On the Basic Etiquette of Property Customer Service

As a customer service staff, do you know what kind of basic customer service etiquette should be paid attention to? The following is the basic etiquette of property customer service that I collected for you. Welcome to learn from it.

Basic etiquette of property customer service

1. Job preparation mainly includes: gfd sorting, service etiquette recitation, and property service etiquette practice.

1，gfd

Customer service supervisor focuses on headdress, work number plate and black leather shoes.

2, service etiquette chanting

Service points: smile when you meet, take the initiative to say hello, and get up to serve.

Company philosophy: xxx

3, property service etiquette practice

Exercise, cultivate sentiment and consolidate property service etiquette.

Second, the front desk reception etiquette

1. When a guest is found, the receptionist should get up, bow slightly and look at each other with a smile.

2. When the guest enters the front desk, the receptionist smiles, closes (fingers together) to guide the direction and guide the customer to sit down.

3. When communicating with guests, keep your eyes on each other, smile, listen to the guests' intentions patiently and make arrangements according to their needs.

4, the consultation of the guests, should be serious enough to answer, answer questions to be patient, can't answer accurately should apologize.

5. When filling in the document, the right hand (fingers together) guides the customer to fill in the instruction manual.

6. When leaving, smile, bow 15 degrees, smile and see you off, and use standard language.

Third, the building inspection etiquette

1, which is in line with the legitimacy of business households.

When you meet a business owner, you should take the initiative to say hello.

If the operator is inconvenient, he should take the initiative to provide help.

2. Active service etiquette

1) house inspection: when unreasonable charges are found, you should take the initiative to help the owner check the reasons and remind the owner.

2) Environmental management: actively supervise and maintain the environmental sanitation of the property management area and keep the community clean and tidy.

3, colleague relationship etiquette

Meeting colleagues, actively communicating, giving high recognition to colleagues' work achievements and establishing harmonious relations with colleagues are also one of the important contents of customer service etiquette.

Visiting etiquette with common sense of etiquette

First, make an appointment in advance and don't be an uninvited guest.

When visiting friends, you must choose the right time and make an appointment in advance. This is the first principle of visiting activities. Generally speaking, when you decide to visit a friend, you should write or call to get in touch, agree on a meeting place and time that both parties think is more suitable, and tell the other party the intention of visiting. The language and tone of dating should be friendly, asking and discussing, and not demanding. In foreign communication, it is impolite and unwelcome to meet without an agreement. If you are in a hurry or have no prior agreement, but you have to go, you should try to avoid disturbing each other in the middle of the night; If you have to meet during the break, you should apologize immediately when you meet your host, say "sorry to bother you" and explain the reason for the interruption.

Second, come as scheduled, don't be a guest who stood me up.

The host and the guest agreed on a specific time to meet. As guests, they should keep their promises and arrive on time. You can't change the time at will, disturb the host's arrangement, and you can't be late and leave early. It is most appropriate to arrive on time. If you are late for some reason, you should apologize to the host. If you miss the appointment for some reason, you should explain it sincerely and tactfully in advance. In foreign communication, we should strictly observe the time. In some countries, the time of visit is usually divided in units of calculation. If the visit is 10 minutes late, the other party will refuse to meet. Being punctual for appointments is the basic requirement of international communication.

Third, be polite and don't be a rude guest.

Whether visiting an office or an apartment, we should generally adhere to the principle of "the guest listens to the main arrangement". If you visit the host's apartment, you should knock on the door or gently ring the doorbell before entering the host's apartment as a guest. You can only enter if someone answers or opens the door to make way. If the host opens the door to greet him personally, he should greet him warmly after meeting. If the host and wife get up and say hello at the same time, they should say hello to the hostess first. If you don't know the person who opens the door, you should ask, "Excuse me, is this your husband's home?" Get an accurate answer before entering the door. When the host introduces his wife or husband to the visitor, or introduces his family to the visitor, he should warmly nod or shake hands. When you meet the master's elders, you should respectfully inquire after them and greet other family members. When the host asks you to sit down, you should say "thank you" and take the seat as instructed by the host. When the host serves tea, he should get up and greet it with both hands and thank him warmly. Later guests should get up and say hello; When necessary, you should leave voluntarily. If you take a child as a guest, you should teach him to be polite and respect everyone in the host's family. If there are cats and dogs in the owner's house, don't be afraid, don't be disgusted, and don't kick them away or drive them away.

Fourth, dress neatly and don't be a slob.

In order to show respect for the host, visitors should behave well and dress neatly. Wipe the soles of the mats before entering the house, and don't bring dirty things into the owner's house. Don't take off your shirt and trousers when entering the house in summer, don't take off your hat and sometimes take off your coat and scarf when entering the house in winter, and don't say "cold" to avoid misunderstanding. Pay attention to hygiene in the host's house. Don't make the master's room smoky. Candy paper, peel and stone should be placed on the coffee table or in the peel box. People suffering from diseases, especially infectious diseases, should not visit relatives and friends. Dirty guests and sick guests are not welcome.

Five, elegant manners, decent speech, do not be vulgar guests.

The ancients said, "Those who enter their homes should avoid their taboos." It is often said that the host is diligent; Conversely, it can also be said that guests are popular. Don't take off your clothes and throw them around in ordinary friends' homes. No matter how close you are to your host, don't go through his letters and handicrafts. Don't go into the master's bedroom or library without the master's permission, let alone rummage on the table and lie on the bed. Guests should also pay attention to elegance in their sitting posture. When talking to your host, be sincere and natural. Don't self-righteous comment on the furnishings of the host family, and don't talk about the length and disappointment of the host family. When talking, if there is an elder present, listen attentively to the conversation of the elder, and don't interrupt or interrupt others' conversation casually.

Sixth, cherish time like gold, leave at the right time, and don't be a guest to blame.

Be prepared to discuss things, make plans in advance, and avoid running a "marathon" during the visit. If there is nothing important to discuss, don't stay too long or too late. It is advisable to stay for no more than half an hour. It is impolite to kill time unnecessarily in other people's homes. The purpose of the visit has been achieved. If the host looks tired, or wants him to be a guest or other guests, he should leave at the right time. If the host is sincere and insists on staying for dinner, then stay for a while before you go, and don't wipe your mouth. Say goodbye decisively, don't say "go" several times, but leave quietly. Say goodbye to other guests and thank the host for his warm hospitality. Please stay here after you go out. If you are interested in inviting the host to pay a return visit, you can send an invitation when shaking hands with the host. After coming out from the other company or home, don't whisper in the elevator and corridor on the way back to avoid being misunderstood.

Reception etiquette at front desk

First, the company's front desk appearance specification

Smiling and maintaining a cheerful attitude are conducive to creating a harmonious working atmosphere; Keeping the body clean and hygienic is not only the need of health, but also the performance of civilization, which is conducive to communication with people; Comb your hair neatly and keep your face clean; Male employees don't have long hair, and female employees don't wear heavy makeup; Keep your lips moist and your breath fresh when talking at close range; Hands should be clean, nails should be trimmed neatly, male employees should not leave long nails, and female employees should use fresh and elegant perfume instead of bright nail polish.

Second, the telephone reception etiquette

The voice of answering the phone at the front desk should be neither urgent nor slow, and always keep a relaxed and happy tone. You shouldn't lose your temper, lose your temper or even swear with the caller on the phone. When answering the phone, always say such modest words as "I'm sorry", "I'm sorry" and "Please wait a moment".

Pick up the phone at the second and third rings. When you pick up the phone, the first thing you say is "Hello? (company name, abbreviated if the company name is long) "Avoid starting with" Hello ". If you are late for some reason, you should say "Sorry to keep you waiting" to the caller. If you know the extension number or transfer to a specific name, you can politely say "please wait a moment" and transfer immediately.

If you want to transfer the call of the leader, the other party knows the name of the leader and doesn't know the extension number. You should politely ask who the other party is and which unit it belongs to. If it is an advertisement or a disguised advertisement, you should use polite excuses to block the call or transfer it to the relevant department for handling.

In view of the fact that the front desk receives a lot of calls every day, in order to prevent throat accidents, it is necessary to prepare water to moisten the throat at any time and maintain good sound effects at any time.

Third, the reception etiquette of visitors.

The front desk usually sits in the post. But when you meet a visitor, you should get up immediately, nod and smile at the visitor: "Hello, who are you looking for?" "Do you have an appointment?" If you know who you are looking for and confirm that it is an appointment, please ask the visitor to wait a moment and contact immediately. If the person you are looking for is busy, you can ask him to wait a moment and guide the visitors to sit down and pour water in a standardized manner. If you wait for a long time and the person the visitor is looking for is still busy, take care of the visitor and explain to him. Don't leave it there.

If the visitor doesn't pick up what he is looking for, let him go by himself. The front desk should use standardized gestures to guide how to get there or take tourists. If the office door of the person the visitor is looking for is open, you should knock at the door first, ask the visitor to enter after asking permission, pour the tea for the visitor, and then the front desk will return to its post. Of course, if there is only one receptionist, just give the visitors directions directly.