Company customers visiting reception flow chart
Company customers visiting reception flow chart, for some companies there are often visiting customers, which requires the staff of the front desk to entertain customers, entertaining customers is a process, the following is the company customers visiting reception flow chart
Company customers visiting reception flow chart 11, in advance to understand the visitor's Identity. Many people feel that the reception etiquette is to pay attention to from the meeting to the farewell period, in fact, far more, you should pay attention from the beginning of the contact customers, in advance to determine these information:
Customers will come to a few people, respectively, what is the position of the name and gender is what is expected to visit for how long, whether or not you need to dine in your company and so on.
2, recognize the face of the visitor in advance. There is a link is very important: before meeting, to recognize the person in charge of visiting customers, big leaders.
If you have not previously had face-to-face contact with the customer, then you can look at the customer's circle of friends, or search online, remember the looks. Or ask colleagues who have been in contact with the "visitors in charge of which, how to call, what does it look like", to make sure that you will not misrecognize the highest responsible person.
3, the day of the visit, in advance of the door to meet. Before the customer arrives, you should always WeChat, telephone to grasp his movements, 5-10 minutes in advance, you have to go downstairs to wait at the gate, and tell the customer "I'm waiting for you at the gate of the so-and-so building, wearing a red coat, black pants is me".
4, warmly greeted. When far from seeing customers get off and walk, you have to speed up the pace to meet the front, so that customers feel your enthusiasm, very close to the customer to two or three meters, slightly slowing down the pace, steady walk over, reflecting the importance you attach to him.
5, meet the active handshake greeting, while doing self-introduction. Active handshake will make the customer feel your welcome, better than the customer initiative to reach out to shake.
Self-introduction to include three elements: company + department / position + name. You can extend your hand while saying: "Mr. Wang, hello. I am so-and-so from the operations department of so-and-so company, welcome to visit."
6. Don't ignore any of the customers who visit. After shaking hands with the big person in charge, you should also shake hands with other people one by one to greet them, and if there are more than three people, a nod of the head will be enough to greet them.
7, if your leadership is also present, then you introduce each other, to follow the "honored first informed" principle.
First, your leader introduced to the customer, followed by the customer from the high position to the order of the low position, introduced to your leadership.
8, lead the customer in, you have to walk in front of the customer's left 1 to 1.5 meters, to convey the "right to honor".
If there are more than five customers, the reception staff need at least two, you lead in the front, the other at the end, pay attention to the people walking behind.
9, where there are turns, forks in the road, up and down the stairs, there must be language tips.
You can say "Hello, this way please" in front of the left turn "" I take you upstairs, please be careful with the steps ", while the body slightly sideways to the customer, with the arm to indicate the direction. Note, do not use a finger to point.
10, guiding customers up and down the stairs, there should be rules. Guide the customer on the stairs, you should let the customer walk in front, you walk in the back; down the stairs, you walk in front, the customer walks in the back. If you have to go up more than two floors, you should say at each floor, "This is the first few floors."
11, take the elevator, remember to let the customer "first in first out" principle. That is, you do not enter first, but outside, hold down the door button, stretch out the other hand to invite customers to enter, their own last into the elevator, stand to the control button near the elevator.
When you get out of the elevator, hold down the button switch and say, "After you." When the customers have all walked out, you exit the elevator and follow at a quick pace.
12, bring the customer into the meeting room or office, remember to prompt the customer: "This is it." Pull the door with one hand and invite the client to enter first with the other.
13, indoor seating etiquette to follow the "far for the top", "face the door for the top", "long sofa is better than a short sofa" principle.
In the conference room, you have to ask the customer to sit inside the door away from the door, but can face the door position, the office, the priority of the high position of the customer to sit on the long sofa, if you can't sit down, the position of the low can sit on the short sofa.
14, customers should be served tea once seated. If the company has more than two drinks to choose from, be sure to take the initiative to ask: "Our company has coffee, cola and hot tea, may I ask which one you drink?"
15, handing water, a few details to note: pouring tea pouring water do not exceed the cup seven full; end of the cup of tea hand thumb do not touch the mouth of the cup, that is the customer's mouth contact place;
more than two cups of beverages, it is best to use the tray end out; it is recommended to be placed on the right hand side of the customer, not on the left hand side; if the cup has a handle to hold the handle of the direction of the handle in the right hand side of the customer.
16, there is a beginning and an end, to do "where to pick up, but also where to send".
If it is picked up from the door of your company, it will be sent to the gate; if it is picked up from the hotel customers, it should also be sent back to the hotel, so that customers can still feel respected at the last second.
Finally, there's a one-page guide to customer reception that I saw in the Get Editor-in-Chief's office.
If you make the reception work like this, you will never have to worry about the customers who can't get through.
Contents of reception etiquette
1, items ready
In the usual time we work on the phone next to the phone should be ready to prepare a good paper and pen, easy to record the content of the customer's phone.
2, left-handed microphone
Most people are accustomed to using the right hand to pick up the phone handset, 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 easily clamped and fall down to make a harsh sound, thus bringing 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 comfortably achieve the purpose of communication with customers.
3, answering time
Answer the phone within three rings, if there is something delayed in answering the phone, you should be the first to apologize to the customer when you receive the call.
4, maintain the correct posture
The process of answering the phone should always maintain the correct posture. In general, when the human body is slightly sunken, the dantian is compressed easily lead to the sound of the dantian can not be issued; most of the people speak the use of the chest, which is easy to dry mouth, if the use of the dantian voice, not only can make the sound magnetic, and will not hurt the throat.
Therefore, keeping a sitting posture, especially not lying on the edge of the table, can make the voice natural, smooth and beautiful. Additionally, keeping a smile on your face can make the caller feel your pleasure.
5, repeat the content of the phone
Before the phone is answered, do not forget to recite the main points of the call, to prevent the record of errors or deviations brought about by misunderstandings, so that the whole work more efficient. For example, you should check and proofread all aspects of the meeting time, location, contact number, area code, etc. to avoid mistakes as much as possible.
6, thank you
Lastly, thanking the customer is basic courtesy, the visitor is a guest, the guest as a matter of honor, do not think that you can not directly face the customer and do not have to take care of them. There is also to remember that after the end of the phone call to let the customer first line to hang up the phone, we then hang up the phone.
Company customer visit reception flow chart 3Company customer reception process
Reception application ----- to determine the level of reception ----- to contact the reception unit ----- to arrange for the reception of staff ----- airport (station) to pick up the car ----- to arrange for lodging ----- marketing center to visit the ----- leadership reception ----- catering arrangements ------ put forward, collect cooperation matters ------ processing, determine the cooperation matters ------ leadership talks ------ airport (station) to send the car ------ phone call back
1, reception application: business, a field department staff in the understanding of the customer is about to visit the Administrative Office, notification of the request for customer reception arrangements, such as travel outside should be Timely notification by phone, and implement the customer's contact information, the number of accompanying, whether the car to the airport or train station pick-up;
2, to determine the level of reception: reception according to the level of visitors, according to the following standard arrangements for the reception
(1) the level of ordinary people: suitable for personnel: dealers business class inspectors, technicians, designers of home furnishing companies, manufacturers, middle managers, general intention of reception
(1) ordinary people level: suitable for people: dealers business class inspectors, technical personnel, home furnishing company designers, manufacturers Middle managers, ordinary intention dealers and so on.
a: Accommodation standards according to the requirements of the other personnel, the company does not bear the cost of accommodation;
b: Catering standards: lunch simple consumption control in the 300 yuan, dinner consumption control in the 400 yuan;
c: Reception accompanied by: the company's grass-roots salesmen, a regional manager;
d: Reception vehicles: 4x4 vehicles or cabs.
e: the above standard is based on two customers, such as more than two customers, the catering another 50 yuan / person standard calculation;
(2) senior personnel level: suitable for the personnel: engineering procurement, end-consumption business leaders, cooperative dealers, manufacturers of high-level management personnel, the head of the export company and so on.
a: Accommodation standards according to each other's personnel requirements, the company does not bear the cost of accommodation;
b: Catering standards: lunch simple consumption control in the following 500 yuan, dinner consumption control in the following 500 yuan;
c: Reception of accompanying personnel: a regional manager, a field supervisor;
d: Reception vehicles: four-wheel drive or commercial vehicles or cabs;
e: emotional reception: such personnel, the company's senior cadres can be arranged to do a one-time or two home reception, reception staff accompanied by, in order to increase mutual affection; (depending on the cooperation between the two sides)
f: other hospitality projects: the company arranges for the customer to the main attractions of the local tour or evening entertainment, the cost of controlling the cost of less than 700 yuan; if necessary, can be presented at the time of the customer trip to the souvenirs. . (Depending on the cooperation between the two sides)
g: the above standard is based on two customers, such as more than two customers, the catering is another 100 yuan / person standard calculation; entertainment is another 200 yuan / person standard calculation;
(3) special personnel level: suitable for personnel: the main field of distributors leaders (including domestic sales, exports), the main field of government personnel, local industry-related leaders, manufacturers invited leaders, the main field of the local government personnel, the local industry-related leaders, the local industry-related leaders, the local industry-related leaders, the local industry-related leaders, the local industry-related leaders, the local industry-related leaders, the local industry-related leaders, the local industry-related leaders, the local industry-related leaders, the local industry-related leaders, the local industry-related leaders. Department heads, manufacturers invited leaders, the company invited leaders, other special personnel. /p>
d: reception vehicles: commercial vehicles or rent a senior car;
f: other hospitality projects: the company arranged to take the customer to the main attractions of the local tour or evening entertainment, the cost control in the following 1200 yuan; if necessary, can be presented at the time of the customer's departure souvenirs. (Depending on the cooperation between the two sides)
g: the above standard is based on two customers, such as more than two customers, then add another 100 yuan / person standard calculation; entertainment and another 250 yuan / person standard calculation; 3, contact reception unit: administrative staff according to the reception of the application requirements, in the customer should be made before arriving at the reception arrangements, and timely contact with the customer to understand the number of specific visits, whether or not The company's business is to provide the best service to the customers and to ensure that the customers can enjoy the best quality of life.
4, the arrangement of reception staff: the company according to the needs of the work of the reception staff, the reception task of the personnel must be strictly in accordance with the standard implementation of the entire reception process. In general, the visitors did not leave before the reception staff should not be changed at will.
5, the airport (station) pick-up: reception staff in the reception task, must confirm the visitors of the flight (shuttle) when to arrive, the arrival location, flight number (number of cars), the name of the visitors, characteristics.
Car, the first implementation of the company has no vehicle after the car, such as the inability to arrange a vehicle should notify the customer and told the way to ride, especially the plane, you can notify the high-speed express to the Hongkong Express Station or play to the station after taking the high-speed to the airport. After receiving the visitors, the reception staff to help carry luggage on the car, according to the time of the shift or the needs of visitors to arrange accommodation, food and drink in order of priority.
6, accommodation arrangements: after arriving at the accommodation, the receptionist should take the initiative to help visitors carry luggage to the room, briefly explain the use of facilities in the room, leave their contact numbers. According to the visitors are long-distance or short-distance, arrange the visitors to rest or directly to the marketing center. And in advance with the Ministry of Internal Affairs to contact the marketing center of the reception arrangements.
7, the marketing center visit: the marketing center reception is mainly the reception of the exhibition hall visit, generally do not arrange office visits. After the receptionist accompanied the visitors to the showroom, the showroom assistant sales must take the initiative to go forward, use polite language, arrange for visitors to be seated, send tea.
The main introduction work is carried out by the receptionist, and the assistant salesman of the showroom cooperates. (Such as leading, mentioning the relevant information, creating an atmosphere, etc.) The main focus of the introduction work is to highlight the following: samples, paving effects, the layout of the showroom, the explanation of the new products, furniture and sound effects with the staff's main responsibility for the scope of work, the company's culture, the prospects of the company and so on.
Detailed explanation, is the key to dealers around the world can be a good copy of the marketing center. In the absence of the introduction of the company's leadership, the reception staff in the showroom can be discussed in advance and visitors to discuss the views of cooperation and the main purpose of the visit.
8, the leadership of the reception: receptionists in leading visitors to see the leadership before, must be communicated with the company's leadership, to confirm the reception time, location, and then lead the visitors to meet with the leadership. When meeting, the receptionist first do the work of introducing the two sides, and then roughly explain the visitor's main negotiation matters. (Special note: when introducing the company's leadership, should be consciously or unconsciously on the leadership to do to elevate the status of the praise, to increase the advantages of negotiation.)
9, catering arrangements: the Office of Administration can inform the relevant departments to carry out the general reception requirements of the business staff or a field staff together, do a little standard can be arranged by them after the receptionist should accompany the visitors to the meal, and in accordance with the customary arrangements for the guests of the drinks, meals, the receptionist can appropriately drive the atmosphere to promote the two sides of the emotional exchanges. (Note: the receptionist himself do not drink too much, check out not when the face of the guests, out of the checkout)
10, put forward, collect cooperation matters: after the above reception steps, the two sides of the emotional exchanges have a foundation, the receptionist can arrange for the two sides to turn to the stage of business negotiations. According to the actual situation of the company's work and the relevant standards of the department, the content of the proposed cooperation matters, consulting the content of the cooperation matters raised by the visitors and make a good record.
11, processing, determine the cooperation matters: in line with the principle of win-win situation, the reception staff in the company and visitors according to the content of the cooperation matters to collect the views of both sides, processing to finalize the work, the two sides determined by the text handed over to the two sides.
12, leadership talks: the two sides in the cooperation matters reached agreement, the leaders of the two sides will generally congratulate each other on the ceremony, the reception staff in due course to make the relevant arrangements.
13, the airport (station) to send the car: visitors leave, accompanied by the receptionist to send the car, the receptionist in addition to take the initiative to help visitors to remind the exception, such as the company's gift of souvenirs, be sure to remind or directly submitted to the hands of the visitors. Send the car, must wait until the visitors leave their own line of sight after the scope, can leave.
14, telephone callback: the receptionist to send visitors to go by flight number (car), the estimated time of their arrival, the appropriate time to go to the phone to consult the reception of the work of the situation, to understand the customer's views on the company's products and corporate image and so on. Timely report to the company, in order to improve.
Regardless of the purpose of the visitors to visit, the reception of many times will have a direct impact on the customer's choice of our company. As long as we do a good job of reception, we will leave a good image to the visitors, thus increasing the competitiveness of the industry Marazzi company.