Property service etiquette training

Politeness is an act of mutual respect and friendship between people in contact and communication, which embodies the fashion of the times and people's moral quality, and reflects people's cultural level and civilization. The external expression of politeness is reflected by appearance, appearance, manners, language and actions. Paying attention to manners and etiquette is not only conducive to maintaining the stability and unity of the whole society, but also conducive to the healthy development of society. Property management industry belongs to service industry and tertiary industry, and serving people is the main form of its production activities. Therefore, it is of great significance to pay attention to politeness and etiquette when communicating with people and providing good service to customers.

The purpose of property management etiquette reception service is "guests first, service first", that is, pay attention to courtesy and etiquette in management and service, so as to satisfy the owners and users, leave a good impression on them, and be polite, smiling and thoughtful.

Property management etiquette reception service must pay attention to the following points:

1. Pay attention to etiquette and principles. Etiquette reception of property management should pay attention to politeness, overcome the concept that service work is inferior, and realize that respecting customers means respecting yourself, so we should adhere to principles and pay attention to politeness in reception.

2. Treat everyone equally and behave appropriately. The object of property management etiquette reception must be treated warmly, and people should not judge by appearances. You must win the trust of owners or users in your work with high-quality reception service, so that they can come on impulse and return with satisfaction.

3. Be strict with yourself and be lenient with others. In the reception service of property management, owners or users may put forward some unreasonable or even rude requirements, which should be patiently explained and treated with tolerance.

First, basic etiquette

There are two basic etiquette in etiquette reception service: one is the etiquette embodied in language, such as address etiquette, greeting etiquette and response etiquette; The other is the etiquette embodied in behavior, such as welcome etiquette, operation etiquette, order etiquette and so on.

(A) address etiquette

Address etiquette refers to the address that service receptionists should use properly when talking or exchanging information with guests in their daily work.

1. The most common addresses are "Sir", "Madam" and "Miss". When we know the names of customers, we can use their surnames to show our familiarity and attention to them.

2. When you meet a gentleman with a position or title, you can add the word "Mr." before the position or title, such as "Mr. President" and "Mr. Professor".

Note: It is forbidden to greet guests with "Hello" in service reception. Even if the guests are far away, they should not shout so loudly, but should take the initiative to address them respectfully.

(2) Greeting etiquette

Greeting etiquette means that the service receptionist expresses cordial greetings and care to the guests in different polite languages according to the time, occasion and object in daily work.

1. When you meet a guest for the first time, you should take the initiative to say "Hello, what can I do for you?"

2. When saying goodbye or farewell to the guests, we should also pay attention to greeting etiquette, such as saying "goodbye, please walk slowly".

If the guests are sick or uncomfortable, they need to show concern, such as "Please take care" and "Shall I call a doctor".

(3) Response etiquette

Answer etiquette refers to the etiquette when answering questions from guests in service reception.

1, when answering the guest's questions, stand and talk, listen attentively, don't look sideways and be absent-minded; Always stay in high spirits during the conversation, don't be dejected and despondent; Speak with a smile, be cordial and enthusiastic, and not be indifferent; Slow response, need to communicate and deepen understanding with expressions and gestures when necessary.

If the guest speaks too fast or vaguely, you can say "I'm sorry, please speak slowly" or "I'm sorry, could you please say it again?" Never show impatience or impatience to avoid unnecessary misunderstanding.

3. For questions that can't be answered or can't be answered clearly at the moment, you can apologize to the guests first, and then answer the inquirer after asking or asking for instructions. When you promise the guest to answer later, you must keep your promise.

4. When answering the guest's questions, you should also be tactful, articulate, speak softly and have a moderate voice. At the same time, you should automatically stop your other work during the conversation. When you meet multiple questions, take your time and answer them one by one.

5. Respond to the reasonable requirements of the guests as soon as possible; Be restrained from excessive or unreasonable requests made by guests and politely refuse them, such as "I'm afraid I can't", "I'm sorry, we can't meet your requirements" and "I need to discuss this with the leader". And always show enthusiasm, education and manners everywhere.

6. Don't be complacent when guests praise your good service. Keep a cool head and give a humble answer with a smile, such as "Thank you for your compliment" and "This is what I should do".

(4) Greeting etiquette

Welcome etiquette refers to the etiquette of reception service personnel when welcoming guests. This kind of etiquette can not only reflect our welcome and attention to the guests, but also reflect the specifications and thoughtful service of the reception.

1. Speak standing when welcoming guests, and cooperate with expressions, body language and polite expressions when necessary; For the old, weak, sick, disabled and young guests, we should take the initiative to help and take emergency measures at any time.

2, for important guests, if necessary, should organize managers and service personnel lined up in the hall or at the door to welcome, the team should be lined up in a row, full of energy, neatly dressed, smiling.

(5) Operating etiquette

guide

1, when guiding the guests, walk in front of the guests on the left, keep a distance of 2-3 steps, and move forward with the pace of the guests.

2. When you meet a corner or a step, turn around and signal the guest "Please be careful".

When leading the guests, use polite expressions such as "Please follow me", "This way" and "Please go inside".

You should be behind the guests when seeing them off, about half a step away.

Second, appearance, appearance and manners.

(1) Instrument and appearance

Basic requirements for appearance and decoration:

1. Dress according to regulations before taking up the post. Clothes should be clean and tidy. Leather shoes should be polished and cloth shoes should be scrubbed clean.

2, consciously wear badges or badges, badges should be correctly worn above the left chest.

3, proper makeup, modification, hair style should be unified and standardized, nails should be trimmed frequently; Extra ornaments should be removed when going to work; Men's hair roots are only collars, without beards and big sideburns; Women should not wear shawl hair style or heavy makeup.

(2) Mode

Specific requirements of etiquette:

1, standing posture:

The basic requirement is "standing as loose".

The essentials of correct standing posture are: the upper body is upright, the head is straight and the eyes are flat, the chest is high and the abdomen is flat, the waist is straight and the shoulders are flat, the arms are naturally drooping, and the legs are close together to stand straight.

There are roughly three kinds of standing postures: side posture, front abdomen posture and back posture. Never show arrogance or laziness.

2. Sitting posture

The basic requirement is "sitting like a clock".

Basic essentials: the upper body is upright, the back of the chair is slightly leaned, the legs are naturally bent, the feet are flat on the ground, and the correct posture of the hands, feet and legs is noticed.

Step 3: Step posture

The basic requirement is to "walk like the wind"

Basic essentials: the center of gravity of the body should be slightly forward, the head should be straight, the eyes should be straight, the face should be smiling, the arms should swing naturally, the pace should be moderate and even, and the steps should be light and steady.

Step 4 gesture

When talking with guests, don't use too many gestures, too many movements, and don't dance. Never point with your fingers when giving directions and directions.

Step 5 show

Smile, smile service is conducive to two-way emotional communication, is conducive to better work, to establish a "smile to welcome guests" good atmosphere.

The requirement of a smile:

1, keep your forehead smooth and your eyebrows stretched when you smile, and you can't frown or lift your eyebrows.

2, eyes slightly narrowed, eyes open, look directly at each other.

3. The corners of the mouth are raised and the lips are slightly exposed.

Third, common polite expressions.

(1) When answering the phone:

howdy

Hello, property management company.

Could you please tell me your surname?

Can I help you?

When you can't hear what the other person is saying—

Sorry, sir, I didn't catch what you just said. Would you please repeat that?

Do you have anything else, sir?

Excuse me, sir. Shall I repeat what you just said?

Can you hear me clearly?

When the person you're looking for isn't here-

Sorry, he's not in. Is there anything I can tell him?

Thank you. Bye.

(2) When making a phone call

Hello, sir, this is XX management company. May I speak to Mr * *?

When the person you are looking for is not here—

Can you tell him for me?

Thank you. Bye.

(3) When the user complains by phone.

Hello, sir! * * Management company.

Which company are you from?

May I have your name, sir?

Can you tell me the details?

Excuse me, sir. I will deal with this problem immediately and give you an answer in about * * time. How can I contact you?

Don't worry, we will take immediate measures to satisfy you.

I'm sorry for the trouble.

Thank you for your opinions.

(4) When a user complains when visiting.

Hello, sir! Excuse me, can I help you?

May I have your name, sir?

Can you tell me the details?

I'm sorry for the trouble.

If authority or ability cannot solve it-

I'm sorry, sir, but the problem you reflected cannot be solved for some reason. I will reflect your situation to the company leaders and give you a satisfactory answer as soon as possible.

When a complaint cannot be dealt with immediately-

I am sorry to have kept you waiting. I will immediately feedback your opinions to the relevant departments and give you an answer around * * *. Please rest assured.

Thank you for your opinions.

(5), the user indoor engineering maintenance.

Hello, service center. Excuse me, where do I need maintenance indoors?

Can you leave your name and contact number?

Thank you for your cooperation. We'll send someone to repair it as soon as possible and give you an answer in about ten minutes.

(6), charge management

Hello, sir! Excuse me, are you here for the management fee? Your room number, please?

You have to pay * * * yuan for traffic control this month, * * yuan for electricity last month, and * * * yuan for maintenance.

I charge you * * * and get back * * *.

Here is your receipt. Please take care of it.

Thank you. Bye.

(seven), the user telephone consultation management fee.

Hello, sir! Can I help you?

Just a moment, please. Let me check it for you.

Your monthly management fee, electricity fee, maintenance fee and warehouse rent are * yuan, * * yuan, which is * * yuan. Do you want to pay?

See you later.

VIII. Collection of management fees

Hello, sir!

Your company's monthly management fee has not been paid. We sent the payment notice on * *, and you must have received it. Now, I would like to remind you that according to the management convention, the management fee should be paid before 15 of the current month, and the overdue management company will charge 0. 1% as a late fee.