The basic process of receiving customers, business reception is the most common work of general assistants, general secretaries and even offices, so how to receive business etiquette is the correct reception etiquette, how to do it specifically, and the basic process of receiving customers.

The basic process of receiving customers is 1 1. When customers enter the store, the front desk staff should stand up and smile and say, "XXX is at your service!" " Ask if this is your first time to go to the store or if you are already a member.

2. If a member customer arrives at the store, the front desk staff should accurately remember the customer's last name, call him "Mr./Ms. XX" and ask what stage the conditioning or beauty treatment has entered.

Arrange a health conditioner to serve customers. After conditioning, you need to take photos and keep the health information of customers. After getting familiar with customers, ask customers if they can disclose their conditioning information and photos.

3. For customers who come to the store for conditioning for the first time, please fill in the experience registration form. The form must be simple, or new customers will be impatient.

4. Introduce commodities, packaging cards, etc. Give it to customers who are recuperating or beautifying for the first time in the store. We must be enthusiastic and patient, and consider their psychology from the customer's point of view, which can satisfy them.

5. After the customer chooses, introduce the contraindications and some possible improvement reactions to the customer, and then the professional conditioner or beautician will lead the customer to experience.

6. At the peak of the store, lead customers to the lobby to have a rest, prepare a cup of warm water, or prepare a pot of scented tea in the store.

At the same time, chat with customers about family affairs, ask customers when to eat and so on. Mainly in order to close the distance between customers and service personnel and let them put down their guard.

The basic process of receiving customers II. The workflow and etiquette of reception at the front desk.

Maintenance reception process is divided into twelve parts:

(1) make an appointment; (2) Greeting customers; (3) consultation; (4) Fill in the delivery list; (5) Guide customers to retire.

Lounge (or send away); (6) The vehicle is handed over to the workshop for work; (7) Tracking the maintenance progress; (8) Add items during vehicle maintenance; (9) Enter customer information in detail; (10) Inform the customer to pick up the car;

(1 1) Say goodbye to customers; (12)3DC return visit.

I. Appointment:

Etiquette requirements: you should answer the phone within three rings, and the response language should be standardized and concise. If there is noise around, you should answer the phone after it is quiet. When answering the phone,

Smile, keep a proper distance from the microphone, and speak in a moderate voice. There is nothing in your mouth. Apologize to the customer when you are delayed because of something urgent or answering another phone call;

Standard language: "Hello! Guangzhou Longrunhai is at your service, I am XX. " "Okay, we will prepare for you. Will your car come here in the afternoon? " "okay! No problem, thank you! Goodbye. "

Second, meet customers:

Process: Go out to meet and greet customers in a polite way to show welcome. Open the car door, ask the customer to get off and listen to the customer's questions carefully.

Standard language; "hello! Sir (miss), what can I do for you? " "Mr. (Miss) X, would you please get off?" , "Sir (Miss),

Would you please take care of the valuables in the car? Note: when receiving customers, be confident and natural; When talking with customers, smile and be sincere;

Show respect and concern for customers everywhere in the conversation; Before getting on the bus for inspection, customers must be reminded to take good care of their valuables and get the consent of the customers before getting on the bus.

Third, consultation:

Process: consult the owner's car condition in detail and take notes when necessary. The receptionist should first check, diagnose and consult the historical files when asking the owner about the fault.

Standard expression: "When did your car first have this problem?" "How long has it been like this?" Wait a minute.

Four, fill in the receipt:

Requirements: Indicate the maintenance items, corresponding maintenance costs, maintenance time and telephone number of the owner (neat, clear and correct handwriting is required).

Instruct the owner to check the vehicle appearance, interior, spare wheel and other items, mark "√" and "×" normally, and finally ask the customer to confirm the signature.

Standard language: "sir; (Miss) Your maintenance items this time are contracts for working hours, spare parts, etc. Please have a look. If there are no questions, please sign here.

If other faults are found during maintenance, we will report to you in time. Thank you. "

Note: the questions raised by customers must be clearly registered, and there can be no omissions or mistakes. When the receptionist detects a new problem, she should inform the customer immediately.

Ask for the customer's consent and let the customer know all the maintenance items and related maintenance costs. Finally, the document must be handed over to the customer for signature.

In addition, in the case of uncertainty, try to delay the delivery time slightly than expected, and don't give customers too high expectations, because once the car can't be delivered on time, it will affect customer satisfaction.

Verb (abbreviation for verb) guides customers into the lounge (or sends them away):

Reception process: the receptionist should politely ask the customer to wait in the lounge or send the customer away (provide a spare car if necessary);

Standard language: "Hello! Sir (miss), please go to the lounge, have a cup of tea and read newspapers and magazines. We will inform you as soon as the vehicle is repaired "or" Take a rest first,

I'll tell you as soon as the car is repaired! When the car needs long-term maintenance, please rest assured that we will repair the car as soon as possible and inform you. , "you go! Goodbye! "

Precautions: During the period of vehicle entering the factory for maintenance, you must abide by the company's regulations, and customers are strictly prohibited from entering the maintenance workshop. (pay attention to communication skills, as far as possible to company regulations,

From the perspective of customer safety and avoiding affecting the work of workshop workers, refuse customers)

Six, the vehicle to the workshop delivery:

Process: Before the car enters the workshop for maintenance, it must be covered with "directional cover, carpet, seat cover, left and right fender cloth" and handed over to the workshop supervisor.

Specify maintenance items, spare parts replacement, maintenance time and inspection items, etc.

Note: explain each maintenance item in detail, make sure that the dispatcher has a clear understanding of each maintenance item, and confirm whether the estimated maintenance time is sufficient.

Seven, tracking maintenance progress:

Process: Cooperate with workshop personnel to understand the maintenance progress. When new quality problems are found in the maintenance process, they should be coordinated with the workshop staff at the first time.

Communicate and make decisions. The receptionist should give feedback to the customer as soon as possible and strive for the customer's consent.

Note: When an individual customer requests to enter the maintenance workshop to check the vehicle, he must be accompanied by a receptionist. After confirmation, the customer should be led back to the lounge to wait as soon as possible.

Eight, the vehicle maintenance process to increase the project:

Process: After coordination and communication with the workshop staff, if it is necessary to add maintenance items and replace spare parts, the receptionist will inform the customer, and after the customer signs, inform the workshop for maintenance.

Note: Before adding maintenance items and replacing spare parts, you must first obtain the customer's consent, explain the relevant maintenance costs, and sign by the customer for confirmation.

Nine, enter the customer information:

Process: according to the picking list and maintenance manual, input customer information and files, and update maintenance items. Precautions:

Enter customer information carefully, and there must be no omissions or mistakes. Check after input.

X. notify the customer to pick up the car:

Process: after the vehicle is completed, notify the owner, check the car bill, inspect the car, and declare the maintenance items and related maintenance expenses in detail before settlement.

Standard language: "Hello! Sir (Miss), your car has been repaired. Shall we check it together? " "This is your replacement spare parts. Please check it. A * * * repaired XXX. "

"Please pay here; Thank you! " etc

Note: The repaired vehicle shall not leave the factory without inspection by the quality inspector. The quality inspector is the first person responsible for repairing the vehicle, and the vehicle leaves the factory without being repaired according to the relevant quality requirements.

Investigate the responsibility of the quality inspector first, and then investigate the related responsibilities of the maintenance reception and maintenance technicians; Pay attention to etiquette when checking out, and greet the customer first (for example, "Hello, Mr./Ms. ××!") )), submit documents with both hands. And politely said, "sir/

Hello, madam! Your maintenance items this time are working hours and spare parts. Please look at other projects. If there are no questions, please sign here. Thank you! ",be sure to thank customers after checkout.

Xi。 Say goodbye to customers:

Standard language: "You walk slowly! Goodbye! " ; "You go! Goodbye! " ; "hello! Sir (Miss), if there is anything after your car leaves the factory, please call our hotline and we will give you the most satisfactory service. "

Precautions: Send the customer to the car and wave goodbye to him. The customer can only resume work after driving a certain distance (10-20m).

Twelve. 3DC return visit:

Process: Call back, listen to users' opinions and make records.

Standard terms: "Hello, Mr. XX and Miss XX! We are the customer service staff XX (name) of Guangzhou Longrun Haima. Do you have any problems after your car is repaired? Are you dissatisfied with our service? Forgive you; I'm sorry! Thank you for your support! "

Note: Do not call back when the customer is resting; The telephone interview must be concise. This work is in the charge of a special person.

The basic process of receiving customers 3 I. Purpose

In order to establish a good image of the company, show its management level and expand its external contacts and exchanges, the company adheres to the principle of "warm and courteous, considerate service, strict economy, counterpart reception, equal status, strict standards and unified management".

Second, the scope.

Applicable to all kinds of reception work of the company and relevant departments.

Third, management.

The administrative personnel department or the general manager's office is the centralized management department of the company's reception work, responsible for the arrangement and management of reception work, drawing up the reception plan for important guests, and coordinating relevant departments to carry out reception tasks.

Provide logistical support; After receiving an important visit appointment, all departments of the company should report to the administrative personnel department or the general manager's office, and assist in drawing up the reception plan, which will be presented by the company leaders.

Important receptions coordinated by the administrative personnel department and the general manager's office shall be notified 2 days in advance.

Four. Processes and regulations

Process:

Reception, preparation, pick-up, hotel arrangement, talks, visits, meals and banquets.

First reception preparation

The preparation before reception is an important part of reception work and the basis for the smooth progress of the whole reception work. Preparations include confirmation and supplement of visiting information; Determine the receiving specifications; Make reception plans, etc.

(1) Confirm the visiting information

Collecting customer information is the basis of preparing for reception. After receiving the customer's visiting information, we must first confirm the visitor's information, including the following aspects:

1, visitors: including the number of visitors; Name, identity (position, rank, etc.). ), gender, nationality (whether there are special requirements and customs in accommodation, etc. The main members of),

Accompanying contacts and contact information, etc. Foreign customers should also explain whether they are accompanied and translated by domestic agents.

2. Visit plan: including the purpose of visit, visit time, departure time, mode and frequency of transportation, and whether it is necessary to make an appointment, book and pick up.

3. When foreign customers visit and need us to send an invitation letter to apply for a visa, they should ask the other party to provide the full name and number of the visitor's passport, and ask the customer to send a formal invitation letter after confirming the contents.

In addition, we should also inform the customer of the name and contact information of our receptionist, so as to facilitate communication between the two parties and update the information in time.

Pay attention to repeat key information when contacting, such as name, telephone number, date, flight number, etc. , and ask the other party to confirm, to ensure accuracy.

(2) Supplementary relevant information

So as to ensure the receiving effect. Therefore, for customers, especially important new customers, peers should know more about customers.

Including customer's detailed information, company background, company strength, business status, business scope, regional market, business model, the purpose of customer's visit, what they are mainly interested in,

National customs and preferences, as well as the details that need attention. When the counterpart receptionist/department submits the Application Form for Customer Visiting Reception, these materials must be submitted together for the company leaders' reference.

(3) Standard positioning

Generally speaking, the reception specifications are divided into three forms according to the actual situation.

1, Peer-to-Peer Reception, which is the most common reception specification, refers to a form of reception that comes forward to receive our leaders and guests, whose status and level are roughly the same.

2.Gog reception refers to a form of reception taken by leaders to receive us who are higher than guests.

3. Low-level reception refers to a form of reception taken by accompanying guests with lower status than visitors.

In the preparation of reception work, only by correctly positioning the reception specifications can we determine which leaders to invite to attend, how to arrange vehicles and trips, and thus complete the reception plan.

See: Definition Table of Receiving Level and Standard:

(4) Travel arrangements

Discuss the visit schedule with customers, send emails and faxes to customers to confirm the goods, and make the production and other relevant departments prepare for the reception. Pay special attention to which products and workshops to look at, foster strengths and avoid weaknesses, and fully arrange what you want to show to customers. Especially the business, pragmatic and compact trips of foreign customers are always the most popular.

When you actually visit, as long as you follow the itinerary strictly (even deliberately and strictly), you can always leave a good impression on foreign businessmen.