Bottled water distribution service standards and operating procedures

Distribution service standard:

Customer service can be roughly divided into three types according to the types of customers currently developed by the company: family customers, market customers and company group customers.

First, door-to-door customer delivery service:

No matter the person on duty or other people in the station answer the phone with a smile and use the standard service language: "hello!" " Huangguoshu's "Water Supply Center at Your Service" concludes with: "Thank you! Goodbye. " Answer the water phone, fill in the sub-station water supply record form in time, fill it in item by item, and ensure the accuracy.

1. Work before leaving the station

(1) Read the water supply record book, confirm and sign it;

(2) Check the contents of the bag (the wallet should be hung in a fixed position for unified distribution), which should include: distributing notebooks, pens, gloves, shoe covers, clean towels, rags and detergents;

(3) water quality inspection. Take the water off the shelf by hand, put it on the leather mat on the ground for inspection to see if there is any foreign body in the water and whether it is a trachoma bucket, and wipe the barrel body and bottom with a towel after confirmation;

transport

(1) After leaving the station, pay attention to safety during transportation, strictly abide by traffic rules, stop at the red light and go at the green light; In line with the principle of "stop for ten minutes, don't grab a second", don't fight, don't fight; In case of intersection with complicated traffic, you can pass only after you confirm safety.

(2) After arriving at the customer's address, find a suitable parking space (preferably attended by someone) to park the vehicle and lock it in time. Open the door after confirming safety and close the door in time to prevent pedestrians and vehicles from being injured due to accidental collision.

Meet customers

(1) Drain water before entering the house and tidy up the image (use a clean towel to wipe the sweat in summer;

(2) Knock on the door (two short and one long). If the customer has a doorbell, just ring it once. If the customer doesn't respond, ring the doorbell again every 3-5 seconds.

(3) After the customer responds, he should say, "Hello, the distributor of Huangguoshu Water Supply Center, to deliver water for you";

(4) Show your certificates, introduce yourself briefly, put water at the customer's door, stand at the door and put on a shoe cover, one for each person;

(5) Water is brought to the customer's home;

(6) Ask the customer to confirm the variety and quantity of water and say, "This is the Huangguoshu mineral water you want, please confirm it."

(7) Lift the water to the customer's water dispenser and turn off the power of the water dispenser;

(8) Put on gloves and remove the packaging and sealing ring at the barrel mouth;

(9) Take off the package and put it in the pocket together with the sealing ring;

(1 1) Unload the bucket and add water. Hold the bucket body with both hands and put it vertically on the water dispenser, so as not to touch the mouth of the bucket, and the bucket label is outward;

(12) Wipe the upper surface, barrel body and bottom of the water dispenser with a towel, and turn on the power of the water dispenser;

(13) "Sir (Miss …), the water is ready for you. What do you think you need? If there is no problem, please pay the water ticket ";

(14) Take the water ticket with both hands, thank you and record the customer number on the water ticket;

(15) After leaving home, say something else: "I am willing to serve you again, goodbye" (quietly close the door and leave).

Step 4 return to work

(1) Locate the empty barrel according to its position in the station;

(2) After returning to the station, give the water ticket and empty bucket to the delivery team leader or the duty officer or the back office, and register the delivery situation in the delivery record book. Prepare standardized distribution for the next customer.

(3) Check the water delivery vehicles and charge or repair them in time.

Second, the company group customers

The process of distribution service for group customers of the company is basically the same as that for family customers, but the step of overshoeing is omitted. According to the customer's wishes, the company group customers can omit the installation steps of bottled water.

Third, the market customer distribution service.

The process of distribution service for market customers is basically the same as that for family customers, omitting the process of wearing a shoe cover.

Fourth, value-added services.

Value-added service is the service feature of Huangguoshu Water Supply Center. Provide value-added services to different customers in various ways, such as helping customers deal with garbage, sending holiday greeting messages to customers, and cleaning water dispensers for free.

1. Water dispenser cleaning

Work before leaving the station

Check the contents of the bag (distribute the wallet uniformly, and the wallet should be hung in a fixed position), which should include gloves, shoe covers, towels, detergents, notebooks, pens, washing receipts for water dispensers, pliers, screwdrivers, cable ties and water dispenser accessories.

See client

(1) Dress up before entering the house;

(2) knocking at the door (two short and one long); If the customer has a doorbell, just ring it once. If the customer doesn't respond, ring the doorbell again every 3-5 seconds.

(3) After the customer responds, you should say, "Hello, I'm the distributor of Huangguoshu Water Supply Center, and I'll clean the water dispenser for you";

(4) Show your certificates, briefly introduce yourself, stand at the door, put on a shoe cover, one for each person;

(5) Confirm with the customer whether the water dispenser works normally;

(6) Work according to the standard process of professional water dispenser cleaning and disinfection service;

(7) Let the customer check whether the water dispenser can work normally as before cleaning;

(8) After the program is completed, you should say, "Hello, Mr. (Miss) xx, the water dispenser has been cleaned for you. Do you need anything else? no

If you have any questions, please sign the receipt of the water dispenser and comment on my service. "

After the customer signs, thank you with the receipt of the water dispenser in both hands, and sign the name of the cleaner, the cleaning date and the specific time;

After the customer checks, leave home and say something else: "I am willing to serve you again, goodbye!" " "