The whole process of the photo studio

Photo studio store customer reception process

1. Welcome (Hello! Please sit down and serve tea). Introduce each other.

2. Sample album, photography style and special service introduction.

3. Introduction to the service environment of the photo studio.

4. Introduction to dresses (dress categories, latest styles, etc.) and encouragement to try them on.

5. Price introduction, customers choose the package and price they need.

6. Fill out the order form, communication form, and arrange a photo day.

7. Introduce additional service items and content.

8. Explain the service process content

9. Collect the reservation deposit.

10. Fill in the process form.

11. Contact the guest three days before the shooting to remind them of the precautions.

12. After shooting, collect payment, make an appointment for sample selection, and fill in the process form.

13. Select the film, agree on the pickup time and collect the balance, check the service process and fill in the service report.

14. When picking up the package, give praise in a timely manner and please pay the balance.

15. Select a wedding dress for the wedding day (rent a wedding dress):

(1) Get your own measurement;

(2) Fill in the wedding dress rental reservation registration book;

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(3) Make an appointment to pick up clothes and hold flowers, and collect a deposit;

(4) Set a time to return clothes, and collect a deposit.

16. Picking up clothes:

(1) Order list

(2) Sign for receipt

(3) Guest submits identity document .

17. Return:

(1) Count and check the returned items;

(2) Sign for receipt;

(3) Return deposit and certificates.

18. Consumption completed.

19. Send anniversary cards and discount cards.

In store service, we should pay attention to customers' feelings and perspectives, because they know everything better than us. Customer complaints are often the beginning of creating another opportunity. Customers who are not picky can actually be harmful to us, because customers' indulgence can easily make us lazy.

1. Basic service requirements reflected in employees’ work processes

1. First-question responsibility system.

This is a responsibility system that provides end-to-end services to customers. The concept of "friendship with customers" is introduced here. It is both a service system and a process system. To sum up, it means that the store staff who receive the customer for the first time after the customer enters the store are the customer's friends and must be fully responsible for the customer's entire consumption process in the store. The details can be described as:

(1) After the customer enters the store, the order taker listed in the rotating order taking schedule will be responsible for taking the order. From now on, the customer will be your friend. If the order is taken successfully , you are responsible for all matters related to the consumption process in our store. If the order is unsuccessful, a follow-up phone call will be made based on the information left by the customer in the "customer flow registration form" to try to win over customers as much as possible.

(2) Confirm the photo taking time. One or two days before the agreed photo date, you should take the initiative to call the customer to confirm whether there is any change in the specific photo time, and instruct the customer on the precautions when taking the photo, such as men getting a haircut, shaving, and cutting nails, and women drinking less water and going to bed early. , shampooing and other matters to show concern. If the customer does not specifically agree on a shooting date when making an appointment, you should often call to urge them to take the photo as soon as possible.

(3) On the day of taking photos. Check the package ordered, collect payment, fill out the "work flow sheet", and then hand the customer and the "work flow sheet" to the makeup artist. On this day, you are responsible for various service requirements of customers, including drinking water, storage of items, meal issues during meal times, etc.

During the whole process, if you are not particularly busy, you should go to the styling department and studio to visit the customer at the appropriate opportunity to praise and encourage them. Welcoming and sending nature is your unavoidable job. Note that if the customer owes money, he should politely ask him to make up for it when selecting the film.

(4), sample selection. One or two days before the scheduled sample selection, you should check whether the customer's work flow sheet has been received and whether the raw film is ready or transferred to the film selection computer. If not, you should contact the relevant department in time. Make sure you can choose the film on the film selection day, and never let customers run away in vain. Before selecting a film, you should look at the customer's film in advance and anticipate the "sales" language based on the characteristics of the film. This will have a higher success rate. If you are unable to ensure that the film selection is on time due to unexpected reasons, you should take the initiative to call the customer to express your apology and promise to work overtime in future productions to make up for the delay.

(5) Pick-up. Similarly, two days before picking up the items, you should check whether the customer's work flow sheet has been received and whether all the items to be picked up have been handed over to the front desk. If not, you should contact the production department in time and ask them to hand them in all the next day. , ensuring that customers can pick up their items on time. If a delay is inevitable due to non-subjective reasons, the order taker must take the initiative to call the customer in advance to explain the situation, ask for forgiveness, and offer to compensate for the delay. It is absolutely not possible for a customer to discover that the photo has not been delivered only when he comes to pick up the package.

(6) When encountering a rest day or asking for leave, according to the provisions of the "employment agent system", the next day's work should be handed over to the employment agent one day in advance and the relevant situation should be explained in detail. The agent acts as his agent for the next day's work. When the job agent sees the customer being represented, he should take the initiative to say: "Hello! XXX has something to take off today (be careful not to say rest!), and I will serve you two on behalf of XXX."

2. The service principle of "hand-to-hand"

The service principle of "hand-to-hand" means that in the process of serving customers, in order to maintain the connection of service links, we require each department to send the customer to the next step. A service principle of the process. It is also a responsibility regulation that combines services and processes, emphasizing the behavioral patterns and language skills of each position's operations. It is emphasized that when guests are transferred between various departments of the company, there must be someone to escort them, and no one should be left around the customers. This includes going to the bathroom (of course you can only send it to the door, not go in) and other activities.

(1) After the customer arrives on the day of the photo shoot, the relevant procedures must be completed as soon as possible, a "work flow sheet" must be issued, and then the customer and the "work flow sheet" must be sent to the styling design department, and Hand it to the makeup artist and say: "Teacher XX, these are Mr. Don’t worry!” Then the salesperson said, “This is the best makeup artist here, don’t worry! If you need anything, you can call me anytime!” Then leave. Next, the makeup artist greets the guests and introduces himself, and don’t forget to introduce his assistant.

(2) After completing the makeup look, the makeup artist or makeup assistant will take the customer to the studio and say to the photographer: "Teacher X, these are Mr. Please help with the shooting, thank you!” The photographer can say: “OK!” Then greet the guests and introduce yourself, and also introduce your assistant. There is a very important detail here, that is, from this time on, you should not say "this is my friend" when sending customers off, but should say that they are friends of store XXX. Many counseling institutions have ignored this issue, and they are all "my" friends. , are not real friends, but business polite words. Leave your friends to the store and enjoy the secrets yourself.

(3) After a group of photos has been taken, the photography assistant will send the customer back to the makeup department. The polite words can be omitted in the following words, but the following words must still be explained: "Teacher XX, Mr. XX and Ms. XX The white gauze photo has been taken, please help me change into evening wear, thank you!" After the makeup department changed the clothes and style, they sent the customer to the studio again and said, "Teacher XX, please take the evening wear, thank you!" and so on.

(4) After the entire set of shooting is completed, the photography assistant will send the customer back to the makeup department. The makeup assistant and costume assistant will remove the headgear and makeup for the customer, and then hand it over to the store order taker. Department, say "XXX, Mr. XX and Ms. XX's shooting tasks have been completed"! Order taker: "Thank you! Thank you for your hard work!" Then greet the guests, and after confirming the film selection date and other unfinished matters, send the guests out of the store. Be sure to take the guests some distance outside the door. There is a saying of seven steps for sending someone off. Counting these seven steps will distract your thoughts. The best time to send guests off is 3-6 meters. If there are steps, you must go down to the steps before calculating. He also said: "I'm really sorry, I didn't greet you two well today, please forgive me!". This sentence must be said, because no one can guarantee that our service will not go wrong during this day. The displeasure in the guests' hearts will be reduced with your words.

The main highlights here are "sending" and "talking", including sending off between departments and seeing guests off; talking to customers and talking to colleagues. This is an important link that highlights the company's service quality and employee quality.

The customer service staff of the photo studio work in seven major processes when making an appointment: 1. Transaction 2. No transaction

After payment: 1. Full payment for photos 2. Deposit paid but no photos taken 3. Full payment Before taking pictures

Before taking pictures: 1. Care and greet 2. Schedule the time for taking pictures 3. Control the amount of pictures

When taking pictures: 1. Dedicated service to understand the service quality in a timely manner 2. Ask them again Fill in the friend's information card 3. Arrange the sample selection time 4. Fill in the customer's comments form after the shooting

After the customer sees the sample: 1. Phone: text message to apply for insurance. 2. Fill in the pickup form 3. Fill in the pickup card

On the day of customer pickup: 1. Customer process satisfaction survey form 2. Four sales pitches

After customer pickup: 1 , Thank you letter 2.

Customer birthdays, weddings and holiday greetings. 3. Use referral telemarketing.