Who can give me some advice on the basic etiquette of real estate services? . .

Courtesy is an act of mutual respect and friendliness between people in contact and interaction. It reflects the fashion of the times and people's moral quality, and reflects people's cultural level and degree of civilization. The external expression of politeness is reflected through appearance, appearance, deportment, language and actions. Paying attention to politeness and etiquette not only helps maintain the stability and unity of the entire society, but is also conducive to the healthy development of society. The property management industry belongs to the service industry and the tertiary industry, and serving people is the main form of its production activities. Therefore, when dealing with people and providing good services to customers, paying attention to politeness and etiquette is of great significance to doing a good job in property management.

The purpose of the etiquette reception service in property management is "guests first, service first", which means that we must pay attention to courtesy and etiquette in management and services, so as to satisfy the owners and users and leave them with a lasting impression. Create a good impression and provide polite service, smiling service, and considerate service.

The following points must be paid attention to in property management etiquette and reception services:

1. Pay attention to etiquette and principles. Property management etiquette reception should pay attention to politeness, overcome the idea of ??inferiority in service work, and realize that respecting customers means respecting oneself, so we must adhere to principles and pay attention to politeness in reception.

2. Treat everyone equally and behave appropriately. The objects received by property management etiquette must be treated with enthusiasm. You cannot look at the guests and give them courtesy, let alone judge people by their appearance. You must use high-quality reception services to gain the trust of the owners or users in your work, so that they come here with pleasure and leave satisfied.

3. Be strict with yourself and be lenient with others. In the property management reception service work, owners or users may make some unreasonable or even rude requests. They should be patiently explained and treated with tolerance.

1. Basic etiquette

The most basic etiquette in etiquette reception service work has two categories: one is etiquette reflected in language, such as salutation etiquette, greeting etiquette, and response etiquette. Etiquette; the other type is etiquette reflected in behavior, such as greeting etiquette, operating etiquette and sequence etiquette.

(1) Salutation etiquette

Calligraphy etiquette refers to the titles that service reception staff should use appropriately when talking or communicating information with guests in their daily work.

1. The most common titles are "Mr.", "Mrs." and "Miss". When we learn the customer's name, we can use it with their last name to show our familiarity and importance to them.

2. When you meet a gentleman with a position or professional title, you can put the position or title before the word "Mr.", such as "Mr. President", "Mr. Professor", etc.

Note: In service and reception work, it is important to avoid using "hi" to greet guests. Even if the guests are far away, they should not shout loudly like this, but should take the initiative to greet them respectfully.

(2) Greeting etiquette

Greeting etiquette refers to the use of different polite languages ????by service reception staff to express cordial greetings and care to guests according to time, occasion and objects in their daily work.

1. When meeting guests for the first time, you should take the initiative to say "Hello, how can I help you?"

2. When saying goodbye or seeing off guests, We should also pay attention to greeting etiquette, we can say "goodbye, please, go slowly", etc.

3. If a guest is sick or feels uncomfortable, he or she needs to show concern. You can say "please take care of yourself", "do you want me to call a doctor?", etc.

(3) Response etiquette

Response etiquette refers to the etiquette when answering guests' questions during service reception.

1. When responding to guests’ inquiries, you must stand and speak, and listen with concentration, and do not look sideways or absent-mindedly. During the conversation, you must always keep your spirits up and not be downcast. When speaking, you must keep your face straight. Wear a smile, be cordial and enthusiastic, and do not have a cold expression; you must be slow to respond. If necessary, you need to use expressions and gestures to communicate and deepen understanding.

2. If the guest speaks too fast or is unclear, you can say "I'm sorry, please speak slower" or "I'm sorry, could you please say it again?", and never show any disapproval. Have a patient and impatient look to avoid unnecessary misunderstandings.

3. For questions that cannot be answered or are unclear at the moment, you can apologize to the guest first and wait for inquiries or instructions before answering the questioner. If you promise the guest to answer later, you must keep your word. .

4. When answering guests’ questions, you must be tactful, speak clearly, speak softly, and have a moderate voice. At the same time, you should automatically stop other work during the conversation. When multiple people ask questions, answer them one by one calmly.

5. Respond to guests' reasonable requests as quickly as possible; be able to remain calm and politely refuse excessive or unreasonable requests from guests, such as "I'm afraid not" or "Sorry, we can't satisfy you." "Your request", "I need to discuss this matter with the leader", etc. We must show enthusiasm, education and grace at all times.

6. When guests praise you for your good service, you must not be complacent. You should keep a cool head, smile and answer modestly, "Thank you for the compliment", "This is what I should do", etc.

(4) Welcome and Farewell Etiquette

Welcome and Farewell Etiquette refers to the etiquette of etiquette reception service personnel when greeting and sending off guests. This etiquette can not only reflect our welcome and attention to guests. , also reflects the standard of reception and thoughtful service.

1. When greeting guests, we should stand and speak, and use facial expressions, body language and polite language when necessary; for guests who are old, weak, sick or disabled, we should take the initiative to provide assistance and take appropriate measures at any time. emergency measures.

2. For important guests, if necessary, management personnel and service personnel should be organized to line up in the lobby or at the door to welcome important guests. The teams should be lined up in rows, full of energy, neatly dressed, and smiling.

(5) Operating Etiquette

Guidance

1. When guiding guests, you should walk in front and left of the guests, keeping a distance of 2-3 steps, and follow Move forward easily at the pace of your guests.

2. When encountering a corner or a step, turn back and signal to the guest, "Please be careful."

3. When leading guests, use polite expressions such as "Please follow me", "Please this way", "Please come inside".

4. When seeing off guests, you should be about half a step behind the guests.

2. Instrument, appearance and appearance

(1) Instrument, appearance

Basic requirements for instrument and appearance:

1. Before taking up the job, you should dress according to regulations. Clothing should be clean and tidy, leather shoes should be polished, and cloth shoes should be brushed.

2. Consciously wear your job number plate or name tag. The job number plate should be worn correctly above the left chest.

3. Appropriate make-up and grooming, uniform and standardized hairstyle, and regular manicure; remove unnecessary accessories when going to work; men’s hair roots should not exceed the collar, no beards or big sideburns; women should not wear shawl hairstyles , no heavy makeup.

(2) Appearance

Specific requirements for appearance:

1. Standing posture:

The basic requirement is to "stand like a pine tree" .

The key to correct standing posture is: upper body upright, head straight and eyes level, chest raised and abdomen drawn in, waist straight and shoulders level, arms drooping naturally, and legs leaning together to stand straight.

There are roughly three standing postures: side posture, front abdominal posture, and back posture. Do not appear arrogant or lazy.

2. Sitting posture

The basic requirement is to "sit like a bell".

Basic essentials: Keep your upper body straight, your back slightly leaning against the back of the chair, your legs naturally bent, your feet flat on the ground, and pay attention to the correct placement of your hands, feet, and legs.

3. Gait

The basic requirement is to "walk like the wind"

Basic essentials: the center of gravity of the body should be slightly forward, the head should be pointed straight ahead, and the eyes should look straight. With a smile on your face, your arms swing naturally, your steps are moderate and even, and your steps are light and steady.

4. Gestures

When talking to guests, don’t use too many gestures, don’t make too big movements, and don’t dance around.

When leading the way or indicating the direction, do not point with your fingers.

5. Expression

Smiling and smiling service are conducive to two-way emotional communication and better work. We must establish a good atmosphere of "welcoming guests from all over the world with a smile".

Requirements for smiling:

1. When smiling, the forehead should be kept smooth and the brows should be stretched, and should not frown or raise the eyebrows.

2. Squint your eyes slightly, look directly at the other person with candid gaze.

3. The corners of the mouth are raised, and the teeth are slightly exposed between the lips.

3. Commonly used polite expressions

(1) When answering the phone:

Hello

Hello, property management company

What is your last name?

Can I help you?

When you can’t hear clearly what the other party said——

I’m sorry, sir, I didn’t hear clearly what you just said. Could you please repeat it?

Sir, do you have anything else?

I'm sorry, sir. Is it appropriate for me to repeat what you just said?

Can you hear me clearly?

When the person the other party is looking for is not here——

Sorry, he is not here. Is there anything I need to tell him?

Thank you and goodbye.

(2) When making a call

Hello sir, I am ** Management Company, please call Mr. **.

When the person I am looking for is not there——

Can you tell him for me?

Thank you and goodbye

(3) When users make complaints by phone

Hello, sir! **Management Company.

Which company are you from?

Sir, what is your surname?

Please tell me the details, please?

Sorry, sir, I will deal with this issue immediately and will reply to you around ** time. How can I contact you?

You can rest assured that we will take immediate measures to satisfy you.

Sorry for causing you any trouble.

Thank you for your opinion.

(4) When users come to complain

Hello, sir! How can I help you?

Sir, what is your surname?

Can you tell me the details?

Sorry for causing you any trouble.

If the power or ability cannot be solved——

Sorry, sir, the problem you reported cannot be solved temporarily for some reason. I will report your situation to the company leaders. We will give you a satisfactory answer as soon as possible.

When the complaint cannot be handled immediately -

I'm sorry to keep you waiting. I will immediately feedback your opinions to the relevant departments for processing, and will give you an email at about *** time You have a reply. Please rest assured.

Thank you for your opinion.

(5) When users report indoor projects for repair

Hello, service center. Where do you need repairs indoors?

Can you leave your name and contact number to facilitate repairs?

Thank you for your cooperation. We will send someone to repair it as soon as possible and give you a reply within ten minutes.

(6) During charge management

Hello, sir! Are you here to ask for management fees? What's your room number, please?

You should pay *** yuan for management fees this month, *** yuan for last month’s electricity bill, and *** yuan for maintenance fees

We will charge you *** yuan and get your money back** *Yuan.

This is your invoice, please keep it safe.

Thank you and goodbye.

(7) User telephone consultation management is time-consuming

Hello, sir! Is there anything I can do to help?

Please wait a moment and let me check it for you.

Your company’s management fee*yuan, electricity fee*yuan, maintenance fee*yuan, warehouse rent*yuan*yuan for *month, *** total*yuan. Are you planning to pay?

See you soon.

8. Collection of management fees

Hello, sir!

Your company’s management fee for *month has not been paid yet. We have issued the "Payment Notice" on *, and you must have received it. Now let me remind you that according to the management agreement, the management fee should be paid before the 15th of the month. Overdue management companies will charge a late payment fee of 0.1.