Welcome etiquette and service standards.

Welcome etiquette and service standards.

In order to further improve the overall quality and service level of security guards in shopping malls, shape the image of civilized and polite employees, cultivate professional ethics of caring for their posts, standardize and promote etiquette, and establish a good image of shopping malls.

Welcome service principle: What should you do to welcome customers? Four tones? Service: there is a greeting sound when guests come, an answer sound when asking, an explanation sound when asking, and a farewell sound when guests leave.

First of all, greet customer service etiquette.

"Etiquette requirements"

1, the station is reasonable and the door is opened in time.

2, greetings in time, smile service.

3. Respect the old and love the young, and provide orderly service.

"operating standard"

1. The usher should stand on the left side of the store door.

2. When standing, hold your chest out, keep your heels together, straighten your legs, look forward, smile, and overlap your abdomen with your hands in front of you (right hand on top, left hand on bottom).

3. When the customer enters the store, open the door with his left hand and guide the customer into the mall with the other hand according to the standard gesture.

When you open the door, you should greet the customer with a smile and bow 15 degrees. Hello, welcome, please! ? When receiving group customers, you should repeat greetings many times so that every customer can hear you. However, it should be noted that repeated greetings are not simply repeated with a single expression, but welcome every customer from the heart.

When greeting, you should look at the customer instead of looking around, which is extremely impolite.

When several customers enter the store at the same time, you don't have to give a welcome speech to each customer, but you must smile and nod to each customer who enters the store.

7. The welcome reception should be held in the order of female guests first, male guests first, foreign guests first and domestic guests later.

8. When the customer asks for a location, the usher should clearly point out the direction for the customer with standard sign language. The gesture of standard sign language is that the fingers are naturally close together, on the same plane, at a 45-degree angle with the ground to indicate the correct direction.

9. In case of customers with mobility difficulties, such as the disabled, the elderly and children. The usher should take the initiative to greet them and ask if they need help. When serving the disabled, they must be moderate and must not hurt their self-esteem. If you are a foreign customer, you can't take the initiative to help, but you should get the customer's consent first.

10. When it rains or snows, if the customer carries rain gear with him, the usher should take the initiative to help the customer put on the umbrella cover. Before the customer enters the mall, the usher should remind the customer to dry the soles on the mat to avoid slipping.

1 1. If the customer who enters the mall happens to be smoking, you need to remind the customer: Excuse me, sir (miss), this is the non-smoking shopping center. Please don't smoke. Thank you for your cooperation. ?

12. When customers enter the mall angrily, first appease the customers and stabilize their emotions, and then offer help.

Second, the etiquette of seeing the guests off

"Etiquette requirements"

1, the station is reasonable.

2. Open the door at the right time.

3. Active servicemen.

4. Say goodbye politely.

"operating standard"

1. The usher is standing on the left of the gate. Customers should open the door in time when they leave the store, and should take the initiative to nod and say to the departing customers? Please walk slowly! Welcome to visit again? . Watch the customers leave.

2. Pay attention to the process of customers going out. Customers should take the initiative to ask if they need help when they find themselves inconvenient to move and have too much hand luggage and goods, and tell them to take care of their belongings to avoid losing them.

3. The operating standard of customer etiquette for the farewell team is that the usher should stand on the left side of the gate, nod to the customer and thank the customer on behalf of the mall. Welcome to visit again.

4. When it rains or snows, if the customer carries rain gear with him, the usher should take the initiative to help the customer take off the umbrella cover. Before the customer leaves the store, give the customer a care, such as? The road is slippery outside, please be careful! ? Or? It's very cold, please keep warm! ? Careful care will bring warmth to customers.

5. Watch the customer leave, and then gently close the door after the host can't see it. It is extremely impolite to be careful not to pinch the clothes, skirts and articles of customers when closing the door.

Third, welcome service specification.

1. Greeters should strictly abide by the rules and regulations of the mall, and have a high sense of responsibility and enthusiasm for service.

The usher serves the customers at the gate of the store and thanks the customers for coming on behalf of the store.

3. Insist on smiling service and honorific service, and greet every customer who enters or leaves the store.

4. The greeter shall conduct self-inspection on gfd before taking up his post, and his appearance shall be dignified and tidy, which meets the requirements of the mall.

5. Stand upright (according to the requirements of standing posture), be full of energy, smile, and do a good job of welcoming guests with polite manners and warm and thoughtful service.

6. The work number plate is worn on the left chest. It is forbidden to wear damaged, illegible and dirty work number plates, and it is not allowed to wear work number plates in series.

7. The usher should dress according to the requirements of the shopping mall. Clothes should be flat and clean, without dirt, and neckline and cuffs should be kept clean.

8. When the usher is on duty, he should answer all the customers' inquiries, be enthusiastic, use civilized language and honorific words in customer service, speak loudly, with a moderate volume, naturally and without affectation.

9, always pay attention to and check whether the shuttle bus is responsible for the door handle, glass, etc. Whether it is in good condition, if found, repair it in time.

10, pay attention to the health work around the gate, keep the environment around the post clean and tidy, and maintain the order in front of the gate.

1 1. Note:

1 1. 1 When opening and closing doors for customers, pay attention to safety to prevent customers from colliding or squeezing;

1 1.2 If the ground is slippery in rainy and snowy days, it is necessary to set up eye-catching signs and verbally remind customers to be careful of the slippery road surface, and take the initiative to put on umbrellas for customers entering the store to provide customers with quality services, and provide anti-skid dust removal pedals at the door.

Four, greeter mount guard and guard, succession system

1. Before entering the business premises, the guide must get dressed, wear gloves and test headphones, and arrive at the post on time according to the route specified by the department. (The posture and mental outlook should meet the requirements of the department)

2. When the usher is relieved of duty, the relieved person in charge or successor must follow the route designated by the department at a normal pace (posture and mental outlook meet the requirements of the department) and stand on the same plane with the relieved person. After both parties visually hand over related matters in front, the exchanged personnel take a step back and turn left (right) to rest or change clothes at a normal pace according to the route designated by the department (the posture and mental outlook meet the requirements of the department).

Verb (abbreviation of verb) Detailed evaluation rules

1: If the usher violates the operating standards, service specifications and the system of changing posts and handover, the monitor will deduct 3 points for each item, 3 points for each item and 2 points for each item of the monitor on duty. If the store and group leaders find problems in the past, they will deduct 3 points from the performance appraisal of the greeter in the current month, and the monitor on duty and the department head will assume corresponding management responsibilities and deduct them.

2. If the words and deeds of the greeter have a positive or negative impact on the department or the store during their on-the-job service, they will be rewarded and punished according to the reward and punishment provisions in the store employee manual. ;