What should we pay attention to in reception etiquette?

When the guests come, we must do a good job of reception. What should we pay attention to when receiving them? The following are some of the contents collected by Zhishi Bian Xiao, hoping to help you.

Attention should be paid to reception etiquette: what are the civilized hospitality? Three times? The basic requirements of service etiquette reception are civilization, courtesy and enthusiasm. To be civilized, polite and enthusiastic, we must do? Treat three times? .

The so-called three-time hospitality means that there is a sound of welcoming guests, a sound of asking and answering, and a sound of going and sending.

1, want to have? Greetings?

Why don't you eat? Greetings? It means to greet and greet guests in a warm and friendly way. Employees of the company should have a strong sense of ownership when receiving guests at their posts. It is very impolite to greet people without asking indiscriminately.

2. ask? Answer?

What is the so-called problem? Answer? It means that when you are on duty at work, you will take the trouble to answer the guests' questions. It is not recommended to take the initiative to talk to guests about things unrelated to work and business in informal and formal occasions, but guests should answer questions. Answering questions is a kind of patience, an education, a kind of grace, and it is also the basic theory of civilized hospitality.

3. to have it? Send a sound?

To have it? Send a sound? It is the last link of civilized hospitality. So-called? A good beginning and a good end? When a guest leaves, no matter whether the other party takes the initiative to say goodbye to you or not, no matter whether the two sides negotiate or not, they should take the initiative to say goodbye and pay tribute to each other in line with the principle of beginning and ending. Ignore this link, all the good performances before are in vain.

Attention should be paid to reception etiquette: polite service? Five sentences? The so-called polite service refers to the use of polite expressions. The following five basic polite expressions are often used in daily reception and need to be mastered by everyone.

1, greetings

Generally speaking, what does greeting mean? Hello? Sometimes, you can also use timeliness to say hello. It is a basic courtesy to greet guests from Lu Yu or China. Not only for foreign guests, but also for colleagues, leaders and subordinates.

From a more professional point of view, timely greetings are more unique and professional, especially when working in window departments and service units, such as? Good morning, good weekend, good holidays and happy National Day? Wait a minute. If you lack basic greetings, you will feel ill-bred.

2. Request language

When you need help, understanding, support and cooperation from others? Please. Both are indispensable. Do you want to add or not? Please. Speech has something to do with attitude, doesn't it? Please. Words are related to taste and education. Like you tell each other? Just a moment, please. 、? Please eat? It's polite to tell others, right? Why don't you eat? 、? Wait a minute? , it will make people feel disgusted.

3. Words of thanks

Be sure to get into the habit of thanking each other actively. When you get help, understanding and support from others, thank you? Thank you? This is a kind of basic education. It is particularly important to note that in some fee-paying service posts, customers should thank each other after charging, and naturally thank each other for their support.

Step 4 apologize

When you disturb or ignore others, you need to say hello to them? sorry Or? Excuse me. . When influencing, disturbing, hindering others or causing unnecessary trouble to others, you should take the initiative to apologize to the other party. When you need to say sorry, you should say it seriously, which is also a courtesy and upbringing.

5. Farewell words

Farewell is the last link to receive guests. If this link is ignored, the previous efforts will be greatly reduced. When you say goodbye to your partner, you should take the initiative to tell them? Goodbye? 、? Take care, okay? Or? Walk slowly? ; When saying goodbye to guests, remember to use farewell words whether the conversation is fruitful or not.

Hello? 、? Please. 、? Thank you? 、? Excuse me. 、? Goodbye? Cross-polite expressions are basic polite expressions commonly used in real life, which should be familiar to every business person and often used in the actual reception process.

Attention should be paid to reception etiquette: how to treat guests? Three? It is not enough to be polite when receiving guests. It is more important to show a warm and sincere attitude, otherwise it will give others a feeling of reluctance, compulsion and impatience.

From the perspective of reception etiquette, there are three operational links that must be paid attention to when entertaining guests, namely? Eye to eye? 、? Mouth to mouth? 、? Meaning? , collectively known as enthusiasm? Three?

1, eye to eye

Eye-to-eye refers to the habit of facing each other when receiving guests. For example, see if the other person's time is right, whether the other person's position is correct, and whether the staring angle gives the other person respect and friendliness. , don't look at each other, perfunctory, not in a standardized way, squinting or? Omnidirectional scanning is very impolite to do so.

Step 2: Mouth to mouth

The language of hospitality must be understood by the other party, otherwise it will be in vain. Mouth has two main meanings:

Language barrier-free

The use of Putonghua is a basic quality that must be paid attention to when receiving domestic guests. This is not only personal quality, but also the embodiment of enterprise service consciousness and openness, which needs to be highly valued. When receiving European and American guests, in order to avoid communication barriers, people who are proficient in foreign languages must be present.

Speak in place

Avoid appearing in communication? Is it disconnected? The problem is that what is said is different from what the other party understands. For example, if a customer goes to the bank to pay a fine for violation of regulations, does the hostess still use polite language? Welcome to visit again? What will the customer think? So any polite and civilized language should vary from person to person and from time to time.

3. Significance

Meaning means expression, expression, enthusiasm, friendliness and concentration. When entertaining guests, natural generosity is the concentrated expression of mind. If you want to realize your intention, you need to follow the following principles:

Natural expressions and manners

Under normal circumstances, when receiving guests, you should look and behave naturally, which is the embodiment of being well informed and not panicking when getting cold feet. Too serious expression is actually suspected of stage fright. However, at a very critical and important juncture, unexpected events will come, which is another matter.

Interact with the communication object

Pay attention to the interaction with your partner, that is, the expression should adapt to the other person's expression. Don't be sad when the other person is happy, and don't look too happy when the other person is unhappy. Never look? Smiling should also be changed.

Generous expression

When receiving customers, your expression should be natural and graceful, neither supercilious nor supercilious. Generous expression not only represents the good management level of the enterprise, but also represents the good quality of employees, which will leave a good impression on customers.

Business reception is the routine work of professional managers. In the economic era, business activities are becoming more and more frequent, and with the enhancement of the company's image consciousness, the reception work is also more standardized. At this time, it is even more necessary to treat guests with civility, courtesy and enthusiasm. Strict, warm, thoughtful and meticulous business reception will greatly deepen the understanding of the company, thus enhancing the confidence of cooperation and promoting further cooperation between the two sides.