Chengdu Mobile Business Hall Staff Recruitment Process

China Mobile Sichuan Company

Business Hall Service Standards Manual

December 2006

Foreword

Under the guidance of the group company’s strategic thinking of “creating a world-class communications enterprise”, Sichuan Mobile launched an integrated service business project. As an important service window, the business hall should be more customer-oriented and establish an integrated overall service business process system to provide customers with high-quality services and create a high level of service. In order to achieve this goal, under the care and guidance of leaders at all levels of the company and relevant departments, we compiled the "Service Standards Manual for the Business Hall of China Mobile Sichuan Company".

This manual systematically outlines the daily work specifications of business hall service personnel, provides a basis for the daily work of business hall service personnel, and establishes and improves the standardized management system and services of service windows to introduce services into a benign manner. On the development track, we will make services legally observable, get rid of blindness, and push the province's service level to a new height.

Table of Contents

Chapter 1 Service Code of Conduct 5

Section 1 Service Philosophy 5

Section 2 Service Principle 5

Section 3 Service Guidelines 6

Chapter 2 Grooming Standards 7

Section 1 Appearance 7

Section 2 Dress 8

Section 3 Ornaments 8

Chapter 3 Standards of Body and Appearance 9

Section 1 Standard Stance 9

Section 2 Standards Sitting Posture 10

Section 3 Standard Walking Posture 12

Section 4 Standard Gestures 13

Section 5 Daily Etiquette 13

Chapter Chapter 4 Communication Standards 14

Section 1 Expression 14

Section 2 Eyes 15

Section 3 Listening 15

Fourth Section Sound 15

Section 5 Basic Language 15

Chapter 5 Self-operated Business Hall Service Work Standards 25

Section 1 Shopping Guide Service Standards 25

Section 2 Customer Consulting Service Specifications 27

Section 3 Business Acceptance Service Specifications 28

Section 4 New Business Experience Service Specifications 31

Section 5 Customer Self-Service Specifications 32

Section 6 Mobile Phone Repair Service Specifications 33

Section 7 Terminal Sales Service Specifications 33

Section 8 Customers Rest Area Service Specifications 34

Chapter 6 Cooperation Business Hall Service Work Specifications 36

Section 1 Business Acceptance Service Specifications 36

Section 2 Terminal Sales Services Specifications 36

Section 3 Self-Service Equipment Service Specifications 37

Section 4 Complaint Handling Work Specifications 37

Chapter 7 Complaint Handling Service Work Specifications 38

Chapter 8 Service Time Limit and Service Taboo 40

Section 1 Service Time Limit 40

Section 2 Service Taboo 40

Chapter 1 Service Code of Conduct

Section 1 Service Concept

In service, the concept comes first. The service concept guides service behavior, which determines whether the company can gain competitive advantage and grasp the initiative to win the business. Crucial.

The so-called service concept refers to the dominant ideology of people engaged in service activities and reflects people's rational understanding of service activities. The mobile communications industry is an industry that focuses on services, and its customers are the life of the enterprise. We regard the goal of "satisfying customers" as our service concept and enable all employees of the company to establish the value of "customers are the lifeline of the enterprise".

1. Customers are relatives and friends

“Customers are relatives and friends” should not be said in words, but should be hidden in the heart.

Reflected in service practice, we treat each other as relatives and friends unconsciously. Smiling faces, a hundredfold enthusiasm, and careful care make every customer feel like spring breeze. In customer service, think about what customers think, understand their psychology, and act as their advisor. Create a high-quality environment and provide high-quality services so that customers can enjoy cultural enjoyment.

2. Customers are always right

"Customers are always right" is absolute in meaning, but it does not mean that all behaviors and requirements of every customer are equal in a narrow sense. To be correct, the "customer" here does not refer to a single specific person, but to the "customer" as a whole. Enterprises serve customers as a whole and should not be picky about the inappropriate words and deeds of individual customers, let alone affect the company's view of customers as a whole. "The customer is always right" is a concept that requires us to put the customer's status first in the entire company and all activities revolve around the customer.

3. Customers are the lifeline of an enterprise

"Customers are the lifeline of an enterprise" is determined by the original business motivation of enterprises to seek higher profits, and is also determined by the social nature of the enterprise. It is The concrete embodiment of the service concept of unifying dedication and obtaining economic benefits is also a fundamental element for the survival and development of enterprises.

Section 2 Service Principles

Customer First Principle

Customers are the reason for our existence, so we must serve with heart, doing the most important things, and doing the most light things. Start with the details and focus on the overall situation to provide good customer service. Customer satisfaction is the only criterion for evaluating service personnel.

The principle of sincerity

Courteous service is a specific form of expressing emotions and attitudes. Sales personnel must have good psychological quality and professional ethics, serve customers enthusiastically and sincerely. Their appearance and behavior should be a sincere and natural expression of their heart.

The principle of consistency

The consistency of etiquette is reflected in treating customers equally and maintaining consistent service standards throughout the entire service process. Provide proactive, thoughtful and patient service to every customer. Regardless of the level of customer requirements, the severity of words, or the quality of attitude, we adhere to high standards of service quality and the principle of consistency.

Principle of appropriateness

The diversity of service items and service objects requires sales staff to adhere to the principle of appropriateness according to time, situation and people in the service process, such as: according to different customers Use appropriate titles according to the customer's gender, age, temperament and other characteristics; respond accordingly according to the customer's language habits. Only by following the principle of appropriateness can the essence of respect and friendliness in polite service be truly reflected.

Activity principle

In the service process, service behavior and service attitude should be proactive and enthusiastic. Five initiatives must be achieved, namely proactive greeting, proactive greeting, proactive service, and proactive Ask for advice. Make customers come happy and leave satisfied.

Section 3 Service Guidelines

Welcome with greetings: Take the initiative to greet every customer and express your welcome to them.

Respectful surname: When providing services to customers, if the customer's surname is known, they should be treated with their surname. Such as: Miss Chen, Mr. Zhang

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Ask and answer questions: During the service process, any questions raised by customers need to be answered promptly, accurately and patiently

Look at each other and smile: When serving customers, you should pay attention to them and smile when you look at them.

Apologizing for temporary absence: During the process of providing customer service, if you need to leave temporarily, you must apologize to the customer and explain the reason

Single collect and pay: When having a cash transaction with a customer, you need to tell the amount of the payment and the refund amount, so that you can collect and pay.

Receive and deliver items with both hands: When handing over items to customers, be sure to use both hands to receive them to show respect for the customer. Be sure to say "thank you" when receiving items from customers.

Pay attention to confirmation: After answering the customer's question, be sure to confirm whether the customer understands it. After completing the business, confirm whether the customer needs any other help.

Make a modest speech: When customers offer praise, you should make a modest speech without being arrogant or impetuous.

Be sure to say goodbye when the customer leaves.

Chapter 2 Grooming Standards

The appearance of a salesperson represents the image of the company to a large extent. Customers often judge the overall service level of the company through the appearance of the salesperson. Therefore, uniform attire and good appearance are the basic requirements for salespersons to work. During the work process, salespersons must also always pay attention to their overall image to ensure that they leave a good impression on customers.

Section 1 Appearance

1. Men's

Hairstyle: Hair needs to be washed frequently, free of dandruff, and neatly combed. Do not dye your hair, do not keep it long, trim it regularly, do not cover the forehead in the front, cover the ears on the sides, and do not touch the collar in the back.

Facial: Avoid growing beards and develop a good habit of shaving every day. The face should be kept clean, no secretions should be left in the corners of the eyes, and the nostrils should be clean. Nostril hair should not be exposed outside the nostrils when looking straight; if you need to wear glasses, the lenses should be kept clean.

Oral cavity: Keep your oral cavity clean. Do not eat onions, garlic and other smelly foods for breakfast and lunch. Do not drink alcohol or drinks containing alcohol. Do not smoke during working hours.

Ears: The auricles, behind the ears and the ear holes should be cleaned every day. No dander or dust should be left, and no earrings should be worn.

Hands: Keep your hands clean and develop the good habit of washing hands frequently and trimming nails frequently. Nails should not be longer than 1mm.

Body odor: Change inner and outer clothing frequently to keep it fresh and clean, giving people a good feeling.

2. Ladies

Hairstyle: Hair needs to be washed frequently, free of dandruff and neatly combed. Long hair should be tied behind the head and decorated with company-issued hairpins. Short hair should be tucked behind the ears and must not cover the face.

Face: The face should be kept clean. If you need to wear glasses, keep the lenses clean. When working, you should wear light makeup, which is elegant and natural. Do not use exaggerated lipstick and eye shadow.

Oral cavity: Keep your oral cavity clean. Do not eat stinky food for breakfast or lunch, and do not drink alcohol or alcoholic beverages.

Ears: The auricles, ear roots and ear holes should be cleaned every day, and no skin flakes or dust should be left. If you wear earrings, you should wear a pair of earrings.

Hands: Keep your hands clean, trim your nails regularly to no longer than 2mm, and apply colorless nail polish.

You should change your inner and outer clothing frequently to give people a fresh feeling. You can spray an appropriate amount of perfume, but avoid using perfume that is too strong.

Section 2 Dressing

1. Men

When working, they should wear the company’s uniform and tie; the uniform and tie should be clean, crisp, and There should be no damage or stains, and the buttons should be intact and complete.

Employees must wear required badges when on duty.

The length of the shirt cuffs should be 1cm longer than the suit cuffs. The cuffs should be buttoned, the shirt hem should be tucked into the trousers, and the length of the tie should be just enough to cover the belt buckle.

The appropriate length of trousers hems should be 1cm from the ground after wearing shoes.

A black belt should be worn.

Wear black leather shoes, which should be kept bright and clean; wear black, dark blue, or dark gray socks.

2. Ladies

Wear uniforms of the company during working hours. The uniforms must be clean, tidy, without damage or stains, and the buttons must be intact and complete. Headbands and scarves must be worn neatly and standardly in accordance with regulations.

Employees are required to wear required badges when on duty.

The length of shirt cuffs should be 1cm longer than the suit cuffs. The cuffs should be buttoned and the hem of the shirt should be tucked into pants or skirts.

A black belt should be worn.

When wearing a skirt, wear pantyhose and flesh-colored stockings. The stockings must not be picked or damaged.

Wear black medium-heeled leather shoes with a heel height of 3-6CM. The leather shoes must be kept bright and clean. Casual shoes and cloth shoes are not allowed. Open-toed and open-heeled sandals are not allowed when working in summer.

When wearing long pants, choose black, dark blue, dark gray and flesh-colored socks.

Section 3 Accessories

1. Name badge requirements: The standard wearing of salespersons shall be based on the service specifications. You must pay attention to the standard and neat wearing.

Work number plate (loaded with the specified LOGO);

Party (League) emblem;

Spiritual civilization creation logo badge;

Service Star Badge;

Other promotional activities, publicity activities and badges that are temporarily required to be worn by salespersons can be integrated and worn together.

2. Men

Men can wear tie clips and watches, but no other jewelry is allowed;

When wearing a suit, the tie clip should be clipped to the shirt. Between three to four buttons; when wearing a shirt, the tie clip should be clamped between four to five buttons of the shirt;

Watches must not be electronic watches, cartoon watches or exaggerated styles.

3. Women

The jewelry that women can wear include necklaces, rings, watches, and earrings. No other jewelry is allowed;

The number of jewelry that women can wear is: For a single piece, the texture can only be made of gold or silver;

The style of jewelry worn must not be exaggerated.

Chapter 3 Standards of Body and Appearance

Appearance refers to the general term for the various body postures of people during activities. People complete various activities through changes in various postures in order to This is used to show the unique physical charm of an individual. In the process of communicating with customers, every word, deed, and action of the service staff will affect the customer's feelings about the overall service we provide. Therefore, the elegant posture during the service process can not only bring customers beautiful enjoyment, but also It is the best time to show your corporate image and improve your customers’ awareness of your company.

Section 1 Standard Standing Posture

1. Men

Look straight ahead, mandible slightly adducted, neck straight;

Relax your shoulders naturally, draw back slightly, draw in your abdomen and lift your chest;

The arms hang naturally at both sides of the body, and the hands naturally hold each other in front of the lower abdomen, with the right hand lightly holding the left wrist and the left hand making a fist. , you can also hold each other naturally behind your back in the same way;

Put your heels together and spread your feet in a "V" shape, with the distance between the toes of your toes about a fist's distance away, or your feet can be separated parallel to each other, keeping the distance between your shoulders. Same width.

2. Ladies

Look straight ahead, lower your jaw slightly, and straighten your neck naturally;

Relax your shoulders naturally, and draw them back slightly. Keep your abdomen and chest high;

Hold your arms naturally at both sides of your body, fold your hands naturally in front of your lower abdomen, cross your thumbs, and place your right hand on your left hand;

Keep your legs together, Stand with your feet in a "T" shape.

3. Posture requirements when standing for service

When service personnel stand for a long time, they can adopt some changed standing postures to relieve fatigue, but they should Strive to maintain an elegant posture and avoid giving the impression of laziness. If required, you can shift your body's center of gravity to the left or right leg and let the other leg relax. However, if a customer approaches, you should immediately return to your standard stance.

Section 2 Standard Sitting Posture

1. Men

Head straight, eyes level, mandible retracted;

Body Stand upright, relax your shoulders, and do not lean on the back of the seat;

Stand your chest up, draw in your abdomen, and lean your upper body slightly forward;

Adopt a neutral sitting posture, occupying 2/3 of the chair surface when sitting The area on the left and right sides;

Daily hand posture: place the hands naturally on the knees;

Counter hand posture: naturally overlap the hands, extending the wrists to two-thirds of the way to the elbows Place it gently on the counter;

Leg posture: The legs can be together or apart, and the distance should not exceed shoulder width.

2. Ladies

Keep your head straight, look straight, and retract your chin;

Keep your body upright, relax your shoulders, and do not lean on the back of the seat. ;

Put your chest up, draw in your abdomen, and lean your upper body slightly forward;

Adopt a medium sitting posture, occupying about 2/3 of the chair surface when sitting;

Daily life Hand posture: naturally placed on both knees;

Counter gesture: hands naturally folded, two-thirds of the way from the wrist to the elbow placed lightly on the counter;

Leg position: legs together and perpendicular to the ground.

3. Standard sitting posture

When sitting, you should keep it smooth and relaxed to avoid making noise from the seat;

When men sit down, they can put the buttons on their suits Untie it to prevent clothes from piling up on the chest;

When sitting down, women should gently hold the front of their shirt with their right hand, smooth the back skirt with their left hand, and sit down slowly in an elegant manner;

If a woman feels tired from sitting for too long, she can adjust her leg posture appropriately, that is, naturally tilt her legs to the left or right based on the standard sitting posture, but her legs must not be spread apart.

4. Standards for posture when leaving a seat

When leaving a seat, if there is someone sitting next to you, you must signal to them with words or actions before you get up;

When you get up and leave your seat, you should do so gently and make as little noise as possible;

When you leave your seat, you should stand up first and then leave.

5. Sitting posture taboos

Do not turn or move the chair back and forth while sitting on the chair;

Do not use the "4" shape to fold your legs. ;

When on a seat, do not spread your legs widely or extend your legs flat, and do not extend your feet under the seat or hook your feet on the legs of the chair.

Section 3 Standard Walking Posture

1. Standard Walking Posture

Clear the forward target direction;

Maintain coordination of all parts of the body , steady, men should have a steady gait, and women should have a graceful gait;

The pace should be kept calm, the stride should be moderate, the left and right sides should be balanced, the pace should be even, and the walking should be in a straight line;

Double Swing your arms back and forth naturally, lift your chest, raise your head, and look ahead.

2. Standard posture during travel guidance

Travel guidance is to lead and guide customers while traveling.

Ask the customer to lean slightly towards the customer when they start to walk;

If both parties are walking side by side, the principle of "right is respected" should be followed, and the service staff should be on the left side of the customer ;

When both parties are traveling alone, the service staff should be located about one meter in front of and to the left of the customer;

When accompanying and guiding the customer, the service staff should move at the same speed as the customer. Coordination;

If you need to pass corners or stairs during the process of traveling guidance, you should promptly remind the customer and do not leave the customer behind;

While talking with the customer Or when answering questions raised by them, you should turn sideways and look at the customer visually.

3. Posture when not receiving customers in the workplace

You can adjust your sitting and standing postures to maintain a more relaxed physiological state;

When not receiving customers, the following postures are not allowed:

1) Stooping;

2) Lying on the workbench;

3) Whispering among the staff, 4) Laughing and cursing.

Section 4 Standard Gestures

Gestures are one of the most expressive "languages" among various body postures. Using appropriate gestures during the conversation can effectively enhance communication and achieve the effect of conveying feelings.

1. Counter service gestures

When standing for service, you should adopt a standard standing posture, with your arms hanging naturally at both sides of the body;

Serve in a sitting position When meeting customers, you are required to keep your upper body upright, approach the counter, bend your arms naturally, rest two-thirds of the distance from your wrists to your elbows on the edge of the table or counter, and place your hands naturally stacked on the table.

2. Direction indication gestures

When indicating the direction to the customer, the upper body should be slightly tilted forward, and the arms should naturally pass in front of the body from bottom to top, and should be at 45 degrees to the body. Angle; straighten your arms, put your fingers together naturally, palms upward, use the elbow joint as the axis to indicate the target direction, and use your eyes to match the direction indicated by the gesture;

The range of the gesture is above the waist and below the forehead from the body About a foot apart, the five fingers naturally come together.

Section 5 Daily Etiquette

1. Etiquette for Passing and Receiving Objects

When passing and receiving objects, lean your upper body slightly forward;

Look at the customer's hands;

Delivery in the forward direction of the text;

Pass and receive objects with both hands, handle them gently;

If you need the customer's signature, you should hold the pen holder lightly with your thumb, index finger and middle finger, with the pen tip facing you, and hand it to the customer's right hand;

The items handed to the customer should be handed directly to the customer's hands;

When delivering items to customers, service staff should leave a convenient place for customers to pick up the items.

2. Etiquette for handing business cards

Use both hands to accept or present business cards;

After receiving the business card, look at it carefully, read the other person's name softly, and then pass the business card to the customer. Put away your business card.

3. Etiquette for entering and exiting the room

Knock on the door before entering the room, and then enter after getting permission;

When knocking on the door, knock lightly every five seconds Two clicks;

When you leave the room, you should face the customer, take two steps back politely, and close the door gently after saying goodbye.

4. Telephone Etiquette

When the phone rings, pick up the phone within three rings;

When picking up the phone, greet the customer in standard language: "You OK, Sichuan Mobile XX Business Hall, how can I help you? ”

Record the information at any time during the customer’s statement. After the customer completes the statement, repeat the key points according to the record and confirm with the customer;

If the questions asked by the customer can be answered immediately, a positive answer should be given on the spot;

If the questions asked by the customer cannot be answered accurately, the reasons should be explained and the customer should be asked to leave a message Contact number and give an exact response time;

After the call ends, the customer should hang up before hanging up.

Chapter 4 Communication Standards

Section 1 Expressions

When communicating with customers, have a friendly and natural expression and do not appear nervous and rigid, and a sincere and enthusiastic demeanor and do not appear overly intimate;

Greet the customer with your eyes within 2 meters of the customer's sight. When making eye contact with the customer, smile and nod;

When smiling, the standard is to reveal 6 upper teeth , relax the facial muscles and slightly raise the corners of the mouth, making the lips slightly arc-shaped.

Section 2 Eyes

You should look at the customer during the communication with the customer, so that the customer feels that you are concentrating on providing services to them;

In When having a long conversation with a customer, you should focus on the customer's entire face and do not stare at a single point;

In business situations, as long as you see the customer's gaze, you must greet it with your eyes. Turn a blind eye or look away;

When receiving and delivering items, you should look at the delivered items and the customer's hands;

Look softly and kindly;

Do not treat customers with contempt, ridicule, or impatience.

Section 3 Listening

When listening, turn your eyes to the customer;

When listening, smile and nod appropriately;

When the customer makes a statement, there must be a response. You can respond with words such as "I understand", "I understand", "um", "yes", "ok";

If necessary , record at any time;

When the customer concludes his statement, simply repeat the customer's demands and confirm with the customer.

Section 4 Voice

Tone: Female salespersons use mid-to-high-pitched tones, and male sales staff use mid-range tones;

Volume: Depends on the customer’s volume Adjust and maintain a volume suitable for the customer;

Tone: soft, gentle, clear and natural;

Speech speed: moderate, should be kept at about 150 words per minute.

Section 5 Basic Language

1. Language Requirements

When greeting customers, send greetings;

When customers leave When walking in the business hall, you should send a greeting when you make eye contact with a customer;

When you learn the customer's last name, you can Call them "Mr.

2. Conversation Etiquette

When communicating with customers, other staff are not allowed to interrupt and disturb, and will be dealt with separately when the customer leaves;

If there is an urgent matter, it is necessary When handling, you must explain the reasons to the customer and apologize, and properly hand over the work to other colleagues before leaving;

In the workplace, non-standard language such as slang, dialects, and catchphrases are not allowed;

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In the workplace, any language that discriminates, insults, or ridicules customers is not allowed.

3. Service terms

Welcome: Welcome;

Greetings: Hello/Good morning/Good afternoon/Happy New Year/Happy holidays;

Farewell words: Goodbye/Please walk slowly/Please go well;

Inquiry words: Do you need my help? /How can I help you? /Can I help? /What kind of business do you handle? /Are you satisfied with my explanation?

Apology: I'm sorry/I'm sorry/Please understand/This is an oversight in our work;

Thanks: Thank you for your compliment/Thank you for your suggestion/Thank you for your cooperation ;

Polite words:

When making requests to customers, use the word "please";

When receiving any items from customers, use "thank you" ;

Use "I'm sorry" when making requests to customers.

8. Conclusion: Thank you, 9. Please walk slowly.

4. Commonly used working languages

"Excuse me..."

"Please wait a moment..."

"Let me help you Deal with it..."

"Look, is this okay?..."

"I'm sorry, I didn't understand what you meant, could you please repeat it?"

"I'm sorry, can you..."

"Is there anything I can do to help you?"

"Your phone bill is..., I charge you... ..., looking for you..."

"I'm sorry, can you do it one by one?"

"Thank you for your support..."

5. Prohibited words

"I don't know, you ask others"

"If you can't do it here, ask over there"

"You can't finish it"

"Whether we can do it or not, have we thought about it?"

"Why is the phone bill so small?"

"Pay a little more, so you don't have to pay it every time"

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“I don’t know anything about this”

“What’s the hurry? Didn’t you see that I’m busy?”

“If you have any opinions, go to the leader”

"This is a rule, I have nothing to do with it"

"I've already said it, why ask again"

"It's time, hurry up"

"No Maybe..."

"What are you talking about? I didn't see the handover"

"If you want a good number, give me the money"

"You don't know, This is the procedure"

"Can you decide..."

"What you need to understand is..."

"Calm down"

6. Commonly used English

(1) Common business words and phrases