What kind of property etiquette training are there?

Property service etiquette training content

The etiquette image of property customer service is a reflection of the property's own image, demeanor and self-cultivation. Whether the property customer service understands and uses the basic etiquette in modern property customer service not only reflects the quality of the customer service itself, but also reflects the corporate culture level of the property company itself. The property management industry belongs to the service industry, and serving people is the main form of its activities. Therefore, it is of great significance to pay attention to politeness and etiquette when communicating with people and providing good service to customers.

First, the property customer service telephone etiquette

One of the important tasks of property customer service is to answer and make a lot of calls every day. Making a phone call seems easy. Talking into a microphone is as simple as talking face to face, but it's not. Calling is very particular. It can be said that it is a science and an art. ..

Answer the phone in time

Generally speaking, in the office, you should answer the phone before it rings three times, and apologize after it rings six times: "I'm sorry to have kept you waiting." If the receiver is doing an important thing and cannot reply in time, the receiver should give an appropriate explanation.

If you don't answer the phone in time, apologize, or even be extremely impatient, it is extremely impolite. Answering the phone as early as possible will leave a good impression on the other party and make the other party feel that they are valued.

corroborate each other

When the other party calls, they usually introduce themselves. If you are not introduced or can't hear clearly, take the initiative to ask, "Who's calling?" what can I do for you? Who are you looking for? However, people are used to picking up the phone and asking, "Hello! who is it? "This sounds strange to the other party, far away and lacking in human touch.

When you receive a call from the other party, you should first introduce yourself when you pick up the receiver: "Hello! I am XXX. " If the person you are looking for is nearby, you should say, "Please wait a moment." Then put your hand over the microphone and whisper to your colleague to answer the phone. If the person you are looking for is not in, you should tell the other person and ask, "Do you want to leave a message? I will definitely tell you! "

Pay attention to art

When answering the phone, pay attention to keep the distance between the mouth and the microphone at about 4 cm; Put your ear close to the microphone and listen carefully to each other. Finally, let the other person finish the phone call by himself, and then gently put the receiver away. Don't throw it back with a bang, it's extremely impolite. Preferably after the other party hangs up.

And when you make a phone call, choose the right time. If it is not important, try to avoid the rest and meal time of the receiver, usually a call should not exceed 3 minutes.

adjust one's mindset

Be sure to smile when you pick up the phone. Don't think that a smile can only be expressed on your face, but also hidden in your voice. A kind and warm voice will make the other person feel good about us immediately. If you keep a straight face, your voice will become cold.

Therefore, you should not be too casual when answering the phone. You should pay attention to the necessary etiquette and certain skills to avoid misunderstanding. No matter whether you make a phone call or answer the phone, you should be enthusiastic, generous and natural, with a moderate voice, clear expression and conciseness.

Second, gfd's property customer service

Clothing: Working hours should be uniform work clothes made by the company. Clothing should be clean, flat, without obvious stains and damage, with cufflinks and nothing in the jacket pocket. Do not wear vest, jeans, shorts, short skirts, collarless T-shirts, slippers and other clothes that are not suitable for wearing in the office.

Work card: You must wear a work card when you go to work. Don't open or cover it. Keep the work card properly and keep it clean.

Face: Male employees are not allowed to keep beards, eye stains, nose stains and earwax, nose hair is not exposed, and beards are not allowed; White teeth, don't eat smelly food before going to work. Female employees must wear light makeup, no heavy makeup and no exaggerated jewelry. Don't make up in public places.

Footwear and socks: keep bright and free of floating ash, and do not nail the bottom. Wear bare socks without patterns, and the socks are not exposed. The vamp should be kept clean and bright, and metal palms are not allowed to be nailed. Male employees must wear black leather shoes.

Hands: should be kept dry and clean, without long nails and colored nail polish.

Hair: Male employees are not allowed to have long hair, shave their heads and let their hair cover their ears and collars. Female employees should comb their hair neatly, don't do weird hairstyles, and be solemn and elegant. Operators shall wear uniform safety helmets.

Expression standard: smile sincerely, always smile, show enthusiasm, kindness and friendliness to customers and colleagues, and have a sympathetic expression when necessary. Cheerful personality, full of emotions, neither supercilious nor supercilious.

Three, the property customer service polite language

Address forms: Miss, Madam, Lady, Sir, Comrade, Sister, Aunt, Teacher, etc.

Greetings: Hello, good morning, good afternoon, early morning, good morning, good afternoon, good evening, you are back after a hard journey.

Welcome: Welcome to our community, welcome to our building and welcome to visit.

Congratulations, Happy Holidays, Merry Christmas, Happy New Year, Happy Birthday, Happy Wedding, Happy New Year and Prosperous Wealth.

Farewell: Goodbye, good night, see you tomorrow, have a safe trip and welcome you to come again next time.

Apologize: I'm sorry, please forgive me for disturbing you. It was rude.

Thank you and I appreciate it.

Response: Yes, OK, I see. Thank you for your kindness. You're welcome. It's okay. This is what I should do.

Question: What can I do for you? what can I do for you? Can I help you? Do you have anything else?

Basic courtesy expressions 10 words: hello, please, thank you, sorry, goodbye.

Fourth, the behavior of property customer service.

Standing posture: correct. It is required that the head is straight, the neck is straight, the shoulders are flat, the eyes are looking straight ahead, the chest is raised and the abdomen is closed, the arms are naturally drooping, the heels are close together, and the hands are folded in front of the abdomen.

Sitting posture: decent. Sit steadily, stand up straight, and slightly retract your abdomen. Don't put your hands on your thighs or shake your legs or tuck your knees. Ladies' legs are close together, and they can be stacked, placed in parallel, placed back and forth or crossed. Slightly leaning forward shows respect and modesty.

Attitude: Steady. Shoulder stability, natural arm swing and moderate pace are required. Don't look around in a hurry. Note: don't put your hands in your pockets when you walk; No more than three people in the workplace; When you meet a host or guest, take the initiative to give way and smile and say, "Hello!" " " .

Squat posture: If you are holding a low object, you should keep a generous and correct squat posture. The basic essentials of elegant squatting posture are: one foot in front, one foot in the back, two legs squatting, the front foot touching the ground, and the calf basically perpendicular to the ground; Heels up, feet on the ground, hips down. Never plant your head first.

When shaking hands with people, the intensity should be moderate. Don't hold it too long, too hard, nor too soft and weak; Don't shake each other's hands hard; Don't shake hands with wet hands. At the same time, look at each other and smile. You can say "Nice to meet you" or "Nice to meet you". The woman held out her hand before the man could shake it.

Gestures should be moderate, less should not be more, don't point fingers. Don't put your hands in your trouser pockets or put your hands around your chest when talking to people.

Don't talk and laugh loudly, make noise, hum songs or whistle in the office and community.

When talking with business owners, keep eye contact, smile naturally, listen attentively and show respect and understanding.

Smoking, eating, chewing gum, reading newspapers, picking your nose, ears, stretching, yawning, picking your nails, scratching your skin and tidying up your personal clothes are prohibited in front of customers.

Avoid coughing and sneezing in front of business owners. If necessary, cover your nose and mouth with a tissue, turn your head to the unmanned side, and apologize in time and say "I'm sorry".

Don't do things unrelated to work during office hours, such as listening to the radio and playing computer games.

During attending various meetings, consciously turn off the mobile phone and pager, or set it to vibrate.

When entering the office of the superior leader or other departments, use the bent index finger not to be light or heavy, and knock three times slowly; If the door is unlocked or open, you should also knock on the door and ask, "May I come in?" You can only enter after you agree; If the door is closed when you go in, close it gently when you come out; If there is no response, you can ask "Hello?" If there is still no response, please come back another time and don't intrude.

Keep your desk clean and tidy. Only necessary items such as file baskets, pencil boxes, calendars and water cups are allowed. It is forbidden to pile up newspapers, materials, documents and other sundries in disorder.