Smiling and maintaining a cheerful attitude are conducive to creating a harmonious working atmosphere; Keeping the body clean and hygienic is not only the need of health, but also the performance of civilization, which is conducive to communication with people; Comb your hair neatly and keep your face clean; Male employees don't have long hair, and female employees don't wear heavy makeup; Keep your lips moist and your breath fresh when talking at close range; Hands are clean, nails are neatly trimmed, male employees do not leave long nails, and female employees do not wear bright nail polish; It is advisable to use fresh and elegant perfume.
Second, the telephone reception etiquette
The voice of answering the phone at the front desk should be neither urgent nor slow, and always keep a relaxed and happy tone. You shouldn't lose your temper, lose your temper or even swear with the caller on the phone. Talk frequently when you answer the phone, okay? Excuse me. 、? Excuse me. 、? Just a moment, please. Modest words like this.
Pick up the phone at the second and third rings. What's the first thing when you answer the phone? Hello, (company name, if the company name is long, use abbreviation)? , avoid? Hello? Should you tell the caller if the call is delayed for some reason? Sorry to have kept you waiting. . When you know the extension number or the name of a specific person, you can say it politely. Just a moment, please. , and immediately transfer.
If you want to transfer the call of the leader, the other party knows the name of the leader and doesn't know the extension number. You should politely ask who the other party is and which unit it belongs to. If it is an advertisement or a disguised advertisement, you should use polite excuses to block the call or transfer it to the relevant department for handling.
In view of the fact that the front desk receives a lot of calls every day, in order to prevent throat accidents, it is necessary to prepare water to moisten the throat at any time and maintain good sound effects at any time.
Third, the reception etiquette of visitors.
The front desk usually sits in the post. But when you meet a guest, you should get up immediately and nod and smile at the guest. Hello, who are you looking for? 、? Do you have an appointment? . If you know who you are looking for and confirm that it is an appointment, please ask the visitor to wait a moment and contact immediately. If the person you are looking for is busy, you can ask him to wait a moment and guide the visitors to sit down and pour water in a standardized manner. If you wait for a long time and the person the visitor is looking for is still busy, take care of the visitor and explain to him. Don't leave it there.
If the visitor doesn't come out to get what he is looking for, let him go by himself. The front desk should use standardized gestures to guide how to get there or take tourists there. If the office door of the person the visitor is looking for is open, you should knock at the door first, ask the visitor to enter after asking permission, pour the tea for the visitor, and then the front desk will return to its post. Of course, if there is only one receptionist, just give the visitors directions directly.
If the visitor knows who to look for but doesn't make an appointment, the front desk should call to ask and tell the relevant colleagues or assistant/secretary of the leader to facilitate the reception unit to visit. Out of courtesy and convenience for visitors, even if the colleague or leader you are looking for answers the phone in person, you can ask again as someone else's answer. In this way, it sounds to the visitor that even if the other end of the phone does not allow reception, it is not directly rejected by the person he is looking for, leaving room for the next step.
Reception etiquette 1. Answer the phone: pay attention to polite expressions:
Answer the phone within three rings.
Warm attitude and positive response. Warm and pleasant tone.
Speak clearly, kindly, enthusiastically and with respect.
Important matters should be recorded: the name, telephone number and nature of the caller.
Second, make a phone call: concise, clear and polite.
Articulate, speak at a moderate speed, and have a friendly and natural tone;
Greetings to you, self-reported company, position, name, thank you for the people passed down from generation to generation;
Use civilized language, confidence, etc.
Important customer visits should be prepared in advance.
The basic requirements for answering the phone at the front desk are: to determine the phone number of the other party and the name of the receiver. If possible, choosing the appropriate call time can improve the call effect. Have a pen and paper ready before you make a phone call. Make a memo. The memorandum should be simple and clear, and record the main contents, such as name, time, place, content, reason, treatment result, etc. In addition, telephone skills used in different situations include:
Basic response of telephone service:
Answer the phone immediately when it rings. If the phone rings more than four times before someone answers, you must say you are sorry. Sorry to have kept you waiting. ; Use appropriate greetings. Speak clearly, softly and in a moderate tone.
If you are dealing with an emergency, you should answer the phone immediately when you hear it ring, then apologize first and explain to the other party: sorry, please wait a moment; , or ask if you can make another call or another time. For example:; I'm terribly sorry. Would you please dial * * * again? ; If you keep the phone waiting, you should say: Sorry to have kept you waiting. ; Or; I'm sorry to waste your time; .
If the phone is disconnected in the middle, generally speaking, the party who answers the phone should put down the phone, wait for the other party to dial again, and the caller will dial again. After reconnecting, add a sentence; I'm very sorry that we were disconnected just now. ;
Specify the person to answer. Important things are being dealt with:
Determine whether the situation is urgent.
Apologize when you can't answer the phone right away.
Tell the other party when it is convenient for the parties to answer.
Try to take notes on telephone contact matters.
When the designated person cannot come forward:
Can you leave a message for the client when he is out?
When the other party is not in but in an emergency, leave the phone number of the other party and let the other party call back actively.
When both parties are busy, inform each other and call back afterwards.
When the client is on a business trip or sick leave, inform him of the date of returning to the store or terminating his vacation.
When entrusted to take a message:
Make full use of information sheets or post-it notes.
Record the other party's name, call item, time and date on the note.
Repeat the contents of the project to avoid mistakes.
Say your name as a sign of responsibility.
Message notification must be delivered to the designated party.
At the end of the conversation:
Say goodbye sincerely.
Don't put down the receiver until the other party hangs up.
Gently put down the receiver.
Make records and summarize.
The front desk staff is the initial window for customers to understand the company, and their words and deeds and comprehensive quality will be an intuitive portrayal of the company's image. The etiquette of answering the phone at the front desk seems insignificant, but it is actually very important.