Receptionist workflow

Receptionist’s work process

Receptionist’s work process, etiquette is a collective term for etiquette, courtesy, manners and rituals. The behavior of reception staff is crucial to creating a good corporate image and laying the foundation for further in-depth interactions. The following shares the receptionist’s workflow. Receptionist’s work flow 1

1. Understand the situation. After accepting the reception task, first find out the other party's number of people, position, type of vehicle (train number), flight arrival time, purpose of coming, possible stay time, and the intentions and requirements of our leaders in reception.

2. Arrange food and accommodation. Based on the information learned, we will promptly work with the management department to arrange rooms accordingly, and urge service staff to improve indoor hygiene and prepare hot and cold water, etc.; according to the determined food standards, notify the management department and the guest house in advance to arrange meals.

3. Pick up from the station (machine). According to the train (flight) time of the guest, we will greet the guest at the station (airport) in advance, help the guest pick up the gift, and guide the guest out of the station to take the bus.

4. Welcome. Wait in advance at the place where guests are scheduled to arrive. When guests arrive, greet them warmly, take the initiative to introduce yourself, and guide guests to the dormitory to wash up and rest.

5. Introduction. After the guests are arranged, report to the relevant head of the unit in a timely manner. When the leaders of both parties contact each other, if necessary, the reception staff should introduce the identity of our leaders to the other party.

6. Understand the activities. Understand and solicit the activities and work arrangements of superior leaders after their arrival, so that they are well aware of it.

7. Prepare the event venue. Notify the relevant personnel of both parties in advance and urge our service personnel to provide good protection.

8. Dining. Calculate the number of people dining, inform our accompanying persons in advance, and arrange the number of tables and seats if necessary.

9. Arrange extracurricular activities. According to the guests' interests and hobbies, consider arranging recreational activities in extracurricular time in advance.

10. Book a return ticket. Know the departure date of your guests in advance and book tickets.

11. Send off. Prepare the vehicle in advance and notify our leaders to see you off.

12. Notify the pick-up unit. Notify guests in a timely manner to greet them at the unit.

13. Do the finishing work. Settle accounts with relevant departments in a timely manner so that guests can be seen off and things are done.

Issues that should be paid attention to when doing a good job in reception

1. The work must be very detailed. To do a good job in reception, you need to be diligent with your brain, mouth and legs. You must think carefully and do it practically. Many problems in reception often arise from the word "crude". Therefore, reception must be meticulous and meticulous, and must not be careless.

2. The attitude must be enthusiastic. Regardless of the status of the visitor or the size of the "brand", the visitor must be greeted with a smile and greeted with joy, so that the visitor will feel warm and at home, as if he were a guest.

3. The reception must be targeted. Reception work is a science with a lot of knowledge. The people being received have different interests and hobbies. We must be targeted, distinguish the situation, and conduct reception in a targeted manner. Receptionist's work flow 2

1. Customer reception process.

Say hello. After receiving a customer, the first thing to do is to greet the customer warmly and greet the customer.

Introduce sitting. After a brief greeting, politely introduce the customer to the guest seat and ask the customer to wait.

Pour a glass of water. Then turn around and pour a cup of tea to the customer. The tea is usually more than half a cup, and the cup should not be filled to the top. The tea should not be overfilled, and the customer should be reminded to prevent scalding them.

Ask why you are here. After giving the water to the customer, sit next to the customer and have a simple communication with the customer to see what the customer's purpose is and whether they have an appointment, and then proceed to the next step based on the customer's intention. .

Get to the point.

After understanding the customer's intention, according to the customer's intention, if the customer has made an appointment in advance, the customer will be directed to the person to whom the appointment is made. If the customer comes to learn about the company's related products or services, you can ask a dedicated person to introduce it.

2. Skills in receiving customers.

Enthusiastic and generous. You must be warm and generous when receiving customers, and use the most enthusiastic service method to serve customers, so that customers can feel the company's sincerity, feel the company's good service and good atmosphere.

Service with a smile. Receiving customers, if you want to successfully retain and conquer customers, as a receptionist, you must insist on serving with a smile, so that customers can truly feel respected.

Dress appropriately. When receiving customers, you must also dress appropriately. After all, it is a matter of the company's image. As a receptionist, you must dress appropriately to not only show your personal qualities but also represent the company's image. This is the necessary quality for reception staff.

Be neat and tidy. As a receptionist, when receiving the company's customers, you must use the best image to receive them, because you are not representing you personally at this moment, but the company. Therefore, as a receptionist, you must insist on being neat and tidy to make yourself look good. Be spirited and energetic.

Low and generous. As a company receptionist, you must also be a down-to-earth and generous person, not shy in doing things, calm in situations, not inferior or arrogant, and receive every customer with a humble attitude. Receptionist's work flow 3

Basic aspects of customer reception

1. Establishing a good impression is the first step - welcoming guests

In the interaction between the shopping guide and the customer In a relationship, the first impression is very important. No one has a second chance to make a first impression. A good first impression is usually established when welcoming guests.

When customers are 6 meters away from the store entrance, they must shout: "Hello, XXX Jewelry welcomes you." Other employees must smile and greet customers when they see them. Customers should be addressed in an appropriate tone after entering the store. Be civilized, polite, enthusiastic and generous.

2. Opening the topic is the second step - breaking the ice

Accurately determine the type of customer: learn to strike up a conversation with the customer and quickly open the topic.

Through careful observation of customers, we start by praising customers, starting with the weather, starting with beauty, and starting with praising children. . . .

3. Deepening understanding is the third part - demand identification

Have you ever known our XXX brand before?/Is this your first time to a XXX brand store?

Understand customer style, product preferences, price, etc. through direct or indirect information. .

Direct understanding: style, user, age, etc.

Indirect understanding: budget, purchasing ability. . .

4. Attracting customers is the fourth step - value creation

Communicate with customers to determine their target products, introduce them in detail, and create attraction points for customers , brand, quality, style, etc. are vividly explained

5. The use of sales tools is the fifth step - customer testimony

Qualification certificate, customer testimony, brand strength, on-site test props, Information about customer reviews and pictures of customers wearing it at home.

Sixth, stimulating the transaction is the sixth step - sales force order

After the customer is satisfied with the product and has discussed the price, style, size, etc., it is necessary to ask the customer to sign the order. , dig deep into customers' deep requirements and concerns for further comparison, and help customers resolve doubts on the spot. Each customer must proactively request a signature.

7. Leaving customer information is the seventh step - seeing off the guest

When customers leave the store, they must choose to ask the customer to make a service registration record. The customer's detailed information, etc., are registered in the "Enter the Store" "Customer Registration Book", you can leave customer information for the purpose of providing services or giving gifts.

When a customer leaves the store, the shopping guide should personally and enthusiastically deliver it to the door, making a pre-delivery and return receipt, so that the customer can feel the importance and enthusiasm for her.

Shopping customers must be reminded of matters needing attention and communication time arrangements, etc.

8. Let customers remember you is the eighth step - send a check-out text message

In sales, every communication with customers must achieve a purpose, either to close a transaction or to Establish the next communication opportunity. After we send the customer away, remember to send a check-out text message within 5 minutes of the customer leaving the store to maintain the relationship with the customer and lay the foundation for the next communication. Here are two basic small templates to share with you:

Purchased customers: Hello sir, I am the little king of XX brand. Thank you very much for choosing XXX brand and for your recognition and support of me. If you have any needs for products, please contact me in time. I will be very happy to serve you. I wish you all the best and happiness!

XXX Brand Xiaowang. Customers who have not purchased: Hello, madam, I am very glad that you visited the XXX brand store today. Although we were not able to finalize your product today, we will match you with better products according to your needs and requirements again for you to choose. We will do it in a timely manner. Contact you and look forward to your next visit!XXX Brand Xiaowang