What are the etiquette terms used in front desk reception?

The front desk usually sits in the post. But when you meet a visitor, you should get up immediately, nod and smile at the visitor: "Hello, who are you looking for?" "Do you have an appointment?"

The situation encountered:

1: After knowing who to call and confirming that it is an appointment, please ask the visitor to wait a moment and contact him immediately. (using language)

A: "Hello, who are you looking for?" "Do you have an appointment?"

Hello, I have an appointment. I'm looking for Mr Zhu.

Front Desk: Hello, sir/madam. May I have your name , please?

Customer: What's the surname of XXX Company?

Front desk: "OK, just a moment, please." Check the reservation information at the front desk. Confirm his name and company information. If there is reservation information for this person, the front desk says to the guest, "Hello, please wait a moment, and I'll help you see if he is in the office." (or contact relevant personnel by phone or QQ), and inform relevant personnel of the detailed information of visitors (common situation).

If the person you are looking for is busy, you can ask him to wait for a while and guide him with standard manners.

The tourists sat down to pour water. If you wait a long time, the person the visitor is looking for is still there.

Busy, take care of tourists and explain to them, don't leave them there.

If the person the guest is looking for doesn't come out to pick him up, tell the front desk to let him go by himself.

The front desk should guide the guests with standardized gestures. And take them to the offices of the people concerned,

Even if the office door of the person the visitor is looking for is open, he should knock at the door first.

Ask visitors to enter, introduce and guide them to their seats after obtaining permission.

Pour tea. The front desk returned to its post. (language)

Hello, Mr. A, please follow me.

B: Thank you. . .

Answer: Smile, tell the guests to wait, knock on the door and guide the guests into the office after getting permission, and introduce them to the guests.

This is a leader, and then introduce to the relevant personnel: Mr. Zhu, this is a person from a company who has made an appointment with you. After the introduction, guide the guests to their seats, pour tea, and then close the door and leave.

Telephone terminology

1. When you hear the bell, pick up the receiver at least before the third bell rings;

2. Say hello first and report to the company and department yourself. Standard language: "Hello, Tonghai Technology Company!" Or "Hello, this is Tonghai Technology Company!" (Pay attention to the voice and expression)

3. Listen carefully and write down the main points when the other party tells. If you can't hear clearly, tell the other party in time. Then according to the other party's initial question, quickly judge what he needs? Make a standard reply.

① Consulting business: Mr. (Ms.), regarding this situation (software consulting), let our company's software consultant Mr. X serve you. He can fully and professionally explain what you want to know. I'll transfer the call. A moment, please.

② Contact business: transfer the business related to our company to relevant personnel of relevant departments; If there is no related business, directly answer: Sir (Miss), our company does not need this now, please contact other companies, thank you!

③ Looking for someone: Sir (Miss), what's the name of Mr. (Miss) XX you are looking for? Have you made an appointment with him or her? A moment, please. (Then put me through to Mr. XX of our company and ask if I can turn around. )

(4) If you judge that you can't handle an unspecified call, you can tell the other party frankly and immediately transfer the call to someone who can handle it. Before transferring, briefly tell the receiver what the other party said (the call should be brief and to the point, and the line should not be busy for a long time);

4. Say "thank you" at the end. Say goodbye politely and wait for the other party to hang up before putting down the receiver;

When informed that the relevant personnel are not in the office now, the standard reply is: "Sorry, Mr. XX is temporarily out of the office. Is there anything I can tell you? " Don't send messages without knowing the other party's motivation and purpose, let alone tell the whereabouts of the designated interviewee/recipient or tell the caller the mobile phone number or home phone number of the interviewee/recipient.

6. If the caller doesn't want to talk to a specific person, or is not sure who to talk to, the standard answer is: "What can I do for you?" Understand the purpose of the caller by talking to him/her. If it is a general sales call, the standard reply is: "I'm sorry, Mr. XX is out. What message do you want me to convey? "

7. If the caller dials the wrong number, the standard answer is: "Excuse me, did you dial the wrong number? This is XXXX ". If necessary, you can also tell the caller, "The phone number here is XXXX. When you convey your visit to the interviewee, you should say the name of the visitor.

Attached:

Reception etiquette at front desk

1, customer-centric.

In the process of service, we should put the needs of guests first;

2. Warm and sincere attitude

1) Love and dedication: Only by doing one thing well, loving one thing, being dedicated and happy, will the service attitude be sincere and the service language be pleasant.

2) Put yourself in the guest's shoes; We treat our guests warmly, learn to care about each other, and often assume that we are customers.

Wake yourself up.

3) Dare to challenge; Dare to serve picky guests, which is a challenge to your attitude.

3. Accurate and popular language

1) is accurate and effective, requiring concise sentences, clear semantics, accurate words and proper rhetoric, and no empty talk or nonsense.

2) Easy to understand, especially when introducing some benefits of the club.

4. Clear and soft expression

A guide to polite expressions; Appropriateness, generosity, humility, praise, consistency, soft and clear tone, moderate speech speed, loud and confident voice.

5. Strictly keep company secrets.

It is strictly forbidden to openly discuss company secrets at the front desk. (such as VIP, special personnel, expenses, other special arrangements made by company leaders, etc. ), when asking for instructions from the leader by phone, try to avoid guests and irrelevant personnel to avoid news.