems of the guests to facilitate the reception.

Learn more about the guests' national customs and preferences, pay attention to details, and learn as much as possible about their own city culture and attractions. Of course, they should know more about their own culture. Guests should know at least a little when asking, don't

These can win the respect of your guests. Not only at work, but also in other aspects.

Understand the information of the guest company and yourself, and you can better understand each other!

Five: Prepare reception materials and work.

1 Possible visit and negotiation projects:

Digital camera, pre-prepared CD catalogue and enterprise introduction (including your usual payment method, production cycle, etc. ), product brochures, small samples that are easy to carry;

Swatches, calculators, rulers, notebooks, staplers, picture books and targeted quotations. Remember to review the previous emails before the guests come and make basic preparations.

For special notebooks, calculators, price lists and notebooks, it is best to choose loose-leaf folders. You can tidy it up after a while, but you can't just throw it away. You can refer to it after sorting it out.

2, the company lobby welcome customers to visit the reception card, let the guests feel that it is valued. Tell the receptionist in advance that XX Company has a visitor, so it would be better if the receptionist could remember the name of the visitor.

3. The layout of the meeting room, the preparation of negotiation materials, including the preparation of the company's presentation, and the relevant documents and materials that customers need to show to prove the strength of the company. The contents displayed by the enterprise should be beautiful and detailed, including at least:

(1) enterprise competitive advantage, market analysis, previous year's performance, and clear organization chart.

(2) Customer service process, enterprise service standard, complaint channel and handling process.

(3)R&D team strength, historical honor, introduction of development projects, visit to laboratories, introduction of principals, honorary certificates and various certifications.

Prepare pick-up cards, company lobby reception cards, clean the company reception and negotiation room, prepare sample cards, and prepare other products that guests are interested in.

Prepare coffee, tea and some snacks and sweets.

Prepare small gifts and samples for guests.

7. Determine three plans for negotiation with foreign businessmen in advance: the best plan, the compromise plan and the compromise plan; Prepare the strategies and means to realize the above three schemes.

Note: sometimes it is necessary to print the reception notice, and it must be sent to the relevant departments!

8 know about nearby entertainment facilities and shopping and leisure facilities.

Customer service point 2 business reception etiquette process 1: fully prepare before reception.

1, to understand the basic situation of customers.

The first step of business reception is to know the basic situation of customers, including company, name, gender, nationality, occupation, position, level and the specific number of people to visit; There are also some details, such as the specific date, time and place of the visit.

Step 2 determine the welcome specifications

Determine the specific reception specifications according to the specific situation of customers.

Step 3 arrange the reception session

Arrange reception vehicles, customers' vehicles, customers' catering and accommodation, etc. within the prescribed standards.

4. Selection of business receptionists

Select reception staff and arrange all aspects of reception work according to their working ability.

Business reception etiquette process 2: service work in reception

Business reception service is the central link of the business reception process, and it is a direct face-to-face service reception process. In this process, we should organize the implementation according to the requirements of the reception plan, be serious and responsible, and meticulously complete every reception service. At the same time, according to the changing situation, the original plan should be revised and implemented in time.

Business reception service requires receptionists, especially the person in charge, to grasp the overall situation and be good at coordination and communication; Pragmatic, good at improvisation; It is necessary to report to the superior leaders in time, be good at integrating all forces, and complete the reception task wholeheartedly.

1, customer reception and accommodation arrangements

Arrive at the designated place in advance to meet the customer. When leaders and relevant departments go to airports, stations, docks and other places to meet customers, they should determine and inform the assembly time, place, bus arrangement and departure time in advance. Help customers contact the airport or station to sign tickets and pick up luggage. According to the reception policy and reception plan, arrive at the hotel guest house where you are staying or dining, and implement the welcome reception etiquette.

After the customer arrives at the residence, arrange the staff to distribute luggage and send the reception manual (including housing arrangement, activity schedule and bus arrangement, meal time, place and related matters needing attention, etc. ) to customers.

Step 2: banquet

The accompanying meal leader goes to the banquet place first; Master the number, time, place, method and standard of banquet, and inform the hotel in advance; Carefully prepare the banquet menu and design the banquet;

Place the seat card and check it. The reception staff arrived at the banquet hall one hour in advance to supervise and inspect related services; Serve food and drinks in strict accordance with the proposed banquet menu, handle special circumstances according to the intention of the host and accompanying leaders, and accurately grasp the rhythm of serving, not too fast or too slow; The receptionist actively guided the customers to sit down and leave.

3. Arrangements for business meetings and talks

Make clear the basic situation of the business meeting, including name, position, number of people to meet (talk), purpose of meeting (talk), object to meet (talk) and nature of meeting (talk).

Relevant personnel and departments should make the following preparations:

Inform the relevant departments and personnel of our company in advance to prepare for the meeting (talk); Determine the meeting (talk) time, arrange the meeting (talk) place and seat;

Determine the recorder, if translation, photography and news reporting are needed, determine the translators and photographers in advance and inform the reporters; The business receptionist greets customers at the door first. Our staff should get up and greet the customers as soon as they enter the conference room. If you need to take a photo with both sides of the talks, arrange to take a photo after the two sides shake hands.

4. Business inspection arrangement

All preparations for the visit must be made in advance, including materials and vehicles for the trip; Arrange leaders and accompanying personnel in advance; Responsible for related service work and liaison and coordination with foreign guests; Assist the reception area to deal with on-site emergencies during reception; Introduce some basic information along the way to customers in time during the trip.

5. Business, leisure and entertainment

Solicit customers' opinions and arrange activities according to customers' preferences and habits. Arrange the venue and determine the activity time. Arrange movies, fitness, sports and other entertainment activities, hold literary evenings, and make relevant preparations before reception. Grasp the duration of activities flexibly according to customers' interests.

Business reception etiquette process 3: work after reception

The later work of business reception mainly refers to the farewell work and experience summary after the reception work.

1. Say goodbye to visiting customers

Farewell is the last service in the whole reception process, so we should take it seriously and leave an unforgettable and beautiful impression on our customers.

Check whether the arrival time and place of the flight or train left by the customer have changed and the plane (train) has stopped. According to the reception policy and reception plan, design and implement the farewell etiquette. In order to show solemnity, the people attending the reception service lined up at the customer's residence to see them off. Send someone to watch the customer's plane and train before returning.

Step 2 sweep your tail

It mainly includes cleaning rooms, settlement of reception expenses and data collection and archiving.

Step 3 sum up experience

After each reception task is completed, we should sum up it in time. Affirm achievements, find out gaps, and commend units and individuals that have made outstanding contributions. Summarizing the experience and lessons can deepen the understanding of the law of reception work and promote the continuous improvement of reception work.

Customer service points 3 What are the etiquette of walking posture?

The correct walking posture can walk out of elegance, elegance and beauty, and can show a person's vitality and charm. Come with me to see the manners in walking posture. I hope it helps!

What is right, walking posture?

Three elements of correct walking posture-calm, steady and straight.

A good walking posture should be upright body, straight waist, eyes looking straight ahead, arms relaxed, swinging naturally at both sides of the body, toes slightly protruding outward or straight forward, even stride, the distance between feet is about one foot to one and a half feet, steady pace, natural pace and sense of rhythm.

When starting, the body leans slightly, and the center of gravity falls on the front foot. When walking, the center of gravity of the body should move forward with the moving steps, instead of staying on the hind feet. Pay attention to straighten your knees when your front feet touch the ground and your rear feet leave the ground.

The size of the stride should be adjusted according to height, dress and occasion. When women wear skirts, cheongsam or high heels, their stride should be smaller; On the contrary, when wearing casual pants, the stride can be larger, highlighting the beauty and liveliness of the wearer.

What is the difference between men's and women's walking postures?

The gait styles of men and women are different. Men's walking posture should be slightly larger, and the pace should be vigorous, powerful, chic and heroic, showing masculine beauty; The walking posture of women, however, is slightly smaller in pace, and should be dexterous, subtle, refined and elegant, reflecting the beauty of women.

Incorrect walking posture should be avoided;

1, lean forward and lean back when walking, or walk with two toes in a figure of eight at the same time, and the steps are too big or too small, giving people an unsightly feeling.

When you walk with your hands behind your back, you will feel arrogant and rigid.

3, when walking, the body swings and shakes, which will also make people feel frivolous and uneducated.