How to receive distinguished guests

Reception of distinguished guests 1. How do service personnel receive distinguished guests?

The VIP's perception of service is the quality of service, which largely depends on the quality of reception service at the beginning. Recall that you are a VIP, whether you go shopping in the mall, eat in a restaurant, or go to a maintenance center to repair products. What kind of reception do you want when you need service?

2. Preparations for receiving VIPs

When VIP accepts a basic service, the most basic requirement is that the service representative can pay attention to his direct needs and be warmly received; When reception is not needed, the VIP does not want the service representative to disturb him. If service representatives want to show good service skills in the process of receiving VIPs, they must make full preparations in advance. Specifically, service representatives should make the following two preparations before receiving VIPs.

3. Predict the three needs of VIPs

Before receiving the VIP, the service representative should first predict what the VIP may need, and then make preparations one by one. Generally speaking, VIP generally has the following three requirements.

Three requirements of VIP 1 The demand for information is actually that VIP needs help. For example, if you go to a restaurant to eat, then you will ask, what dishes are there in the restaurant, which dishes are signature, which dishes taste the best, how long it will take to serve, what is the price, and so on. These are called information requirements.

In order to meet the information needs of VIPs, service representatives are required to make full preparations in advance, and our service representatives are also required to constantly enrich their professional knowledge. Because only you are very professional, you can provide your VIP with this kind of service to satisfy customers and meet their information needs.

2. Environmental requirements

For example, when the weather is very hot, the distinguished guests hope that this room will be cooler; If you have to wait a long time to get this service, you will definitely need some books, magazines and so on for you to read. These are called VIP's requirements for the environment.

situation

Many big shopping malls have child care areas. As parents, they are free to buy goods and leave their children to the employees in the mall for management. Some toys children can have fun.

McDonald's and KFC have no special children's paradise to meet the needs of parents with children.

In many enterprises, the seats sold have good sound insulation devices, just to let the distinguished guests hear the service representatives clearly. Providing different consumption environments for different VIPs is an important means to retain VIPs.

3. Emotional needs

VIPs have emotional needs such as appreciation, sympathy and respect, and service representatives need to understand these feelings of VIPs. For example, VIP may tell you that when I come to you at my age, I have to change trains three times by car, so if you can help VIP solve this problem on the phone; If the VIP says, Look, I've been riding a bike for half an hour on such a hot day, and I'm all wet, if you can tell the VIP that it's hot today and let me get you a glass of water, then the VIP will feel much more comfortable. These things are called emotional needs.

It is quite difficult to meet the needs of distinguished guests, and it is not easy to make preparations in this regard. This requires service representatives to have keen insight and be able to observe these needs of VIPs and meet them.

Be prepared to meet the needs of VIPs. After recognizing the three requirements of VIP, the service representative should make corresponding preparations according to these requirements. If every service representative can make good preparations for these three aspects according to the characteristics of the industry, it is possible to provide satisfactory services for VIPs when they really face VIPs.

Case 1

An old man who is recovering (see photo analysis)

The following information can be obtained from the above figure:

Information requirements:

First of all, the elderly need a set of the best and most effective rehabilitation treatment methods, which requires the staff of this rehabilitation center to have strong professional knowledge, and he should be able to fully guide the elderly to use this equipment most effectively and safely for treatment, so as to recover as soon as possible.

Environmental requirements:

The environment should be quiet and comfortable, the room temperature should be suitable, and the old man's waist may not be very good, so give her a pillow and she will feel relatively comfortable. If some soft flannel is wrapped around the crank of rehabilitation equipment, the elderly will feel more comfortable. It would be better if we could add some relaxing background music.

Emotional needs:

If the service representative can provide good professional knowledge and a good environment, then in the process of rehabilitation treatment with the elderly, you can chat with her as much as possible to make her feel better; If you can say some comfort and encouragement, the old man will recover soon and his mood will become more comfortable.

Self-check

According to the pictures, analyze the information, environment and emotional needs of VIPs.

Welcome your distinguished guests.

After the service representative is fully prepared, the next step is to welcome your distinguished guests. Service representatives should do the following work when welcoming distinguished guests.

1. Career First Impression For a VIP, he is very concerned about what kind of first impression the person opposite will bring him. For the service representative, it is your clothes that give others the impression that you are professional. Your VIP had better be able to quickly judge your occupation and even your professional level as soon as he sees you. When you go to a hospital, you can tell whether this person is a professor, an intern or a nurse as soon as the doctor's office door is opened. Therefore, service representatives must show a very good professional first impression when welcoming VIPs.

2. Welcome attitude

Attitude here is very important because it determines the VIP's perception of the whole service. And this welcome attitude is usually hard to enjoy, unless he wants to sell you something, you will feel this way.

Welcome attitude is really important to your distinguished guests. How you should receive your distinguished guests at the beginning will determine the success or failure of your whole service. Therefore, for service representatives, when welcoming VIPs, they must always smile from the heart and treat your VIPs with a welcome attitude.

3. Pay attention to the needs of VIPs

It is the above that we should pay attention to the information needs, environmental needs and emotional needs of VIPs.

situation

Once, Mr. Jin Chen went to a hotel. He took two bags, a big bag and a small bag, because the small bag was full of teaching materials, which was very heavy. When entering the hotel, the doorman helped him open the door, reached out and took his small bag, saying to him, "What can I do for you, sir?" Because the doorman saw that his hand carrying the small bag looked very hard. This shows that the doorman himself is very concerned about the needs of VIPs, and he will look for these things carefully and then meet the needs of VIPs.

4. Pay attention to important people

The service representative should surround the VIP closely, always around the VIP. That is to say, when you provide service for this VIP, even if someone is calling you, you should say "I'm very sorry, please wait a moment" to this VIP first, then you can speak and continue to serve this VIP as soon as you finish speaking. It is very important for distinguished guests to feel that you attach importance to him and take him as the center.

Self-check

According to the pictures, analyze the information, environment and emotional needs of VIPs.

Welcome your distinguished guests.

After the service representative is fully prepared, the next step is to welcome your distinguished guests. Service representatives should do the following work well when welcoming VIPs 1. Career First Impression For a VIP, he is very concerned about what first impression the person opposite will bring him. For the service representative, it is your clothes that give others the impression that you are professional. Your VIP had better be able to quickly judge your occupation and even your professional level as soon as he sees you. When you go to a hospital, you can tell whether this person is a professor, an intern or a nurse as soon as the doctor's office door is opened. Therefore, service representatives must show a very good professional first impression when welcoming VIPs.

2. Welcome attitude

Attitude here is very important because it determines the VIP's perception of the whole service. And this welcome attitude is usually hard to enjoy, unless he wants to sell you something, you will feel this way.

Welcome attitude is really important to your distinguished guests. How you should receive your distinguished guests at the beginning will determine the success or failure of your whole service. Therefore, for service representatives, when welcoming VIPs, they must always smile from the heart and treat your VIPs with a welcome attitude.

3. Pay attention to the needs of VIPs

It is the above that we should pay attention to the information needs, environmental needs and emotional needs of VIPs.

situation

Once, Mr. Jin Chen went to a hotel. He took two bags, a big bag and a small bag, because the small bag was full of teaching materials, which was very heavy. When entering the hotel, the doorman helped him open the door, reached out and took his small bag, saying to him, "What can I do for you, sir?" Because the doorman saw that his hand carrying the small bag looked very hard. This shows that the doorman himself is very concerned about the needs of VIPs, and he will look for these things carefully and then meet the needs of VIPs.

4. Pay attention to important people

The service representative should surround the VIP closely, always around the VIP. That is to say, when you provide service for this VIP, even if someone is calling you, you should say "I'm very sorry, please wait a moment" to this VIP first, then you can speak and continue to serve this VIP as soon as you finish speaking. It is very important for distinguished guests to feel that you attach importance to him and take him as the center.

Self-check

If you are an employee of China Telecom VIP Service Center, you will receive a VIP who handles ADSL business. How are you going to prepare?

situation

Venus Automobile VIP Satisfaction Return Visit (1)

Scene: Li Yu is the VIP manager of Jinxing Automobile Special Maintenance Center. Recently, he made a telephone call back to investigate the satisfaction of VIP. As soon as he arrived at the company this morning, he began to make phone calls.

"Is it Wang Gang?"

"Yes, I am. Who are you?"

"I'm from Jinxing Automobile Special Maintenance Center."

What can I do for you?

"Well, we are doing a VIP satisfaction survey. Would you like to hear your opinions?"

"I am not very convenient now."

"Never mind, it won't take you too long."

"I'm still sleeping. Can you call later? "

"I'm going out later. Besides, what time is it? You're still sleeping. This habit is not good. I have to remind you. "

"I need you to remind me? Call back in two hours. "

"You'd better listen to me now, it's very important to you, otherwise you don't blame me." VIP is dead.

Return visit on satisfaction of VIPs of Venus automobile (2)

Scene: Li Yu is the VIP manager of Jinxing Automobile Special Maintenance Center. Recently, he made a telephone call back to investigate the satisfaction of VIP. As soon as he arrived at the company this morning, he began to make phone calls.

"Hello, is this Mr. Wang Gang?"

"Yes, I am. Who are you?"

"Hello, I'm the VIP manager of Venus Automobile Special Maintenance Center. My name is Li Yu. "

What can I do for you?

"Well, you are an old VIP of our company. In order to provide you with better service, we are conducting a VIP satisfaction survey. Is it convenient for you now? "

"I am not very convenient now."

"Oh, sorry, it affected your work."

"It doesn't matter."

"What time do you think is convenient for you? I'll call you back then. "

"Oh, you can call again at noon."

"Oh, won't that affect your meal?"

"Just call at half past twelve."

"Okay, I'll call you at half past twelve. Thank you. Goodbye! "

Case review

The first return visit was poor, and the questioning tone used by Li Yu was problematic. What's more, he didn't consider the situation of VIP at that time and thought from the VIP's point of view, which led to the return visit failing to achieve the expected effect and left a very bad impression on VIP.

The second return visit was quite successful. Here, Li Yu used some skills to think from the VIP's point of view, which left a good impression on the VIP and will definitely get the expected results in the next return visit.

Summary of this lecture

Service representatives should pay attention to using two important skills when receiving distinguished guests: first, preparation. Service representatives should make full preparations in advance, be able to predict the information, environment and emotional needs of VIPs, and must meet these needs before they can pay attention to their emotional needs, especially those of VIPs. Besides, you should have a welcome attitude. The first impression of professionalism is to pay attention to the subtle needs of VIP, and then pay attention to VIP. If the service representative can make good use of these two skills when receiving VIPs, then the service he provides can be called gold medal VIP service at the stage of receiving VIPs.