1, the table is clean and tidy, and all kinds of ticket books, water boxes and calculators on the table are neatly arranged. Items unrelated to work are not allowed to be placed.

2. Computers, telephones and other equipment should be kept clean and can be used normally.

3. The mailbox should be kept clean, free from offset printing and damage, and the guest book and pen should be placed in the designated location.

4. The returned goods should be classified and placed in the designated location.

5. Friendly signs for service desk adjustment and return should be kept clean and clear.

6, the ground health must be cleaned in time, floor tile to keep no damage, no cracks.

Second, gfd.

Appearance: Maintain a good mental outlook when taking up the post.

1. Hair: The hair is well combed and there is no dandruff, so it can't stay in the sea, so it can only stay in Qi Mei. Long hair needs to be tied up, and the hair feet of male employees are not above the ears, but behind the neck.

2. Face: Male employees have clean teeth, fresh mouths and clean beards.

3. Wear: Accessories can only wear watches, and female employees are not allowed to wear accessories and alternative headdresses.

4. Hands: nails are often cut clean. When a female employee stands, her right hand is pressed on her left hand, while when a male employee stands, her hand naturally droops.

appear

1, frock: frock is clean and tidy, ironed flat, moderate in size, complete in buttons and moderate in trousers length.

2. Work card: The work card is worn according to the requirements of the company, and the photos are taken with one-inch color red background tooling, and the printing is complete and clear.

3. Shoes and socks: wear shoes and socks designated by the company.

Third, job responsibilities

1. Abide by the employee handbook and various rules and regulations formulated by the company.

2. Maintain and show Fat Dong's good mental outlook.

3. Enthusiastic and proactive reception of every customer.

4. Be patient, sincere and calm when dealing with customer complaints. If it cannot be solved beyond its own authority, report to the supervisor in time and make a record of customer complaints.

5. Check the mailbox customer guest book, contact the customer within 24 hours, and thank the customer for their comments and suggestions.

6. Learn more about the promotion activities in the store to facilitate customers' consultation.

7. Do a good job of price difference refund.

8. Register the goods needed by customers in time, report to the regional supervisor and make a telephone call back.

9. Do a good job of returning goods every day, report the goods with quality problems in time, and fill out the goods return form.

10. Inquire about the balance and consumption details of home cards for customers, and magnetize degaussed home cards.

1 1. Provide customers with invoice business and handle membership card business.

12, to ensure the daily balance of accounts.

Fourth, service standards.

code of conduct

1. Don't be late or leave early for work. Sign in and check out on behalf of others.

2, must strictly implement the attendance system, need to ask for leave, must fulfill the sick leave formalities.

3. Before going to work, you are not allowed to eat foods with peculiar smell such as onions and garlic, and you are not allowed to go to work after drinking.

4. No personal phone calls and no shopping during work (except business and customer calls).

5. No chasing, chatting and humming in the store, and no interference with others' work (except serving customers).

6. During the business period, it is forbidden to put your hands on your hips, hold your arms and put your bags in public.

7. When coughing or sneezing, turn back and avoid it slightly. If you are receiving customers, say "I'm sorry" and don't drink water in front of customers.

8. Don't talk loudly in the store, which will affect customers' shopping.

9, during the shift, don't complain, emotional mount guard and other words and deeds that are not conducive to work, don't bargain and don't open conditions during work.

10, according to the specified time and number of people, when attending the meeting, the mobile phone should be turned off or turned on mute, and the pen and notebook should be brought actively.

1 1. When participating in large-scale collective activities, you should maintain the company's image, enter and leave the site at the specified time, and clean up the sundries you carry when you leave the site.

12. When you see garbage such as peels and scraps of paper in the store, you should take the initiative to pick them up and put them in the trash can, so as to develop good hygiene habits and facilitate cleaning.

13, you must wear a mask when you have a cold, and spitting is not allowed.

14, no littering, no smoking in the work area.

15. You must wear a helmet and hold a valid certificate when riding a motorcycle or pedal electric vehicle, and you are not allowed to drive under the influence of alcohol.

16. Stand on the right side of the elevator when getting on and off.

Service period

1. When the customer is dissatisfied, say: OK, OK, please wait a moment, I'm very sorry, I'll handle it for you right away; When it exceeds its own authority, it should immediately report to the supervisor to find a solution.

When the customer came to the service desk, the service staff stood up with a smile and signaled to the customer, "Hello, can I help you?"

When serving customers, always keep smiling and friendly tone.

4. When returning goods, quote the selling price and refund amount of the goods, and remind customers to pay in person: "Hello, this product is returned to you in 50 yuan, 50 yuan, please pay and walk slowly." Pass the money and tickets to the customer with both hands.

5. After returning the goods for the customer, the customer should send a voice when leaving: "Please walk slowly and go well".

Taboo:

1. Never treat customers with simple words like "hey" and "hello".

2. It is forbidden to talk about customers behind their backs or point fingers behind their backs.

3. It is forbidden to use "this is not my responsibility", "this is not our reason" and "there is no way to return it". Try not to use negative words, let alone judge a book by its cover.

Verb (short for verb) workflow

Before business

1, sign in 10 minutes in advance to check gfd.

2. Clean the hygiene of the work area and provide customers with a beautiful, neat and clean environment.

3. Open the customer message box, sort out the message book and hand it over to the manager on duty.

4. Prepare the articles needed for work, such as water tank, calculator, phone book, return documents, etc.

5, familiar with the day's promotional activities, special goods, convenient for customers to consult;

6, open the computer, invoice machine, check whether the network is running normally, whether the phone can be used normally.

7. Prepare the return reserve.

8. Greet customers cheerfully.

be in business

1, customers have difficult questions and need our help. Please take the initiative to ask and answer patiently.

2. Make the difference.

3. Normal return shall be processed within 5 minutes on the premise of customer satisfaction.

4. Prepare the reserve fund for return, report the total return amount and price difference of the previous day to the Chief Financial Officer in the financial room, and send the cash to the service desk for return on the same day after verification.

5. Register the goods needed by customers in time, report to the regional supervisor and make a telephone call back.

6. Be patient, sincere and calm when dealing with customer complaints. If the problem cannot be solved beyond their own authority, report to the supervisor in time and keep a record of customer complaints.

7, afternoon class content:

First, the specific content of the morning meeting; B. For the unfinished customer complaints, it is necessary to make a telephone return visit to inform the customer's contact information and the reason for the return visit; C. There is information about the commodities promoted on that day; D, the customer lost items clearly.

8. Items returned every day shall be returned to the mall by classification after inspection by the quality inspector;

First, the distribution inspectors should check whether the returned goods are accurate every day (the black copy will be returned to the cashier computer head after the inspectors count the sheets);

B, accurately calculate the total amount of return on that day, and submit it to the computer by the inspector, which is consistent with the amount of return typed by the cashier from the computer;

C, write down the goods returned on the same day on the return details, and explain the reasons for the return in detail, and hand them over to the computer staff the next morning and upload them to the company's website.

9. Carefully distinguish the price difference and cost amount of each class and each place on that day. Schedule of expenses (signed by each director).

10, goods with quality problems shall be reported and handled in time. Fill in the list of goods quality return in a unified way.

1 1, 10 Minutes before seeing the guests off, find out the remaining cash, price difference, expenses, loss report and received reserve fund on the day when the prize cards are inconsistent, and sort out the daily accounts to ensure that the accounts are consistent with the facts.

After work:

1. Clean the workbench and put the cash and materials in the accounting room.

2, clean the area health, turn off the power and unplug the socket.

3. Assist the field personnel to do other follow-up work after the closure.

4. After returning home, check the information sent by employees.