Customer reception workflow

Customer reception work process

Customer reception work process, in workplace life, those working at the front desk must set an example, because the first thing customers see is the front desk, so the front desk must give To leave a good impression on customers so as not to lose the company’s face, I will share the customer reception workflow below. Customer reception work process 1

Customer reception process at the company's front desk

1. Set up a registration book for the company's visitors. All people who come to the company must register (the boss's close friends or construction department personnel Registration is exempted). The name of the visitor, the number of visitors, the reason for the visit, and the time of entry and exit should be recorded on the registration book.

2. You must be on duty during working hours. That is, 8:30 am, 12:00 am, 2:30 pm, and 6:00 pm. If you need to go out for official duties, you can leave your post with the approval of your direct leader. During the outing, the direct leader shall arrange reception staff at the front desk, and must ensure that there are no vacant posts at the front desk. If staff cannot be arranged, the receptionist will not be allowed to go out. You are not allowed to leave your post for personal matters.

3. When visitors come to the company, and the visitors come within one meter of the front desk, the front desk receptionist must stand up to greet the guests with a smile, speak polite words, and ask the guests to sit down. After the guests are seated, the receptionist can take their seats.

4. When a visitor makes a personal request, the front desk receptionist must listen carefully and take notes if necessary. If there is a complaint that cannot be handled, ask the guest to wait and ask the customer service manager to resolve it.

5. When a visitor asks for a company employee, the receptionist should first ask if there is an appointment. Visitors are asked to register, and then call the employee they are looking for to ask if they can bring them in. If the answer is that you need to bring it in immediately, you should lead the way. If you need to bring it in later, ask the guest to sit in the reception room, pour water for the guest, and ask the guest to wait for a while. Bring the guests in when they can be brought in. After bringing it into the office, pour water for the guests. (seven points full).

6. If a visitor does not obey the request and wants to force his way into the office, call the order maintenance officer to help intercept him. If the situation is urgent, you can call the company office staff for assistance.

7. When the guest leaves, ask the guest to register again and say with a smile, "Welcome to come again next time."

Grooming requirements for reception of customers at the company’s front desk

1. If the company customizes uniforms, the uniforms must be worn to work. When there is no custom-made uniform, you must wear professional attire, that is, a suit to work. Keep clean and tidy

2. Do not wear jeans, T-shirts, off-shoulder clothes, suspenders and other informal clothes to work. Slippers or slipper-like leather sandals are not allowed to be worn to work. The hem of the skirt must not be lower than three centimeters below the knee. Do not wear "triple legs".

3. The hair must be washed frequently, combed neatly, and there should be no dandruff. Hair must not be disheveled and must not be longer than shoulders.

4. Cut your nails frequently and keep them clean. Do not keep your nails long, do not apply nail polish, and there should be no black matter inside your nails.

5. Keep your breath fresh, natural and odor-free.

6. Light makeup should be worn during work and no accessories other than rings are allowed. Makeup is not allowed at the front desk.

7. Maintain good posture when standing, sitting and walking. When standing, you must straighten your chest, draw in your abdomen, and sink your shoulders. When sitting, you are not allowed to lean forward or backward, shake your head, or look around. Keep standing while walking, move forward horizontally, steadily and moderately, and do not run in the community unless there is an emergency.

8. In front of guests, you are not allowed to trim your nails, pick your teeth, pick your nose, burp, stretch, sing, hum a tune, or put on makeup. Customer reception work process 2

1. Purpose:

In order to promote integrated hotel-style property management and improve the service quality of each service center, the on-the-job behavior and reception of customer service reception staff are specially Process standardization.

2. Scope of application

Customer service personnel of each service center of the company

3. Responsibilities:

3.1 The head of the customer service department of the service center is responsible Training and implementation of job requirements and reception procedures.

3.2 The service center manager is responsible for supervising and inspecting the job requirements and reception procedures of customer service personnel.

3.3 The company’s customer service department and quality department are responsible for supervising and spot-checking customer service job requirements and reception procedures.

4. Methods and process control

4.1 Dress requirements:

4.1.1 Employees should wear work uniforms as required when going to work, and wear their work ID cards on the left chest 10CM away from the shoulder;

4.1.2 Uniforms must be kept clean and tidy at all times, and those who are not neatly dressed are not allowed to enter the work area;

4.1.3 Dress requirements: All shirt buttons must be buttoned , trousers and sleeves must not be rolled up; ties (bow ties) must be straight; personal clothing must not be exposed on the sleeves, collars, and collars of uniform shirts; clothing pockets must not contain items that are too large or thick; leather shoes should be kept bright and worn Dark socks;

4.1.4 It is not allowed to wear exaggerated accessories, long nails or painted nail polish with colors or patterns;

4.1.5 It is not appropriate for female employees to look down on you. Wear heavy make-up and shoulder-length hair should be tied behind the ears and should not be disheveled. No strange clothes, weird hairstyles, or colored hair are allowed;

4.1.6 Male employees are not allowed to have beards or long hair, and their hair and beards should be trimmed regularly, and the length of their hair should not cover their ears and clothing. Leader;

4.1.7 Maintain a good mental state during working hours, be polite, efficient and agile. Treating guests should be warm and considerate, polite and generous, simple and pragmatic, neither humble nor arrogant.

(Female receptionist) Standard dress (Male receptionist)

4.2 Behavior:

4.2.1 When the receptionist goes to work, she should behave in a civilized and energetic manner , the female receptionist's stance is a "T" stance, and the male receptionist's stance is an "eight" stance, with the intersection of the extension lines of both feet at an angle of 45 degrees;

4.2.2 Standing Keep your head up and chest up, and don't hunch your back. The female receptionist should put her hands together on the abdomen, while the male receptionist should put his hands behind his back, clasp his right wrist with his left hand, and spread his feet shoulder-width apart.

4.2.3 Do not stretch or insert your hands. Pockets.

4.2.4 Smoking, eating snacks, whistling, listening to tape recorders, and playing with mobile phones are not allowed while on duty.

4.2.5 Do not spit, litter, disturb your ears, pick your nose, knock on tables and chairs, stamp your feet or play with other objects.

(Standard stance)

(Female receptionist) (Male receptionist)

4.3 Lobby reception procedures

4.3.1 Maintain good appearance and be in good spirits when waiting for customers;

4.3.2 Maintain good appearance and place your hands on your lower abdomen when greeting guests. Stand 5 meters away from your post, proactively greet guests with a smile, bow politely at 30 degrees (applicable to male and female service staff), and gesture to guide guests at a 45-degree angle;

4.3.3 Lead guests and provide free shoe shine Service;

4.3.4 When a guest comes to the lobby, the receptionist greets the guest: "Hello! Sir/Ms., welcome to Junlin Tianxia. Is there anything I can help you with (if you receive the corresponding position offer) For the guest name information, you can directly call Mr.

), bow politely 30 degrees (applicable to male and female service staff), and gesture to guide the angle to 45 degrees";

4.3.5 Lead the guests to briefly visit the supporting facilities in the lobby; after the visit, guide the guests to ride Elevator;

4.3.6 Lead the guest to the elevator, and remind the guest "Ms. Sir, please be careful of the steps" while leading the guest. After helping the guest press the elevator button, remind the guest "Ms. Sir, please wait a moment." ;

4.3.7 After the elevator arrives, "Sir and Miss, the elevator is here, everyone please", bow politely at 30 degrees (applicable to male and female service personnel), and gesture to guide the angle to 45 degrees;

4.3.8 After the guest enters the elevator, the receptionist enters the elevator to help the guest press the floor button required by the guest. After the receptionist exits the elevator, he stands at an angle of 45 degrees away from the elevator door. When the elevator door is about to close, the receptionist The staff politely bows 30 degrees (applicable to male and female service staff) to bid farewell to the guests, "Everyone, please walk slowly, my job number is XXX, I am happy to serve you";

4.3.9 Adjust your mentality and return immediately Posts, and use telephones or intercoms to convey information about the service areas where guests go (and briefly describe the characteristics and first name of the guests)

4.4 Reception in the sales hall

4.4.1 Maintain good appearance and be in good spirits when waiting for customers;

4.4.2 Maintain good appearance. When greeting guests, you must fold your hands on your lower abdomen and keep the guests away from their posts for 5 seconds. Meters away, step forward to greet guests with a smile, bow politely at 30 degrees (applicable to male and female service staff), and gesture to guide guests at a 45-degree angle;

4.4.3 When guests come to the lobby, the receptionist greets guests : "Hello! Sir/Miss, welcome to XXX. How can I help you (if you receive the guest name information provided by the corresponding position, you can call Mr. X/Miss X/Ms. X directly.), bow politely 30 degrees (applicable to male and female service staff), gesture guidance to 45 degrees";

4.4.4 Lead the customer into the sales hall, and lead the customer to sit down and rest for a while;

4.4. 5. Invite the sales staff politely and inform the sales staff of the customer’s simple situation and needs; introduce the sales staff to the guests;

4.4.6 Inform the bartender to present to the guests the items carefully prepared by the club for the guests. Towels, freshly squeezed coffee or carefully brewed milk tea;

4.4.7. The sales reception staff patiently explain the situation of Junlin Tianxia real estate to the guests;

4.4. 8. Lead guests to visit the model room;

4.4.9 When greeting guests, you must send them out, remind guests to be careful of the stairs, and ask if guests need a battery car; "Mr. Miss, welcome to XXXX again, job number XXXX, we are happy to serve you";

4.4.10. The standing posture and guidance requirements of the battery car driver: stand energetically next to the cab, waiting for the arrival of the guests. After the guest gets on the bus, remind the guest to sit firmly and ask for the guest’s destination.

4.5 Model House Reception Process

4.5.1 Maintain good appearance and be full of energy when waiting for customers; when guests come, come forward with a smile and proactively greet the guests, bowing politely 30 degree (applicable to male and female service staff), gesture guidance to form an angle of 45 degrees; "Hello! Welcome to XXXX (project name) XX model room (model room number)";

4.5.2 Lead the guests to sit down , and remind the guests, "Please sit down for a moment, we will help you put on your shoe covers"; and lead the guests into the model room;

4.5.3. The reception staff of the model room patiently introduce the model to the guests in detail

4.5.4. Explain the characteristics of the model house to the guests, focusing on the highlights and selling points of the model house;

4.5.5. After the guests have finished visiting, guide them The guests sit down and say, "Hello! Sir and Miss, please sit down for a moment and I will help you take off your shoe covers." and remind the guests to wait for the elevator;

4.5.6. After the elevator arrives, lead the guests in Elevator; and help guests press the floor they want and greet them; "Hello! The elevator is here, everyone, welcome to visit again, job number XXX, I am happy to serve you"; Customer Reception Workflow 3

Corporate customer reception process

Reception application-----Determine the reception level-----Contact the reception unit-----Arrange reception staff-----Airport (station) pick-up Car ----- arrange accommodation ----- visit the marketing center ----- meet with leaders ----- catering arrangements ------ propose and collect cooperation matters ------ process and confirm Cooperation matters------Leadership meeting------Airport (station) delivery------Telephone return visit

1. Reception application:

Business . When an employee of a certain field department learns that a customer is about to visit, he notifies the administrative office and requires arrangements for customer reception. If he is on a business trip, he should promptly notify the customer by phone and confirm the customer's contact information, number of people accompanying him, and whether he needs a car to go to the airport or Pick-up and drop-off at the train station;

2. Determine the reception level:

The reception can be arranged according to the following standards according to the level of the visitor.

(1) Ordinary Personnel level: Suitable personnel: dealer business inspectors, technical personnel, designers of home decoration companies, middle-level managers of manufacturers, ordinary intended dealers, etc.

a: Accommodation standards are based on the requirements of the other party, and the company does not bear the accommodation costs;

b: Catering standards: Lunch consumption is controlled below 300 yuan, and dinner consumption is controlled below 400 yuan ;

c: Reception accompanying personnel: the company's grassroots salesperson, a certain regional manager;

d: Reception vehicle: four-wheel drive or taxi.

e: The above standards are based on two customers. If there are more than two customers, an additional 50 yuan/person will be added to the catering standard;

(2) Senior staff level: Suitable staff : Leaders of engineering procurement, terminal consumer companies, cooperative dealers, senior managers of manufacturers, heads of export companies, etc.

a: Accommodation standards are based on the requirements of the other party, and the company does not bear the accommodation costs;

b: Catering standards: Lunch consumption is controlled below 500 yuan, and dinner consumption is controlled below 500 yuan ;

c: Reception accompanying personnel: a certain regional manager, a certain field supervisor;

d: Reception vehicle: four-wheel drive or commercial vehicle or taxi;

e: Emotional reception: For this type of personnel, the company's senior cadres can arrange one or two receptions at home, accompanied by reception staff, to increase the relationship between them; (depending on the cooperation between the two parties)

　f: Other reception items: The company arranges to take customers to major local attractions or evening entertainment, and the cost is controlled below 700 yuan; if necessary, souvenirs can be given to customers before leaving.

(Depending on the cooperation between the two parties)

g: The above standards are based on two customers. If there are more than two customers, an additional 100 yuan/person will be charged for catering; an additional 200 yuan/person will be charged for entertainment. Calculation;

(3) Special personnel level: Suitable personnel: Main dealer leaders (including domestic sales and exports), main government personnel of a certain site, heads of relevant departments in local industries, specially invited leaders of manufacturers, The company's specially invited leaders and other special personnel, etc.

a: Accommodation standard is four-star hotels or above, room price is controlled at 400-700 yuan/room, and the company bears the entire cost;

b: Catering standards: lunch is simple, consumption is controlled at Below 1,000 yuan, dinner consumption is controlled below 1,000 yuan;

c: Reception accompanying persons: a certain regional manager, a certain field supervisor, marketing general manager, shareholders;

d: Reception of vehicles ：Business car or renting a high-end car;

　f: Other reception items: the company arranges to take customers to major local attractions or evening entertainment, and the cost is controlled below 1,200 yuan; if necessary, it can be arranged before the customer leaves Souvenirs are given as a gift. (Depending on the cooperation between the two parties)

g: The above standards are based on two customers. If there are more than two customers, an additional 100 yuan/person will be added; for entertainment, an additional 250 yuan/person will be added. ; 3. Contact the reception unit: According to the reception application requirements, administrative staff should make relevant reception arrangements before the customer arrives, contact the customer in a timely manner to understand the specific number of visitors, whether a car, room reservation or other requirements are needed, and implement them in a timely manner .

4. Arrange reception personnel:

The company arranges reception personnel according to work needs, and those responsible for reception tasks must strictly implement the entire reception process in accordance with standards. Under normal circumstances, the reception staff should not change at will before the visitor leaves.

5. Airport (station) pick-up:

After receiving the reception task, the reception staff must confirm when the visitor’s flight (shuttle) will arrive, the arrival location, and the flight number (train number), name and characteristics of the visiting person. When using a car, first confirm whether the company has a vehicle. If it is impossible to arrange a vehicle, the customer should be notified and informed of the method of transportation. Especially if you are flying, you can inform the customer to take the high-speed express to Hongyun Station or take a taxi to the station and then take the high-speed to the airport. After receiving the visitors, the reception staff will help carry the luggage to the car, and arrange the order of accommodation and meals according to the shift time or the needs of the visitors.

6. Accommodation arrangements:

After arriving at the accommodation location, the reception staff should take the initiative to help the visitors carry their luggage to the room, briefly explain how to use the facilities in the room, and leave their own contact Telephone. Depending on whether the visitors are long-distance or short-distance, arrange for the visitors to rest or go directly to the marketing center. And contact the Internal Affairs Department in advance for reception arrangements at the Marketing Center.

7. Visits to the marketing center:

The reception at the marketing center is mainly for exhibition hall visits, and office visits are generally not arranged. After the reception staff accompanies the visitors to the exhibition hall, the exhibition hall sales assistant must take the initiative to come forward, use polite words, arrange for the visitors to sit down, and offer tea.

The main introduction work is carried out by the reception staff, with sales assistance in the exhibition hall. (such as leading, presenting relevant information, creating atmosphere, etc.) The main highlights of the introduction work are: samples, paving effects, exhibition hall layout, introduction of new products, coordination of furniture and sound effects, and the main scope of work of the staff. Corporate culture, corporate prospects, etc. Detailed explanation is the key to whether dealers in various places can copy the marketing center well.

Before introducing the company leaders, the reception staff can discuss cooperation opinions and the main purpose of the visit with the visitors in advance in the exhibition hall.

8. Leader’s interview:

Before leading the visitors to meet the leader, the reception staff must communicate well with the company leaders, confirm the meeting time and location, and then lead the visitors to meet with the leader.

When meeting, the receptionist first introduces both parties, and then briefly explains the main discussion matters of the visitor. (Special note: When introducing company leaders, you should intentionally or unintentionally praise the leaders to enhance their status and increase the advantage of the negotiation.)

9. Catering arrangements:

The administrative office can know After meeting with the relevant departments, general reception requires business employees or employees of a certain field department to do it together. After making some standards, they can arrange for the reception staff to accompany the visitors to the meal, and arrange drinks according to the guests' habits. During the meal, the reception staff can Appropriately stir up the atmosphere and promote emotional communication between both parties. (Note: The reception staff should not drink excessively, and do not check out in front of guests when checking out)

10. Propose and collect cooperation matters:

After the above reception steps, After the emotional communication between the two parties has been established, the reception staff can arrange for both parties to move to the stage of business negotiation. According to the actual situation of the company's work and relevant department standards, propose the content of cooperation matters, consult the content of cooperation matters proposed by visitors and make notes.

11. Handle and determine cooperation matters:

Based on the principle of win-win, the reception staff collects the opinions of both parties between the company and the visitors based on the content of the cooperation matters, handles them, and even The finalized work will be submitted to both parties in written form after confirmation by both parties.

12. Leadership talks:

After both parties reach an agreement on cooperation matters, the leaders of both parties will usually conduct a ceremony to congratulate each other, and the reception staff will make relevant arrangements in a timely manner.

13. Airport (station) drop-off:

When the visitors leave, they will be escorted by the reception staff to the drop-off. The reception staff will take the initiative to help the visitors and remind them if there are any souvenirs given by the company. , must be reminded or handed directly to the visiting personnel. When sending the car off, you must wait until the visitor leaves your sight before leaving.

14. Telephone return visit:

The reception staff will estimate their arrival time based on the flight number (train number) that sent the visitors, and call them in a timely manner to inquire about the reception work and understand the situation. Customer opinions on the company's products and corporate image, etc. Prepare reports in a timely manner and submit them to the company for improvement.

No matter what the purpose of the visitor's visit, the reception work will often directly affect the customer's choice of our company. As long as our reception work is done well, it will leave a good image for visitors, thereby increasing the industry competitiveness of Maraz Company.