Customer reception workflow, in the workplace life, people working at the front desk should set an example, because the first thing customers see is the front desk, so the front desk should leave a good impression on customers, so as not to lose the face of the company. Let me share the customer reception workflow.

Customer reception workflow 1 company front desk customer reception workflow

1. Set up a company visitor register, and all personnel who come to the company must register (the boss's close friends or construction department personnel are not allowed to register). The name, the number of visitors, the reason for the visit and the time of entry and exit are indicated on the register.

You must be on duty during working hours. That is, 8:30 am, 12:00, 2:30 pm and 6:00 pm. If you need to go out on business, you can leave your post with the approval of your direct leader. When going out, the direct leader will arrange the reception at the front desk, and must ensure that there are no vacant positions at the front desk. If it is impossible to arrange personnel, the receptionist shall not go out. Private affairs are not allowed to leave the post.

3, the company has a visiting guest, the guest to the front desk within one meter, the receptionist must get up and smile, say polite words, and greet the guests to sit down. The receptionist can't sit down until the guests sit down.

When the guest puts forward personal requirements, the receptionist must listen carefully and take notes when necessary. In case of a complaint that cannot be handled, please wait a moment and ask the customer service manager to solve it.

When the visitor asks to see the company staff, the receptionist should first ask if there is an appointment. And ask visitors to register well, and then call the employees they are looking for to ask if they have brought them in. If you need to bring it in at once, lead the way before you leave. If you need to bring it in later, please sit in the reception room, pour water for the guests and ask them to wait a moment. When you can bring them in, bring guests in. Take it to the office and pour water for the guests. (seven points full).

6. If the visitor doesn't listen to the request and wants to break into the office, call the order maintainer to help intercept it. In case of emergency, you can call the staff in the company office hall for help.

7. When the guest leaves, please re-register and greet with a smile, "Welcome to come again next time".

Gfd's Requirements for Reception Company's Front Desk Customers

1. If the company orders uniforms, it must wear uniforms to work. When there is no custom-made uniform, you must wear professional clothes, that is, suits to work. Keep it clean and tidy.

2. Don't wear jeans, T-shirts, strapless clothes, suspenders and other informal clothes to work. Don't wear slippers or leather sandals similar to slippers to work. The hem of the skirt should not be less than three centimeters below the knee. Don't wear "three legs"

3, the head must be washed frequently, neatly combed, no dandruff. No long hair, no shoulder-length hair.

4, often cut nails, keep clean, do not grow nails, nail polish, nails can not have black objects.

5. Keep your breath fresh and natural without peculiar smell.

6. Wear light makeup at work and don't wear accessories other than rings. No makeup at the front desk.

7. Maintain good standing posture, sitting posture and walking posture. Stand with your chest out and your shoulders in. Don't lean back, shake your head and look around when you are sitting. Keep standing on the basis of walking, move forward horizontally, steadily and moderately, and don't run in the community without emergency.

8. In front of the guests, no manicure, tooth picking, nose picking, burping, stretching, singing, humming or makeup are allowed.

Customer reception workflow 2 1, purpose:

In order to carry out hotel-style integrated property management, improve the service quality of each service center, and standardize the on-the-job behavior and reception process of customer service receptionists.

2. Scope of application

Customer service staff of each service center of the company

3. Responsibilities:

3. 1 The supervisor of the customer service department of the service center is responsible for the training and implementation of job requirements and reception procedures.

3.2 The service center manager is responsible for supervising and inspecting the work requirements and reception process of customer service personnel.

3.3 The customer service department and the quality department of the company are responsible for supervising and spot-checking the customer service requirements and reception process.

4. Method and process control

4. 1 Dress code:

4. 1. 1 employees should wear work uniforms according to regulations when going to work, and the work card should be worn on the left chest at a position 10CM away from the shoulder;

4. 1.2 Uniforms must always be kept clean and tidy, and those who are not dressed neatly are not allowed to enter the work area;

4. 1.3 The dress code requires that all buttons of shirts should be buttoned, and trouser legs and sleeves should not be rolled up; The tie (bow tie) must be straight; Personal clothing shall not be exposed at the sleeves, collars and necklines of uniform coats and shirts; Clothes pockets shall not contain items that are too big and thick; Keep the leather shoes bright and wear dark socks;

4. 1.4 Don't wear exaggerated ornaments, long nails painted with colors and patterns and nail polish;

4. 1.5 Female employees should treat you lightly and don't wear heavy makeup. Long hair over the shoulder should be tied behind the ear and should not be unkempt. Don't wear strange clothes, don't comb weird hair styles, and don't paint colored hair;

4. 1.6 Male employees should keep beards and long hair, which should be trimmed frequently, and the hair length should not cover ears and collars;

4. 1.7 Maintain a good mental state, be polite, efficient and agile during working hours. Treat guests warmly and thoughtfully, be polite and generous, be simple and pragmatic, and be neither supercilious nor supercilious.

Standard dress (female receptionist) (male receptionist)

4.2 Words and deeds:

4.2. 1 When the receptionist goes to work, she behaves in a civilized manner and is full of energy. The female receptionist stands in a "D" step, the male receptionist opens a "8" step, and the ascending lines of the two feet intersect at a 45-degree angle;

4.2.2 Hold your head high, and don't bend over. Female receptionist's hands are crossed and overlapped on her abdomen, male receptionist's hands are behind her back, her left hand is buckled on her right wrist, and her feet are shoulder width apart.

4.2.3 Don't stretch or put your hands in your pockets.

4.2.4 Smoking, eating snacks, whistling, listening to tape recorders or playing with mobile phones are not allowed when on duty.

4.2.5 No spitting, littering, ear picking, nose picking, knocking on tables and chairs, stamping feet or playing with other items.

(standard standing posture)

(female receptionist) (male receptionist)

4.3 Lobby Reception Procedures

4.3. 1 Maintain a good gfd and happily wait for the arrival of customers;

4.3.2 Maintain good gfd. When welcoming guests, put your hands on your lower abdomen. When the guest is 5 meters away from the post, smile and greet, bow 30 degrees (suitable for male and female service personnel), and guide with 45-degree gesture.

4.3.3 Guide guests and provide free shoeshine service;

4.3.4 When the guests came to the lobby, the receptionist greeted them: "Hello! Welcome to Lin Jun's world, sir/madam. what can I do for you? (If you receive the guest name information provided by the corresponding post, you can call Mr./Miss/Ms. X directly. ), courtesy bow 30 degrees (suitable for male and female service personnel), gesture guide 45 degrees ";

4.3.5 Guide the guests and simply visit the supporting facilities in the lobby; Guide the guests to take the elevator after the visit;

4.3.6 Guide the guests to the elevator, and remind them "Sir and Miss, please be careful with the ladder" when guiding. After helping the guests press the elevator, remind them "Sir, Miss, please wait a moment";

4.3.7 After the elevator arrives, "Ladies and gentlemen, the elevator has arrived, please", bow politely for 30 degrees (applicable to male and female service personnel) and gesture 45 degrees;

4.3.8 After the guest enters the elevator, the receptionist enters the elevator to help the guest get to the floor as requested by the guest. After getting out of the elevator, the receptionist stood at an oblique angle of 45 degrees with the elevator door. When the elevator door is about to close, the receptionist will make a 30-degree courtesy bow (suitable for male and female service personnel) to bid farewell to the guests. "Ladies and gentlemen, please take care, work number XXX, glad to serve you";

4.3.9 Adjust the mentality, return to the post immediately, and convey the information of the service area to the corresponding post by telephone or walkie-talkie (and briefly explain the characteristics and surname/name of the guest).

4.4 Sales Hall Reception

4.4. 1 Keep intact. Gfd is full of energy, waiting for customers to come to the door;

4.4.2 Maintain good gfd. When welcoming guests, put your hands on your lower abdomen. When the guest is 5 meters away from his post, smile and say hello. Bow 30 degrees (suitable for male and female service personnel), 45 degrees angle gesture guidance.

4.4.3 When the guests came to the lobby, the receptionist greeted them: "Hello! Welcome to XXX, sir/madam. what can I do for you? (If you receive the guest name information provided by the corresponding post, you can call Mr./Miss/Ms. X directly. ), courtesy bow 30 degrees (suitable for male and female service personnel), gesture guide 45 degrees ";

4.4.4 Lead the guests into the sales hall, and lead them to sit down and have a rest;

4.4.5 Politely invite the sales staff to inform them of the simple situation and needs of the guests; Introduce the sales staff to the guests;

4.4.6 Inform the bartender to present the guests with towels carefully prepared by the club, and deliver freshly squeezed coffee or carefully brewed milk tea;

4.4.7. The sales receptionist patiently explained the situation of Lin Jun's real estate to the guests;

4.4.8 Guide the guests to visit the model house;

4.4.9 Guests must be sent out to see them off, and remind them to be careful with the ladder, and ask them if they need a battery car; "Sir, madam, welcome to XXXX again, work number XXXX, glad to serve you";

4.4. 10. battery car driver's standing posture and guidance requirements: stand beside the cab in high spirits and wait for the guests. After the guests get on the bus, remind them to hold on and sit tight! And ask the guest's destination.

4.5 Model Room Reception Process

4.5. 1 Maintain a good gfd and happily wait for the arrival of customers; When the guests come, greet them with a smile, bow 30 degrees (suitable for male and female service personnel), and guide them with a gesture of 45 degrees; "hello! Welcome to XXXX (project name) XX model house (model house number) ";

4.5.2 Show the guests to their seats and remind them "Please sit down for a while, and we will help you put on the shoe cover"; And lead the guests into the model room;

4.5.3. The reception staff in the sample room patiently and meticulously introduce the situation in the sample room to the guests;

4.5.4. Explain to the guests according to the characteristics of the model house, focusing on the highlights and selling points of the model house;

4.5.5. After the visit, show the guests to sit down, "Hello! Ladies and gentlemen, please sit down for a while, and I'll help you take off your shoe covers ",and remind the guests to wait for the elevator;

4.5.6. After the elevator arrives, guide the guests into the elevator; And help the guests to bid farewell according to the required floor; "hello! The elevator has arrived, please, welcome to visit again, work number XXX, glad to serve you ";

Customer reception workflow 3 company customer reception workflow

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. Receiving application:

When the staff of the business department and a field department know that the customer is coming to visit, they will inform the administrative office and ask to arrange the customer reception. If you are on a business trip, you should call in time, and determine 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 work needs, and the staff 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. Pick up the car at the airport (station):

After receiving the reception task, the receptionist must confirm the arrival time and place of the visitor's flight (shuttle bus), flight number (train number), and the 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 arrangements:

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 the marketing center:

The reception of the marketing center is mainly the reception of the exhibition hall visit, and generally no office visit is 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, leadership interview:

Before leading the visitors to meet the leaders, the receptionist must communicate with the company leaders to confirm the meeting time and place, and then lead the visitors to meet the 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 arrangements:

After the administrative office knows the relevant departments, the general reception needs the business staff or the staff of a field department to do 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 sides has a foundation, and the receptionist can arrange for the two sides 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. Handle and decide on cooperation matters:

On the principle of win-win, the receptionist collects the opinions of both the company and the visitors according to the contents of the cooperation matters, processes them and finally determines the work, and submits them to both parties in writing after being determined by both parties.

12, leaders talk:

After the two sides reach an agreement on cooperation, the leaders of both sides will generally hold a ceremony to congratulate each other, and the receptionist will make relevant arrangements in due course.

13, airport (station) car delivery:

When the tourists leave, they will be accompanied by the receptionist to deliver the car. The receptionist will take the initiative to remind the visitors, and if there are souvenirs given by the company, they must 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 visitors according to their flight number (train number), calls the reception in time to understand 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.