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 report to the superior leaders in time, be good at integrating all forces, and complete the reception task wholeheartedly.
1, customer reception and accommodation arrangements
Arrive at the designated place in advance to meet the customer. When leaders and relevant departments go to airports, stations, docks and other places to meet customers, they should determine and inform the assembly time, place, bus 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 luggage and send the reception manual (including housing arrangement, activity schedule and bus arrangement, meal time, place and related matters needing attention, etc. ) 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 the 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 notify 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. Send someone to watch 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.