What is Fat Donglai’s slogan?

1. Environmental hygiene

1. The countertop should be clean and tidy. All kinds of ticket books, water boxes, and calculators on the table should be placed neatly and orderly. They are not allowed to be placed unrelated to work. items.

2. Computers, phones and other equipment should be kept clean and functioning properly.

3. The mailbox should be kept clean and tidy, with no offset printing or damage, and the guestbook and pens should be placed in designated locations.

4. Returned goods are placed in designated locations according to categories.

5. The service desk and return friendly reminder signs should be kept clean, tidy and with clear fonts.

6. The floor must be cleaned in time and the floor tiles must be kept without damage or cracks.

2. Appearance

Appearance: Maintain a good mental outlook when taking up the job.

1. Hair: The hair should be neatly groomed and free of dandruff. The hair should be no more than eyebrow level. Long hair should be tied up. For male employees, hair should be no more than the ears and the back no more than the neck.

2. Facial: Clean teeth, fresh mouth, and clean shaven beards for male employees.

3. Wearing: Only watches can be worn as accessories. Female employees are required to wear light makeup when working and are not allowed to wear accessories or alternative headwear.

4. Hands: Nails should be cut and cleaned regularly. Female employees should place their right hand on their left hand when standing, while male employees should naturally droop their hands when standing.

Instruments

1. Work clothes: Work clothes should be clean, neat, ironed, of moderate size, with all buttons, and trousers of moderate length.

2. Work ID card: The work ID card must be worn according to the company's requirements. The photo must be a one-inch color work uniform photo with a red background, and the printout must be complete and clear.

3. Shoes and socks: Wear company-specified shoes and socks.

3. Job Responsibilities

1. Comply with the "Employee Handbook" and various rules and regulations formulated by the company.

2. Maintain and display a good mental outlook of Fat Donglai.

3. Be enthusiastic and proactive in receiving every customer.

4. Be patient, kind and calm when handling customer complaints. If the problem cannot be solved beyond your own authority, report it to the supervisor in a timely manner and keep a good record of customer complaints.

5. Check the customer message book in the mailbox, contact the customer within 24 hours, and thank the customer for their opinions and suggestions.

6. Learn more about the promotional activities carried out in the store to facilitate customer consultation.

7. Do a good job of refunding the price difference.

8. Register the goods required by customers in a timely manner, report to the regional supervisor, and make follow-up calls.

9. Keep records of daily returns, report goods with quality problems in a timely manner, and fill in the "Product Return Detailed Form".

10. Check the balance and consumption details of the Home Card for customers, and add magnets to the degaussed Home Card.

11. Provide invoice business and handle membership card business for customers.

12. Ensure that the accounts are cleared every day and the accounts are balanced.

4. Service Standards

Behavioral Standards

1. You are not allowed to be late for work or leave early, and you are not allowed to sign in and out on behalf of others.

2. The attendance system must be strictly implemented, and those who need to ask for leave must complete the sick leave procedures.

3. It is not allowed to eat onions, garlic and other smelly foods before going to work, and it is not allowed to work after drinking.

4. During work, no personal phone calls are allowed, and no shopping is allowed (except for business and customer calls).

5. It is not allowed to chase, chat, or sing songs in the store, and it is not allowed to leave empty posts and hinder other people's work (except for serving customers).

6. During business hours, you are not allowed to put your hands on your hips, fold your arms, or put your hands in your pockets in public.

7. When coughing or sneezing, you should turn back and avoid it. If you are receiving a customer, you should say "I'm sorry" and you are not allowed to drink water in front of the customer.

8. It is not allowed to shout or talk loudly in the store or affect customers' shopping.

9. While on duty, no complaints, no words or deeds that are detrimental to work, such as working with emotions, etc. are allowed. Bargaining or making conditions is not allowed during work.

10. When attending a meeting according to the specified time and number of people, the mobile phone should be turned off or set to silent, and the person should take the initiative to bring a pen and notebook.

11. When participating in large-scale collective activities, you must maintain the company's image, enter and leave the venue according to the specified time, and clean up the debris you carry when leaving.

12. If you see peelings, paper scraps and other garbage in the store, you should take the initiative to pick it up and put it in the trash can, develop good hygiene habits, and clean it easily.

13. You must wear a mask if you have a cold, and spitting is not allowed.

14. Littering is not allowed and smoking is not allowed in the work area.

15. When riding motorcycles and electric scooters, you must wear a helmet and have a valid ID. Drunk driving is not allowed.

16. When getting on or off the elevator, you should stand on the right side of the elevator.

Service terms

1. When a customer is dissatisfied, you should say: OK, OK, please wait, I am very sorry, and I will handle it for you immediately; when it exceeds your authority , should be reported to the supervisor immediately for resolution.

2. When the customer comes to the service desk, the service staff stands up and gestures to the customer with a smile: "Hello, do you need help?"

3. For Always smile and speak in a friendly tone during customer service.

4. When handling returns, quote the product selling price and refund amount, and remind the customer to count the money in person: "Hello, this product is 50 yuan, and I will refund you 50 yuan. Please click Good money, go slowly." Hand the money and tickets to the customer with both hands.

5. After handling the adjustment and return for the customer, the customer should say: "Please walk slowly and walk well" when the customer leaves.

Taboos:

1. Never use simple words such as "Hey" or "Hello" to treat customers.

2. It is forbidden to talk about customers behind their backs or point fingers behind their backs.

3. It is forbidden to use "This is not my responsibility", "This is not our fault", "This cannot be returned", etc. Try not to use negative words, and do not judge people by their appearance.

5. Work flow

Before business

1. Sign in 10 minutes in advance and check your appearance.

2. Clean the work area and provide customers with a beautiful, neat and clean environment.

3. Open the customer's message mailbox, organize the guestbook and submit it to the store manager on duty.

4. Prepare supplies needed for work, such as water boxes, calculators, phone books, and return receipts.

5. Be familiar with the day's promotions and specials to facilitate customer consultation;

6. Turn on the computer and invoice machine to check whether the network is running normally and whether the phone can be used normally.

7. Prepare a reserve fund for returns.

8. Greet customers energetically.

Open

1. When customers have difficult questions and need our help, we take the initiative to ask and answer patiently.

2. Do a good job in refunding the price difference.

3. Normal return of goods will be completed within 5 minutes on the premise of customer satisfaction.

4. To prepare the reserve fund for returns, go to the finance office and report the total amount of returns and price differences of the previous day to the financial supervisor. After verification and verification, send the cash to the service desk for use on the day of returns.

5. Register the goods required by customers in a timely manner, report to the regional supervisor, and make a return visit by phone.

6. Be patient, kind and calm when handling customer complaints. If the problem cannot be solved beyond your own authority, report it to the supervisor in a timely manner and keep a record of the customer complaints.

7. Noon handover content:

a. The specific content of the morning meeting; b. Unfinished customer complaints, customer contact information that requires a return phone call and the reason for the return visit; c , there is information about promotional products on that day; d. Customers’ lost items must be clearly explained.

8. The items returned every day will be inspected by quality inspectors and then returned to the store in categories:

A. The distribution inspection personnel will accurately inspect the returned items every day, (Heilian The inspection personnel will hand it over to the person in charge of the cashier for computer return after checking the number of pieces);

B. Accurately calculate the total amount of returns on the day, and the inspection personnel will hand it over to the computer operator, and work with the cashier from The return amount printed on the computer is consistent;

C. Write down the returned goods on the same day on the return details, explain the reasons for the return in detail, and give it to the computer technician to upload on the company website the next morning.

9. Detailed breakdown of the day's price difference and amount of fees for each course and location. Compile the expense list (signed by each director).

10. Products with quality problems should be reported in a timely manner. Complete the "Product Quality Return Details Form" uniformly.

11. 10 minutes before seeing off guests, check the remaining cash, price difference, fees, damage reports, and bonus cards received after the day's return 10 minutes ago. The reserve funds collected on the wrong day must be consistent, and the daily accounts must be clear and balanced. .

After business:

1. Clean the workbench and place cash and data items in the financial room.

2. Clean the area, turn off the power, and unplug the socket.

3. Assist on-site personnel to do other follow-up work after the business closes.

4. After arriving home, check the safe text messages sent by employees.