Etiquette knowledge of the front desk reception team of the dental clinic

Etiquette knowledge of the front desk reception group of the dental clinic

The concept of etiquette

1. The concept of etiquette Etiquette is how people behave in social interactions Gradually formed norms and guidelines that everyone must abide by.

1. From the perspective of personal cultivation, etiquette is an external manifestation of a person’s inner cultivation and quality.

2. From a communication perspective, etiquette is an art and a method of communication.

3. From the perspective of communication, it is the skill of mutual communication in interpersonal communication.

The Importance of Etiquette

2. The Importance of Etiquette

Etiquette can not only effectively show a person’s upbringing, grace and charm, but also reflect a A person's level of social cognition, personal knowledge, cultivation and value. Etiquette is a necessary condition for improving personal quality and unit image; it is the foundation of a person's conduct, the lubricant of interpersonal relationships, and the added value of modern competition. "If you don't learn etiquette, you can't stand up" has become people's common sense. ?Strengthening personal qualities internally and shaping the image of the unit externally? is an appropriate evaluation of the role of etiquette.

For enterprises, etiquette is an important way to express the company's humanized service and care for customers.

With the development of science and technology and the development of information, a company's technology, products, marketing strategies, etc. can easily be imitated by competitors, and represent the company's image and service awareness, which are demonstrated by each service staff His thoughts, consciousness and behaviors are inimitable.

That is to say, under the conditions of market economy, the competition of goods is the competition of services. How to put customer service first and provide customers with standardized and humanized services to the maximum extent to meet customer needs is the biggest challenge faced by modern enterprises. Therefore, modern enterprises must work hard on service to achieve sustained and strong competitiveness in the same industry.

For service personnel, how to do a good job in service requires not only professional skills, but also an understanding of service etiquette: a warm and thoughtful attitude, keen observation skills, good oral expression skills, and flexibility and standardization. event handling capabilities.

What is service etiquette? It is the behavioral norms and practices for service personnel to show respect and friendliness to customers through speech, behavior, behavior, etc. at work. Simply put, it is the etiquette norms and work art applicable to service personnel in the workplace. Service etiquette is the specific process and means that embodies service, making the intangible service tangible, standardized and systematic.

Tangible, standardized and systematic service etiquette can not only establish a good image of service personnel and enterprises, but also shape service standards and service skills that are popular with customers, allowing service personnel to win in their interactions with customers. Understanding, goodwill and trust.

Image etiquette

(1) Dress code

1. Customer service staff must wear the company’s uniform during working hours and are not allowed to match them casually.

2. Each employee’s license plate must be worn on the left chest according to unified standards.

3. When wearing uniforms, the clothes must be kept neat and clean, and the collar of the white shirt must not be stained.

4. Wear black leather shoes with heels and flesh-colored stockings. Stockings must not have any snags or wrinkles.

(2) Appearance

1. Hands and nails must be kept clean and neatly trimmed at all times. Dark nail polish is not allowed, and there is no dirt between the nails.

2. No exotic jewelry is allowed to be worn during working hours. No exposed jewelry is allowed to be worn except for watches and wedding rings.

3. Long hair must be tied up and must not be let down or block the line of sight. Do not dye different types of hair or perm strange hairstyles.

4. Wear light makeup to work as required, keep your makeup neat and tidy (at least use colored lipstick and foundation), and those with darker skin tones must use foundation with better coverage and cheeks. Red is used to modify it, and the lipstick color is bright red and orange. Dark colors such as purple and gray are not allowed.

5. Trim nose hair regularly to avoid secretions remaining in the corners of the eyes, and pay attention to oral hygiene. ;