The process of receiving visiting customers

The process of receiving visiting customers

In the process of receiving visiting customers, reception is a very important job. Good reception can make guests feel good, which is the face of the company. So what kind of reception order is correct, how to do it, and the process of receiving visiting customers.

The process of receiving visiting customers 1 business reception etiquette process 1: full preparation before reception

1, to understand the basic situation of customers.

The first step of business reception is to know the basic situation of customers, including company, name, gender, nationality, occupation, position, level and the specific number of people to visit;

There are also some details, such as the specific date, time and place of the visit.

Step 2 determine the welcome specifications

Determine the specific reception specifications according to the specific situation of customers.

Step 3 arrange the reception session

Arrange reception vehicles, customers' vehicles, customers' catering and accommodation, etc. within the prescribed standards.

4. Selection of business receptionists

Select reception staff and arrange all aspects of reception work according to their working ability.

Business reception etiquette process 2: service work in reception

Business reception service is the central link of the business reception process, and it is a direct face-to-face service reception process.

In this process, we should organize the implementation according to the requirements of the reception plan, be serious and responsible, and meticulously complete every reception service.

At the same time, according to the changing situation, the original plan should be revised and implemented in time.

Business reception service requires receptionists, especially the person in charge, to grasp the overall situation and be good at coordination and communication; Pragmatic, good at improvisation; It is necessary to ask for instructions and report to superior leaders in a timely manner.

Be good at integrating all forces, unite as one, and complete the reception task.

1, customer reception and accommodation arrangements

Arrive at the designated place in advance to meet the customer. If leaders and relevant departments pick up customers at airports, stations and docks,

It is necessary to determine and inform the assembly time, place, ride arrangement and departure time in advance.

Help customers contact the airport or station to sign tickets and pick up luggage.

According to the reception policy and reception plan, arrive at the hotel guest house where you are staying or dining, and implement the welcome reception etiquette.

After the customer arrives at the residence, arrange the staff to distribute the luggage and send the reception manual (including housing arrangement, activity schedule, bus arrangement,

Dining time, place and related matters needing attention. ) to customers.

Step 2: banquet

The accompanying meal leader goes to the banquet place first;

Master the number, time, place, method and standard of banquet, and inform the hotel in advance;

Carefully prepare the banquet menu and design the banquet;

Place the seat card and check it. The reception staff arrived at the banquet hall one hour in advance to supervise and inspect related services;

Serve food and drinks in strict accordance with the proposed banquet menu, handle special circumstances according to the intention of the host and accompanying leaders, and accurately grasp the rhythm of serving, not too fast or too slow;

The receptionist actively guided the customers to sit down and leave.

3. Arrangements for business meetings and talks

Make clear the basic situation of business meeting, including the name, position, number, purpose, participants and nature of the meeting (talk).

Relevant personnel and departments should make the following preparations:

Inform the relevant departments and personnel of our company in advance to prepare for the meeting (talk);

Determine the meeting (talk) time, arrange the meeting (talk) place and seat;

Determine the recorder, if translation, photography and news reporting are needed, determine the translators and photographers in advance and inform the reporters;

The business receptionist greets customers at the door first. Our staff should get up and greet the customers as soon as they enter the conference room.

If you need to take a photo with both sides of the talks, arrange to take a photo after the two sides shake hands.

4. Business inspection arrangement

All preparations for the visit must be made in advance, including materials and vehicles for the trip;

Arrange leaders and accompanying personnel in advance;

Responsible for related service work and liaison and coordination with foreign guests;

Assist the reception area to deal with on-site emergencies during reception;

Introduce some basic information along the way to customers in time during the trip.

5. Business, leisure and entertainment

Solicit customers' opinions and arrange activities according to customers' preferences and habits.

Arrange the venue and determine the activity time.

Arrange movies, fitness, sports and other entertainment activities, hold literary evenings, and make relevant preparations before reception.

Grasp the duration of activities flexibly according to customers' interests.

Business reception etiquette process 3: work after reception

The later work of business reception mainly refers to the farewell work and experience summary after the reception work.

1. Say goodbye to visiting customers

Farewell is the last service in the whole reception process, so we should take it seriously and leave an unforgettable impression on our customers.

Check whether the arrival time and place of the flight or train left by the customer have changed and the plane (train) has stopped.

According to the reception policy and reception plan, design and implement the farewell etiquette.

In order to show solemnity, the people attending the reception service lined up at the customer's residence to see them off.

The farewell personnel watched the customer's plane and train before returning.

Step 2 sweep your tail

It mainly includes cleaning rooms, settlement of reception expenses and data collection and archiving.

Step 3 sum up experience

After each reception task is completed, we should sum up it in time. Affirm achievements, find out gaps, and commend units and individuals that have made outstanding contributions.

Summarizing the experience and lessons can deepen the understanding of the law of reception work and promote the continuous improvement of reception work.

The process of receiving visiting customers. Write the reasons for the plan.

Background and importance are the guiding ideology of work.

Second, the reception principle

Three. Steps and precautions of greeting and reception

Fourth, the way of reception.

1, determine the number of welcoming staff and reception staff.

2, welcome etiquette, reception etiquette basic knowledge, reception etiquette education and training.

Step 3 prepare gifts

4. Welcome to take the transportation. V. Arrangements for company visits. The intransitive verb tour route. Seven. Accommodation arrangements Eight. Handling of emergency situations. Nine. Matters needing attention in reception etiquette.

First, shake hands.

1, shake hands moderately, everyone can practice. Too light to be despised. It's too heavy, not good. Handshaking time: about 5 seconds. Before holding hands tightly, count 1, 2, 3, 4, 5 in your mind.

2. Men can't shake hands with women. He can't shake hands with women unless she comes out first.

Second, welcome etiquette.

1, first introduce the number one, and then introduce them in turn. Hello! This is Chairman Yao of our company, and this is Vice Chairman Zhang.

2. Introduce men to women. Hello, I'm Mr. Wang.

3. Introduce the younger one to the older one. Hello, General Manager Liu, I'm Xiao Wang. Do not change it.

When picking up people at the airport, take the luggage and arrange accommodation. "hello! Thank you very much How was your trip? "

Third, the reception etiquette

1, guide, walk in front of the guests. Go upstairs and downstairs for a step or two in front of the guests. Don't walk too fast.

Take two or three steps at a time. Some guests, especially women, can't walk in little skirts. If you take two or three steps at a time, she will have to run behind to keep up with you, which will make people tired.

2. Let the guests go inside the stairs. The master is outside. The inside is the side around the center. That's about it. Please arrange and write the rest according to your actual needs.

The process of receiving visiting customers.

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

Come in and sit down. After a brief greeting, politely introduce the customer to the guest and ask the customer to wait a moment.

Pour a glass of water. Then he turned and poured the customer a cup of tea. Tea is usually half a cup and can't be filled. Don't be too full of tea, and remind customers to avoid scalding customers.

Ask what you are doing here. Give the water to the customer, then sit next to the customer, communicate with the customer simply, see what the purpose of the customer's visit is, see if they have an appointment, and then proceed to the next step according to the customer's purpose.

Cut to the chase. After understanding the customer's purpose, according to the customer's intention, if the customer has an appointment in advance, lead the customer to the object of the appointment. If customers come to know about the company's related products or services, they can ask someone to introduce them.

Second, the skills of receiving customers.

Warm and generous. When receiving customers, we must be warm and generous, and serve customers with the most enthusiastic service, so that customers can feel the sincerity of the company and feel the good service and atmosphere of the company.

Smile service. Reception of customers, so as to successfully retain and conquer customers, as a receptionist, we must adhere to the service of smiling, so that customers really feel respected.

Dress appropriately. When receiving customers, you must also dress appropriately. After all, it's a matter of company image. As a receptionist, you must dress appropriately.

It can not only show personal qualities, but also represent the image of the company, which is an essential quality for receptionists.

A neat appearance. As a receptionist, when receiving company customers, you must receive them with the best image, because you are not representing yourself at this moment.

But the company, as a receptionist, should adhere to a clean appearance and make itself look full of energy and vitality.

Natural and graceful. As the receptionist of the company, you must also be a natural and graceful person, who is not embarrassed, calm and self-abased when things happen.

Not arrogant and impetuous, just receiving every customer with an open mind.

The process of receiving visiting customers

In order to establish a good image of the company, show the management level, and expand the company's external contacts and exchanges, in line with the "warm and polite, thoughtful service,

Strict economy, counterpart reception, equal status, strict standards and unified management "principle.

Second, the scope.

Applicable to all kinds of reception work of the company and relevant departments.

Third, management.

The administrative personnel department or the general manager's office is the centralized management department of the company's reception work, responsible for the arrangement and management of reception work, and drawing up the reception plan for important guests.

Coordinate relevant departments to carry out reception tasks and provide logistical support; All departments of the company shall report to the administrative personnel department or the general manager's office after receiving the important visit appointment.

And assist in drawing up the reception plan. Important receptions that need to be coordinated by company leaders, administrative personnel department and general manager's office shall be notified 2 days in advance.

Four. Processes and regulations

Process:

Reception, preparation, pick-up, hotel arrangement, talks, visits, meals and banquets.

First reception preparation

The preparation before reception is an important part of reception work and the basis for the smooth progress of the whole reception work. Preparations include the confirmation of access information,

Supplement; Determine the receiving specifications; Make reception plans, etc.

(1) Confirm the visiting information

Collecting customer information is the basis of preparing for reception. After receiving the customer's visiting information, we must first confirm the visitor's information, including the following aspects:

1, visitors: including the number of visitors; Name, identity (position, rank, etc.). ), gender, nationality (whether there are special requirements and customs in accommodation, etc. The main members of),

Accompanying contacts and contact information, etc. Foreign customers should also explain whether they are accompanied and translated by domestic agents.

2. Visit plan: including the purpose of visit, visit time, departure time, mode and frequency of transportation, and whether it is necessary to make an appointment, book and pick up.

3. When foreign customers visit and need us to send an invitation letter to apply for a visa, they should ask the other party to provide the full name and number of the visitor's passport, and ask the customer to send a formal invitation letter after confirming the contents.

In addition, we should also inform the customer of the name and contact information of our receptionist, so as to facilitate communication between the two parties and update the information in time.

Pay attention to repeat key information when contacting, such as name, telephone number, date, flight number, etc. , and ask the other party to confirm, to ensure accuracy.

(2) Supplementary relevant information

So as to ensure the receiving effect. Therefore, for customers, especially important new customers, peers should know more about customers. Include details of the customer,

Company background, company strength, business status, business scope, regional market, business model, purpose of customers' visit, main interests, national customs,

Habits and preferences, as well as details that need attention. When the counterpart receptionist/department submits the Application Form for Customer Visiting Reception, these materials must be submitted together for the company leaders' reference.

(3) Standard positioning

Generally speaking, the reception specifications are divided into three forms according to the actual situation.

1, Peer-to-Peer Reception, which is the most common reception specification, refers to a form of reception that comes forward to receive our leaders and guests, whose status and level are roughly the same.

2.Gog reception refers to a form of reception taken by leaders to receive us who are higher than guests.

3. Low-level reception refers to a form of reception taken by accompanying guests with lower status than visitors.

In the preparation of reception work, only by correctly positioning the reception specifications can we determine which leaders to invite to attend, how to arrange vehicles and trips, and thus complete the reception plan.

See: Definition Table of Receiving Level and Standard:

(4) Travel arrangements

Discuss the visit schedule with customers, send emails and faxes to customers to confirm the goods, and make the production and other relevant departments prepare for the reception.

Pay special attention to which products and workshops to look at, foster strengths and avoid weaknesses, and fully arrange what you want to show to customers. Especially the business, pragmatic and compact trips of foreign customers are always the most popular.

When you actually visit, as long as you follow the itinerary strictly (even deliberately and strictly), you can always leave a good impression on foreign businessmen.