Service receiving process

Service reception process, the purpose of service reception process is to leave a good first impression on customers when they arrive at the store, and at the same time ensure that our process is smooth and fast, so as to further improve and reach the service level of star-rated properties and service reception process.

Service receiving process 1 service receiving process

Stand and welcome guests.

1, limb standard:

A, legs straight, feet slightly apart

B. look up and smile.

C, right hand on the floor, hands clasped hands hanging on the lower abdomen, eyes staring at the door.

D. When you meet the customer, nod and smile, and open the door three meters away from the customer (never let the customer touch the door handle).

2. Polite language

A, while opening the door, bow and greet warmly and gently: "Hello, welcome to xxx!"

B. After the customer stops, he says, "I'm # #, and I'm glad to serve you. What can I do for you? "

Seat guide

1, limb standard

A, walk in front of or on the right hand side of the guest, and keep 45 degrees sideways to guide the customer.

B, right hand fingers together, indicating the right direction.

C, the pace is not easy to be too fast or too slow, and always keep an arm's length from customers.

D, after arriving at the seat, gently pull out the chair and guide the customer to sit down.

E. When the customer is seated, the receptionist must keep 15 degree bow when standing and talking to the customer.

2. Polite language

"Please follow me" and "This way, please"

B, "Watch the steps"

C, "Please sit down"

E, "Miss (madam), may I have your name?"

E, "Sorry, please wait a moment 1 minute, and I will introduce my colleague to serve you."

C, get customer approval, 15 degree bow to leave.

introduce

1, limb standard

A, put your right hand on the floor, hold the palms of your hands, and raise one punch above your waist.

B, smile, 15 degree bow.

C, when talking, face the customer, eyes should be straight.

2. Polite language

A. Party A says to the customer, "Hello, Miss #, this is my colleague (# store manager) (# beautician).

B, A to B and then to the customer: "(# # store manager) (# # beautician), this is Miss # (lady)."

C and B: "Hello, Miss #, I'm # #, please call me Xiao #, it's my pleasure to serve you."

D, A to the customer B: "Miss # (Ms.), if you have any needs, you can ask (Manager #) (Hairdresser #)". She has been in xx for two years. Please feel free to call me if you need me. "

E, get customer approval, 15 degree bow to leave.

Provide tea and magazines.

1, standard operation:

A. When serving tea, put your hands on it (holding the cup in your right hand and the bottom of the cup in your left hand) and say, "Miss, please have tea. You can read magazines. "

B. tip the guests and put them on the table when they don't take them.

C, if the guest has something on the table, please put the cup on the left or right side of the table; When placing books and newspapers, the cover of the book must face the guests and be placed firmly on the table, not askew.

Precautions:

Don't put your finger on the mouth of the cup when serving tea.

(2) magazines that are damaged or have no cover cannot be shown to guests.

(3) pour tea to be eight full, not too much and not too little.

(4) When serving more than two cups of tea, you must use a tea tray.

⑤ Do not use the teacup when it has cracks or missing corners.

6. Always pay attention to the cleanliness of the desktop and add water to the guests.

⑦ Try to ensure that customers go there, and the cups are brought there by American tour guides.

Change shoes

1, standard action

According to the guidelines, take the customer to the shoe exchange.

B, get down and take out your slippers and put them at the customer's feet.

C put the customer's shoes into the shoe cabinet with both hands.

2. Polite language

"Miss, please come and change your shoes"

B, "Miss #, please sit down."

C, "Miss #, we disinfected these shoes for a customer, please change them."

Service reception process 2 service consultant reception process

1, the service consultant reception took the initiative to open the car door for the customer "Leader/Mr. XX/Mr. XX, hello! Welcome to XX service station. I'm XXX, after-sales service consultant. What can I do for you/are you repairing or maintaining the car? "

Please get off the bus and I'll check the vehicle for you. Please take your valuables with you. (Stick a seat reminder sticker and a five-piece set)

3. "Take a look, Mr. Leader /XX. Your mileage is XXXXXX kilometers, the fuel gauge is below the center line, and there is no problem with the instrument, function keys and interior. " (communicate with the owner when registering the situation inside the car)

4. "Let's take a look at the appearance of the vehicle.

5. "Leader/Mr. XX, do you have any other needs? I checked just now, and there is nothing wrong with your car interior, instrument and function keys, and there is nothing wrong with your car paint and tires. Do you think there are other problems besides maintenance and car washing? If there is no problem, please sign it for me to confirm. Please leave me a contact number of the leader/Mr. XX. The leader/Mr. XX will go this way. When I enter the room, I will make an evaluation for you. "

1, "Leader/Hello, Mr. XX, here is my business card. You can find me if you have maintenance problems in the future. "

2. "What you did this time was 10000 km maintenance. The main maintenance project is to replace the oil filter. Now we have four kinds of engine oils, 140 mineral oil, 228 semi-synthetic oil, 320 winter special 0W oil and 480 fully synthetic oil. Which do you prefer? " Please type it for me first. )

"Well, ok, I'll print out an estimate for you."

"Leader/Mr. XX, this maintenance project is mainly to replace the oil filter. The working time for changing the oil filter is 128. You can check the oil and water, lights, instruments, chassis, tires, brake system and batteries for free. These are all free. Engine oil 140, engine oil filter element 28, oil drain 3 yuan and cleaner 65438+.

4. "Will you pay by cash, check or credit card?"

5. "Do you need to see or take away the replaced core?"

6. "Leader/Mr. XX, do you have any questions? If there is no problem, please sign in the upper right corner to confirm whether your contact information and address have changed? "

7. "This maintenance takes about 40 minutes, plus it takes about one and a half hours to wash the car. You see, it's 1 o'clock now, and the car can be delivered at about 2: 30. Are you waiting in the store or going out during this time? "

8. "I'll take you to the lounge. After the maintenance, I will take you to check the car, see the maintenance effect, and then settle the account. "

Track the maintenance progress at any time, communicate with customers at any time, inform customers of the maintenance progress, and avoid unpleasant emotions caused by long waiting time, neglect, boredom and other reasons.

9. Mr. Leader /XX, sorry, your car 67676767 will be completed in about XX minutes. Do you have any other requirements? "

10, "Leader/Mr. XX, please be patient for a while. Your car will be finished soon. I will call you when I am finished, and we will check the maintenance results together. "

1 1, "Leader/Mr. XX, your car is well maintained. Can you come with me to see the car first?

Really?

12, Leader/Mr. XX, your car is well maintained. Shall we help you with the old parts or do you handle them yourself?

13, Leader/Mr. XX, the maintenance project has been completed. Do you have any other questions and requirements?

14, Leader/Mr. XX, then can you go to the property management office with me to settle this maintenance fee?

15, "Leader/Mr. XX, this maintenance fee includes the man-hours for replacing the oil filter, oil 128, oil 140, oil filter 28, oil drain 3 yuan, and cleaning agent 13 * * 3 12 yuan. This car has been thoroughly inspected for you. Do you think there are any problems?

16, "Leader/Mr. XX, just remind me that the next maintenance time is XXx years, and the monthly mileage of XXx is about 15000 kilometers, which is related to your car warranty. Would you please come to the store on time for maintenance?

17, "Leader/Mr. XX, our 4 S shop may pay you a simple return visit in three days, mainly to find out what suggestions you have for this service. I hope you can give me a very satisfactory evaluation then. If there is anything I haven't done well enough, please point it out and I will definitely improve. Thank you for your cooperation. Finally, I wish you a happy driving!

Service reception process 3 I. Customer reception process.

Say hello. After receiving a customer, the first thing to do is to greet the customer warmly after seeing the customer.

Come in and sit down. After a brief greeting, politely introduce the customer to the guest and ask the customer to wait a moment.

Pour a glass of water. Then he turned and poured the customer a cup of tea. Tea is usually half a cup and can't be filled. Don't be too full of tea, and remind customers to avoid scalding customers.

Ask what you are doing here. Give the water to the customer, then sit next to the customer, communicate with the customer simply, see what the purpose of the customer's visit is, see if they have an appointment, and then proceed to the next step according to the customer's purpose.

Cut to the chase. After knowing the customer's purpose, according to the customer's intention, if the customer has an appointment in advance, lead the customer to the destination of the appointment. If customers come to know about the company's related products or services, they can ask someone to introduce them.

Second, the skills of receiving customers.

Warm and generous. When receiving customers, we must be warm and generous, and serve customers with the most enthusiastic service, so that customers can feel the sincerity of the company and feel the good service and atmosphere of the company.

Smile service. Reception of customers, so as to successfully retain and conquer customers, as a receptionist, we must adhere to the service of smiling, so that customers really feel respected.

Dress appropriately. When receiving customers, you should also dress appropriately. After all, it's a matter of company image. As a receptionist, you must dress appropriately, which can not only show your personal quality, but also represent the image of the company. This is the essential quality of the receptionist.

A neat appearance. As a receptionist, when receiving company customers, you must receive them with the best image, because at this moment, you are not representing yourself, but the company. Therefore, as a receptionist, you should stick to a clean appearance and make yourself look full of energy and vitality.

Natural and graceful. As the receptionist of the company, you must also be a natural and graceful person, calm and humble when things go wrong, and receive every customer with an open mind.