What is the reception desk of Ocean Foundation Property Co., Ltd.?

First, the basic work requirements

1. When you are on duty at the front desk, you must smile and be polite, and always remind yourself that your image and manners represent the image of the whole IELTS school.

2. Always be alert to the movements of campus staff at the front desk entrance and surrounding areas. When you meet an employee who is not in our school, you must ask about the visitors and the reasons. The food delivery staff should let them wait outside the door, and don't let idle people casually enter the office area of our school.

3. Don't eat, read magazines or novels at the front desk during working hours, or gather people at the front desk to chat, make noise or do other things unrelated to work.

4. Keep the carpet and desktop at the front desk clean.

According to the school regulations, you should wear formal clothes, leather shoes and light makeup.

6. When you are on duty at the front desk, remember not to leave the front desk at will to deal with other things. If a client visits, the aunt or secretary should be taken to the meeting room.

7. Don't make personal phone calls during work. In case of special circumstances, try to shorten the call time.

8. Answer the phone politely as required, with a kind and sweet voice.

9. Use polite language accurately; Natural intonation and normal speech speed; Don't interrupt the customer's phone.

10. Leave customer information carefully and clearly, and convey it in time. The information should include the caller's name, company name, contact information, call time and short content. Repeat customer information to avoid mistakes.

1 1. When you answer the phone, listen carefully to the other party and be careful not to transfer the wrong number.

12. Hang up after the other party hangs up.

13. Understand the various departments of the school and their basic business, and accurately transfer the call to the correct department.

14. During public holidays (such as May Day, November Day, Spring Festival, etc.). ), you should coordinate the off-duty time with the IT department and turn the phone to the state of holiday messages.

15. During holidays, the secretary on duty should be reminded to listen to messages in time and convey them to relevant personnel.

Second, the reception work

(1) Reception steps

1. When visiting, guests should stand up and smile and ask what help they need.

2.

The other party will usually say: looking for XXX, and then ask if there is an appointment. If there is an appointment, ask the other party's name and company name, lead the guests to the meeting room, and prepare tea, coffee or bottled water according to the customer's needs; If there is no reservation, please wait for a while, consult the promisor and deal with it according to the situation.

Inform the staff of our school to meet the customers in time, and inform their assistants and secretaries if they can't get in touch.

4. When notifying, use your respectful name: ××, and remember not to call by first name.

(2) Precautions

1. If a guest is answering the phone during the visit, signal the guest to ask the other party to wait for a moment, answer the phone immediately after handling it, and say "Sorry to keep you waiting" to the guest.

Customers should look at each other to show respect when they speak.

If you meet a salesman, you should ask him to leave the company.

4. Check the cleanliness and use of the meeting room at any time.

5. Coordinate and arrange the use of the conference room, and reserve the conference room if there is one. The reserved meeting room should be recorded: the name of the subscriber, the scheduled time, the number of participants, the company of the participants, and the requirements (such as whether bottled water, IT equipment, conference call, flowers, etc.), and the meeting room should be allocated according to the requirements of the other party.

Third, answer the phone

(a) telephone instructions

According to the specific telephone number of the front desk.

(2) Precautions:

1. When answering the phone, try to meet the customer's needs, and don't say "I don't know, I don't know".

2. If you encounter a phone call in English that you don't understand or can't solve, you can transfer it to the administrative supervisor or other suitable personnel for help.

3. Transfer customers' calls accurately and timely, pick them up within three rings and say "Hello, IELTS School".

Don't disclose the name and contact information of the leader to people you don't know at will. Such as insurance companies, salesmen, candidates, etc.

5. Prepare paper and pen for recording at any time.

6. When answering the phone, don't use words like' he',' you' and' who' (for example, he/she is out and he/she is not waiting at his/her desk); Use your respectful name (such as: xx, xx, xx, xx, xx, xx, xx, xx, xx, xx, xx, xx, xx, xx, etc.)

(3) Standard terms for answering the phone:

Hello, IELTS school.

Just a moment, please.

3. Who are you, please?

4. When the person you are looking for is not available or the line is busy:

Sorry, the XXX you are looking for is on another phone. Is it convenient for you to leave a message? Please call you back later.

5. The message is XXX of XXX company, and the telephone number is XXX. Ok, I will inform XXX as soon as possible.

××

6. Thank you for calling. Goodbye.

Telephone English

1. Greetings:

Good morning/afternoon, Kingwood Company. What can I do for you?

2. Transmission language:

Please hold the line. /Would you please wait a moment?

Yes, who's calling, please? Please tell me the name of your company,

How do you spell it?

(3) Let me repeat.

3. Message language:

(1) Can I take a message?

I'm sorry, sir/madam, the line is busy/unavailable. Are you

Need to leave one

Leave a message for him/her. I will inform him/her immediately.

4. Situational language:

(1) Sorry, he/she is not at his/her desk now. She/he will.

Be right back.

Sorry, she is not in the office now.

Sorry, she/he is on a business trip now.

I'm not sure when he/she will come back .. (She/he will return to * * *

At o'clock)

Is there anything else I can do for you?

5. Conclusion:

(1) Thank you. /My pleasure.

Thank you for calling.

(5) Special circumstances:

1. When you encounter a sales call (such as website promotion, promotion, hotel, etc.). ), you should decline each other and say, "Sorry, we are seeing someone now".