For some companies, there are often visiting customers, which requires the front desk staff to entertain customers well. There is a process of entertaining customers. The following is the flow chart of company customers' visiting reception.

Flow chart of company customers' visiting reception 1 1. Know the identity of visitors in advance. Many people think that we should pay attention to reception etiquette from meeting to farewell, but it is far more than that. You should notice this from the beginning of your contact with customers and confirm this information in advance:

How many customers will come, what is their position, what is their name and gender, how long they expect to visit, whether they need to eat in your company, and so on.

2. Recognize the visitor's face in advance. There is a very important link: recognize the person in charge before meeting, and recognize the big leaders who visit customers.

If you haven't had face-to-face contact with customers before, you can look at customers' circle of friends or search online to remember their faces. Or ask your colleagues, "Who is the person in charge of the visitor, what is his name and what he looks like?" Make sure you don't mistake the highest person in charge.

On the day of the visit, gather at the door in advance. Before the customer arrives, you should always keep track of his movements on WeChat and telephone. You should go downstairs and wait at the door 5- 10 minutes in advance and tell the customer, "I'm waiting for you at the door of a building. I'm wearing a red coat and black pants."

4. Warm welcome. When you see a customer coming from a distance, you should step forward to meet him, so that the customer can feel your enthusiasm. When you are two or three meters away from the customer, slow down and walk steadily, which shows that you attach importance to him.

5. Take the initiative to shake hands and introduce yourself after meeting. Taking the initiative to shake hands will make customers feel welcome, which is better than taking the initiative to hold hands.

Self-introduction should include three elements: company+department/job+name. You can hold out your hand and say, "Hello, Mr. Wang. I'm XXX from the operation department of XXX company. Welcome to visit. "

6. Don't ignore any visiting customers. Shake hands with the person in charge before shaking hands with others. If there are more than three people, just nod.

7. If your leader is here, you should follow the principle of "respecting the prophet" when introducing each other.

Introduce your leader to the customer first, and then introduce the customer from high position to low position to your leader.

8. To guide customers in, walk at the left front of customers 1 to 1.5 meters to convey "respect for the right".

If there are more than five customers, you need at least two receptionists. You lead the way in front and the other one is at the end. Pay attention to those who walk behind.

9. Whenever there is a turn, a fork in the road, or going upstairs and downstairs, there must be language prompts.

You can say "Hello, this way, please", turn left at the front "I'll take you upstairs, please be careful with the steps", and lean slightly towards the customer, indicating the direction with your arm. Be careful not to point with one finger.

10, guide customers up and down stairs, with rules. When guiding customers up the stairs, you should let them walk in front and you walk behind; When you go down the stairs, you walk in front and the customers walk behind. If you want to go upstairs more than two floors, you should say, "What floor is this?"

1 1. Take the elevator and remember the principle of "first in, first out" for customers. That is to say, you don't go in first, but hold down the door-opening button outside, extend your other hand to invite customers to enter, and finally go in and stand near the control button in the elevator.

When you get out of the elevator, hold down the button switch and say, "After you." After all the customers have gone out, you get out of the elevator and keep up.

12. When you bring the customer into the meeting room or office, remember to remind the customer: "This is it." Hold the door with one hand and invite customers to enter first with the other.

13. Indoor seating etiquette follows the principles of "putting the distance first", "facing the door first" and "the couch is better than the low sofa".

In the conference room, you should invite customers to sit away from the door, but face the door. In the office, high-ranking customers have priority to sit on the sofa. If they can't sit, those with low positions can sit on the low sofa.

14, customers will serve tea as soon as they are seated. If the company has more than two kinds of drinks to choose from, it must take the initiative to ask, "Our company has coffee, cola and hot tea. Which do you prefer? "

15, when handing water, pay attention to several details: pour tea and water not more than seven minutes full; Don't touch the cup mouth with your thumb, that's where the customer's mouth touches;

More than two cups of drinks, it is best to use a tray; It is recommended to put it on the right hand side of the customer, not on the left hand side; If the cup has a handle, place the handle on the customer's right hand side.

16, starting and ending, so as to achieve "where to take, where to send".

If you pick it up from the door of your company, send it to the gate; If you pick up a customer from the hotel, you should also send it back to the hotel, so that the customer can still feel respected at the last second.

Finally, I also saw a page guide received by a customer in the editor's room.

After the customer reception work has been done like this, why worry about having customers who can't take over?

Flow chart of company customers' visiting reception Figure 2 Reception etiquette content at the front desk

1, commodity preparation

At ordinary times, when we are at work, we should prepare a pen and paper beside the phone to record the contents of the customer's phone.

2. Holding a microphone in your left hand

Most people are used to picking up the receiver with their right hand, but in the process of telephone communication with customers, it is often necessary to make necessary written records. When writing, the microphone is usually clamped on the shoulder, so that the mobile phone can easily fall off and make a harsh sound, which brings discomfort to customers.

In order to eliminate this bad phenomenon, we should advocate holding the receiver with the left hand and writing or manipulating the computer with the right hand, so that we can communicate with customers easily.

Step 3: Answer time

Answer the phone within three rings. If you are delayed in answering the phone, you should apologize to the customer first.

4. Keep the right posture.

You should always keep the correct posture when answering the phone. Under normal circumstances, when a person's body sinks slightly and the abdomen is oppressed, it is easy to cause the voice of the abdomen not to come out; Most people talk with their chests, which makes them thirsty. If you use the voice of Dantian, it can make the voice magnetic without hurting your throat.

So keep sitting posture, especially don't lie on the edge of the table, which can make the sound natural, smooth and beautiful. In addition, smiling can also make the caller feel your pleasure.

5, repeat the phone content

Before answering the phone, don't forget to repeat the main points of the call to prevent misunderstanding caused by recording errors or deviations and make the whole work more efficient. For example, check and proofread the meeting time, place, contact number, area code and other information to avoid mistakes.

6. thank you

Finally, it is basic courtesy to thank customers. Visitors are guests and customers are respected. Don't think that you can ignore them without facing them directly. Also, remember to ask the customer to hang up after the call, and then we will hang up.

Company customer visit reception flow chart 3 Company customer reception flow chart 3

Reception application-determine reception level-contact reception unit-arrange reception staff-pick up car at airport (station)-arrange accommodation-visit marketing center-interview with leaders-arrange catering.

1. Reception application: when the staff of the business department and a field department know that the customer is coming, they will inform the administrative office and ask for the customer reception. If you are on a business trip, you should call in time, and confirm the customer's contact information, the number of people accompanying you, and whether you need to take a bus to the airport or train station to pick you up;

2. Determine the reception level: according to the different levels of visitors, reception can be arranged according to the following standards.

(1) Ordinary personnel level: suitable personnel: business inspectors of dealers, technicians, designers of home improvement companies, middle managers of manufacturers, ordinary intentional dealers, etc.

Answer: The accommodation standard is according to the requirements of the other party's personnel, and the company will not bear the accommodation expenses;

B: Catering standards: the consumption of simple lunch should be controlled below 300 yuan, and the consumption of dinner should be controlled below 400 yuan;

C: reception of accompanying personnel: the company's grass-roots salesman and a regional manager;

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

E: The above criteria are based on two customers. If there are more than two customers, 50 yuan/person standard will be added for catering.

(2) Senior personnel level: suitable personnel: engineering procurement, leaders of end-consumer enterprises, cooperative distributors, senior managers of manufacturers, heads of export companies, etc.

Answer: The accommodation standard is according to the requirements of the other party's personnel, and the company will not bear the accommodation expenses;

B: Catering standards: the consumption of simple lunch should be controlled below 500 yuan, and the consumption of dinner should be controlled below 500 yuan;

C: Receiving the entourage: a regional manager and a supervisor;

D: reception vehicles: four-wheel drive or commercial vehicles or taxis;

E: Emotional reception: For this kind of personnel, the company's senior cadres can arrange one or two home receptions, accompanied by receptionists, to increase mutual affection; (depending on the cooperation between the two parties)

F: Other reception items: the company arranges to take customers to the main local attractions for play or entertainment at night, and the cost is controlled below 700 yuan; When necessary, customers can give souvenirs when they leave. (depending on the cooperation between the two parties)

G: The above criteria are based on two customers. If there are more than two customers, the catering standard shall be calculated as extra 100 yuan per person. Entertainment plus 200 yuan/person standard calculation;

(3) Superclass personnel: suitable personnel: leaders of major distributors (including domestic sales and export), government personnel of major events, heads of relevant departments of local industries, invited leaders of manufacturers, invited leaders of companies and other special personnel.

Answer: The accommodation standard is a four-star hotel, and the room rate is controlled at 400-700 yuan/room, and the company bears all the expenses;

B: Catering standards: lunch is simple, and the consumption is controlled below 1000 yuan, and the consumption for dinner is controlled below 1000 yuan;

C: Receptionist: a regional manager, a site supervisor, general manager of marketing and shareholders;

D: reception vehicles: commercial vehicles or rented advanced vehicles;

F: Other reception items: the company arranges to take customers to the main local attractions for play or entertainment at night, and the cost is controlled below 1.200 yuan; When necessary, customers can give souvenirs when they leave. (depending on the cooperation between the two parties)

G: The above criteria are based on two customers. If there are more than two customers, the standard of 100 yuan/person shall be added. Entertainment plus 250 yuan/person standard calculation; 3. Contact the reception unit: According to the requirements of the reception application, the administrative staff should make relevant reception arrangements before the arrival of the customer, contact the customer in time, find out the specific number of visitors, whether they need to use the car, whether they have an appointment or other requirements, and implement them in time.

4. Arrange reception staff: The company arranges reception staff according to the needs of the work, and the personnel who undertake reception tasks must strictly follow the standards to implement the whole reception process. In general, the receptionist should not be changed at will before the visitors leave.

5. Airport (station) pick-up: After receiving the reception task, the receptionist must confirm the arrival time, arrival place, flight number (train number), name and characteristics of the visitor.

The car should be used after confirming whether the company has a car. If you can't arrange a car, you should tell the customer how to take the bus, especially by plane. You can tell them to take the express train to Hongyun Station or take a taxi to the station and then take the express train to the airport. After receiving the visitors, the receptionist helps to carry luggage and get on the bus, and arranges the order of accommodation and catering according to the time of the shift or the needs of the visitors.

6. Accommodation arrangement: After arriving at the accommodation place, the receptionist should take the initiative to help the tourists carry their luggage to the room, briefly explain the use of the facilities in the room, and leave their own contact number. According to whether the visitor is long-distance or short-distance, arrange the visitor to rest or go directly to the marketing center. And contact the Ministry of Internal Affairs in advance to arrange the reception of the marketing center.

7. Visit to the marketing center: The reception of the marketing center is mainly the reception of the exhibition hall, and office visits are generally not arranged. After the receptionist accompanied the visitors to the exhibition hall, the sales assistant of the exhibition hall must take the initiative to come forward and use polite language to arrange the visitors to sit down and serve tea.

The main introduction work is carried out by the receptionist with the help of the exhibition hall. (such as guiding, presenting relevant materials, creating atmosphere, etc.). The main highlights of the introduction work are: model, paving effect, exhibition hall layout, new product explanation, coordination of furniture and sound effects, main responsibilities of staff, corporate culture, corporate prospects and so on.

Detailed explanation is the key to whether local distributors can copy the marketing center well. Before introducing the company leaders, the reception staff can discuss the cooperation opinions with the visitors in advance and the main purpose of visiting the exhibition hall.

8. Meeting leaders: Before leading visitors to meet leaders, receptionists must communicate with company leaders to determine the meeting time and place, and then lead visitors to meet leaders. When meeting, the receptionist first introduces the work of both parties, and then roughly explains the main discussion items of the visitors. (Special note: When introducing company leaders, you should praise the leaders intentionally or unintentionally, so as to enhance your position and increase the advantages of negotiation. )

9. Catering arrangement: The administrative office and relevant departments will know that it will be carried out after the meeting. General reception needs business employees or employees of a field department to do it together. After setting the standards, they can arrange receptionists to accompany visitors to dinner and arrange drinks according to their habits. In the process of dining, the reception staff can appropriately set off the atmosphere and promote the emotional exchange between the two sides. Note: the receptionist should not drink too much and don't check out in front of the guests. )

10. Propose and collect cooperation matters: After the above reception steps, the emotional communication between the two parties has a foundation, and the receptionist can arrange for the two parties to transfer to the business negotiation stage. According to the actual situation of the company's work and the relevant standards of the department, put forward the contents of cooperation matters, consult the contents of cooperation matters put forward by visitors and make records.

1 1. Deal with and confirm the cooperation matters: the receptionist collects the opinions of both the company and the visitors according to the contents of the cooperation matters, handles and finally confirms the work, and submits it to both parties in writing after confirmation by both parties.

12. Leaders' Meeting: After the two sides reach an agreement on cooperation, the leaders of the two sides will generally hold a ceremony to congratulate each other, and the reception party will make relevant arrangements in due course.

13. airport (station) car delivery: when the tourists leave, they will be accompanied by the receptionist. Reception staff must remind visitors unless they take the initiative to remind them. If there are souvenirs given by the company, be sure to remind them or give them directly to the visitors. When delivering the car, you must wait for the guests to leave their sight before leaving.

14. Call back: The receptionist estimates the arrival time of the visitors according to the flight number (train number) that sent them away, calls the reception office in time, and understands the customers' opinions on the company's products and corporate image. Report to the company in time for improvement.

No matter what the purpose of visitors' visit is, reception work often directly affects customers' choice of our company. As long as our reception work is done well, it will leave a good image for visitors, thus increasing the industrial competitiveness of Maraz Company.