The member department is responsible for the club's member sales, activity promotion and customer service. In all departments of the club, it is the department that has the most contact with the outside world and customers. Therefore, every employee of the member department is required to strictly abide by the reception service process and regulations of the member department in the process of treating people, communicating with customers and promoting membership.
One: Telephone conversation skills
Telephone conversation is one of the most important ways for the member department to communicate with members, customers and club departments. Mastering telephone communication skills will promote member sales, member service and inter-departmental cooperation. Tone is very important in telephone conversation, the voice should be smiling, the speed of sound should be slow and the timbre should be sweet.
1. When the phone rings, you should answer it within three times. Greeting language can be:
If it is a phone call between departments, after greeting, ask the other department and the other party's name, and the other party will repeat the greeting after telling the identity. If you know the other person's position, you'd better add the title of the position. For example, if the other party informs you that you are Mr./Ms. XX from the club, you should immediately repeat your greetings: Hello, Mr./Ms. XX.
2. If the other party wants to talk to the staff and colleagues in the member department, he should ask the other party to wait for a while until it is confirmed whether the staff and colleagues he is looking for are in the office:
If you are in the office, you should tell the other person: "Please wait a moment, put down the phone gently, go to the employee you are looking for and ask him to answer the phone. Don't shout in the office. After answering the phone, make a good record of the phone call, and remember not to sell by phone, let alone quote the membership price by phone:
If it is the phone number of a guest who has made an appointment to visit the club, confirm the arrival time and number of guests, and notify the relevant departments in detail;
If familiar guests want to come to the club to participate in activities, they should make records (time, number of people, activity content, estimated activity time);
If you are consulting the service items of the club for your guests, you should invite them to visit the club as soon as possible, and then introduce the club in detail. If you have any unclear questions, you should transfer them to them in time.
3. Other colleagues or departments.
If the colleague you want to talk to is temporarily out of the office, say "I'm sorry" to the other party, and ask the other party to leave a message, phone number and reason, inform him in time after his return, and confirm the message and phone number before the call is over. For example:
Sorry, she (he) is not at her desk now. Is it convenient for you to leave a message? I'll give it to you when she (he) comes back.
May I repeat your phone number?
I'm sure she will contact you as soon as she comes back.
4. Procedures and requirements for receiving members, guests and departments.
Call in advance to confirm the specific time, number and list of guests. Arrive at the appointed place with the guests ten minutes in advance, pay attention to the specifications of gfd, and stand in a good position to wait for the guests.
When guests arrive, they should greet each other warmly and address each other by their surnames, such as: hello, Mr./Ms. XX. Shake hands with guests, or hand in your business card and introduce yourself (this only applies to the first contact with guests). For familiar guests, we should call them by their surnames to show respect and attention.
5. When leading the guests, inform the relevant departments in advance to get ready. Generally speaking, you should walk in front of the guests and open and close the door for them. To enter the elevator, you must hold down the button first and invite the guests in first. When getting out of the elevator, hold down the button and let the guests get out first.
The reception between departments should be polite. Greet each other with a smile and address them by their surnames and positions. If you meet a senior, you should use your first and last names, such as hello, manager XX. Employees can call each other by their first names, such as hello, XX.
If other departments of the club need the cooperation and help of the member department, they should cooperate actively and perfectly.
(and know more about fitness, really think about customers)