Image requirements The receptionist is the "image spokesman" or "face" of the enterprise. Therefore, the receptionist is required to sit, stand, walk, walk, upright and natural, to maintain a good mental outlook. The following is my collection of reception etiquette, welcome to learn reference.

Business Reception Etiquette

1, daily reception

(1) greeting etiquette

You should immediately greet the visiting guests: to show warmth and friendliness and willingness to provide services. If you are typing you should stop immediately, and even if you are on the phone you should nod to the visitor.

Be proactive and greet guests warmly: When greeting, nod gently and smile. If it is a guest you already know, the address should seem more intimate.

The reception of unfamiliar guests: unfamiliar guests when visiting, be sure to ask their names and company or unit name. Usually ask: May I ask your name? Which company are you?

(2) reception etiquette

Reception of guests should pay attention to the following points.

First, guests looking for the person in charge is not in, to clearly tell each other where the person in charge to go, and when to return to the unit. Guests are asked to leave a phone number, address, clear from the guests again to the unit, or our responsible person to the other unit.

Second, when the guests arrived, we are responsible for the kind of. A kind of reason can not immediately meet, to explain to the guests to wait for the reason and waiting time, if the guests are willing to wait, should be provided to the guests tea, if possible, should be changed from time to time for the guests tea.

Third, the reception staff to lead the guests to the destination, there should be a correct method of guidance and guidance posture.

In the corridor guidance method. Reception staff in the guest two or three steps before, with the pace, let the guest walk on the inside.

In the conference room. When guests walk into the conference room, reception staff with hand instructions, guests are invited to sit down, see the guests sit down, only after the nodding salute to leave

Fourth, sincere tea.

V. When leaving the conference room, do not close the door with your back turned, you must turn your body around and close the door with a smile.

Unwelcome guests reception

A guest did not make an appointment to visit, do not answer directly to the person you want to find in or out. Instead, tell the person, "Let me see if he's in." At the same time politely ask each other the purpose of the visit: "May I ask what you are looking for him?" If the other party does not inform the name then you must ask for clarification, and try to fully determine from the guest's answer whether he can be allowed to meet with his colleagues. If the person the guest is looking for is a supervisor of the company, it should be handled more carefully.

Telephone etiquette

1, telephone answering skills

(1) Purpose

Through the phone, the caller is left with the impression that the company is a polite, warm, enthusiastic and efficient company. When we answer the phone we should be enthusiastic because we represent the image of the company.

(2) the left hand holding the handset, the right hand holding a pen

Most people are accustomed to pick up the phone handset with the right hand, but, in the process of telephone communication with customers often need to do the necessary written records. When writing, the microphone is usually clamped to the top of the shoulder, so that the phone is easy to clamp and fall down to make a harsh sound, which brings discomfort to the customer.

In order to eliminate this undesirable phenomenon, it should be advocated to use the left hand to hold the handset, the right hand to write or manipulate the computer, so that you can easily and freely achieve the purpose of communication with customers.

(3) Pick up the phone within three rings.

(4) Pay attention to your voice and expression

You must speak clearly, right into the microphone, and pronounce your words accurately. When talking on the phone, you should not yell or mumble, but use your normal voice? and try to use a warm and friendly tone.

You should also adjust your expression. Your smile can be conveyed over the phone. Use polite phrases such as "Thank you", "May I help you?" "You're welcome."

(5) Maintain proper posture

Maintaining a seated position, especially not on the edge of the desk, makes the voice natural, smooth and pleasant. Additionally, keeping a smile on your face can make the caller feel your pleasure.

(6) Recite the key points of the caller

Before you finish answering the phone, don't forget to recite the key points of the caller, so as to prevent misunderstandings brought about by recording errors or deviations, and to make the whole work more efficient.

(7) Thank you at the end

Thank you at the end is also a basic etiquette. The visitor is a guest, customer-oriented, never because the phone customers do not directly face and think you can not take care of them. In fact, the customer is the company's bread and butter, the company's growth and profitability are closely related to the customer's transactions. Therefore, company employees should be grateful to customers, to thank them and blessing.

(8) Let the customer get off the phone first

Because once you hang up the phone first, the other party will hear the "click" sound, which will make the customer feel uncomfortable. Therefore, when the call is about to end, you should politely ask the customer to hang up first, and then the whole call will be successfully concluded.

(9) when you are on the phone, but also happened to guests visiting, in principle, should be the first to entertain the guests, this time as soon as possible and call the other party to apologize, get permission to hang up. However, the content of the phone is very important and can not hang up immediately, you should tell the guests to wait, and then continue to talk.

Call transfer process

When we receive an outgoing call, we should follow the following process:

Use the following statement: "Hello, Colored Networks Information Technology Co."

If the caller names the person they are looking for? Please answer, "Please hold and I will transfer you to him/her." If the phone is busy? Please answer: "I'm sorry, ** the phone is busy, would you like to wait a moment?"

If the person answers "yes", hold the caller's line, but wait almost a minute to confirm with the caller if they want to wait. You must say, "**The phone is still busy, do you still want to wait?" If the answer is no, you must say, "Is there anything I can pass on to you?"

(4) If you know that the person in question is not in the office at the moment? You must say, "I'm sorry, ** is out of the office at the moment, is there anything I can pass on to you?" Or "I'm sorry, ** is out of the office, is there anything I can tell you?" Never pass on a message without understanding the other party's motives, what is the purpose, not to mention unauthorized to say the whereabouts of the designated addressee or the addressee's cell phone number to the caller.

(5) If the caller does not want to talk to a specific person or is not sure who to talk to, you must say, "How can I help you?" Find out the purpose of the caller by talking to him. If it's a complaint call, you should listen carefully and help them find someone who can help, but not direct the call to a company executive. If it's a general sales call, you must say, "I'm sorry, ** is out of town and can't be reached at the moment, do you need me to relay any information?"

(6) If the caller dialed the wrong number, you must say, "I'm sorry, you are not the wrong number? This is Shanghai Nonferrous Network

(7) If a call takes a long time and there are other calls coming in, you have to say: "I'm sorry, sir, can you wait a little while so I can answer another call?"

Etiquette and order within the company

1, leave the seat and go out

The special nature of the receptionist's work determines that it should not be too long away from the seat, generally not more than 10 minutes. If you need to go out for special reasons, you should first find a proper agent, and explain clearly the way to answer the phone.

2, strict adherence to working hours

Front desk receptionists should strictly abide by the work and rest time.

3, gossip and conversation