Etiquette process of business reception for important customers

Etiquette process of business reception for important customers

When receiving guests, management departments should make reception plans for important customers, coordinate relevant departments to perform reception tasks, provide logistical support, and do a good job in the transmission and archiving of important information in the future. Let me share with you the etiquette process of receiving important customers, hoping to help you!

I. Planning and preparation

1. After receiving the notice from the company's leaders or the reception contact list of relevant departments, the comprehensive management department should fully communicate with the application department and learn the basic information of the customer in detail: the customer's position, specific visit time, number of people, date of stay, purpose and reception requirements, etc. On this basis, draw up relevant reception plans, work out schedules and arrange reception standards as appropriate.

2. According to the proposed plan, the comprehensive management department will notify the leaders and accompanying personnel attending the meeting and determine the time and place of the meeting.

3. The General Management Department will book hotels to entertain customers according to the reception standards in advance according to the customer's situation, and arrange the standards of drinks, cigarettes and meals as appropriate; If you need to check in, you should make an appointment in advance according to the reception standard.

4. The comprehensive management department plans to arrange customers to dine in hotels, tourist routes, shopping malls and entertainment projects according to the situation.

5. Due to the needs of the meeting, the comprehensive management department needs to prepare flowers, fruits, rock tea, audio equipment, projection equipment, leadership seats, banners, make welcome cards and signs, arrange etiquette personnel and arrange on-site photography.

6. The comprehensive management department will arrange the vehicles needed for reception according to the situation, so as to ensure that the vehicles are clean and have good safety performance. The pick-up and drop-off personnel are responsible for coordinating and arranging the reception personnel of the comprehensive management department.

7. If necessary, the General Management Department should purchase air tickets and air tickets for customers in advance according to the situation.

Second, the reception standard

First-class reception standard:

Accompanying personnel: General Manager, Deputy General Manager and Minister of General Management Department.

1. greetings: the general manager, the deputy general manager and the director of the general management department meet at the airport, the station and the company gate. Pay attention to the waiting time and wait at the meeting place in advance. When introducing guests, the receptionist should pay attention to the order (observe the introduction order). The formal practice is to introduce the host first, and then introduce the guests; Introduce those with low positions first, and then introduce those with high positions; Introduce men first, then introduce women; Introduce the younger generation first, and then introduce the elders; Introduce individuals first, and then introduce groups. When receiving foreign guests, if there is more than one guest and host, the host party should be introduced first, and then the guest party. However, when introducing people from all sides, we should usually be condescending and humble according to the position. When visiting, the host first extended his hand to welcome him. When leaving, the host reached out first and then shook hands. The strength of shaking hands is limited to not hurting each other's hands. When we meet for the first time, the time is generally controlled within 3 seconds. When introducing, introduce the low-ranking party to the high-ranking party. )

2. Visit: accompanied by the general manager, deputy general manager and the director of comprehensive management department, introduce the basic situation of the city along the way, and introduce the company information in detail after arriving at the company.

3. Discussion: Company personnel ensure that the company's environment, indoor and bathroom are clean, the room temperature is moderate, and the light is suitable. The company profile or related materials, paper and pens, tea cups, fruits and cigarettes are placed in the reception room. We can make leaders' seats, banners, welcome cards and signs as needed, and debug audio equipment, projection equipment and camera equipment.

4. Dining standard: The comprehensive management department will book hotels according to company standards:

5. Hotel standards: The comprehensive management department will book hotels according to the company standards:

6. The comprehensive management department plans the tour route in advance according to the situation, customers' wishes and interests.

7, comprehensive management department according to the situation to buy courtesy gifts.

Secondary standard:

Accompanying personnel: deputy general manager, director of comprehensive management department and managers of relevant departments.

1. greetings: the staff of the comprehensive management department will meet at the company's resident gate to guide customers.

2. Visit: Accompanied by the deputy general manager, the director of the comprehensive management department and the managers of relevant departments, the director of the comprehensive management department introduced the basic situation of the city along the way and introduced the company information in detail after arriving at the company.

3. Discussion: Company personnel ensure that the company's environment, indoor and bathroom are clean, the room temperature is moderate, and the light is suitable. The company profile or related materials, paper and pens, tea cups, fruits and cigarettes are placed in the reception room.

4. Dining standard: The comprehensive management department will book hotels according to company standards:

5. Hotel standards: The comprehensive management department will book hotels according to the company standards:

6. The General Management Department purchases the gift money according to the company standard.

Three-level standard:

Accompanying personnel: managers and personnel of relevant departments.

1. Visit: accompanied by managers and personnel of relevant departments, who will introduce the basic situation of the city along the way and introduce the company information in detail when they arrive at the company.

2. Discussion: Company personnel shall ensure the cleanliness of the company's environment, rooms and bathrooms, and the company profile or related materials, paper, pens and cups shall be placed in the reception room.

3. Dining standard: The comprehensive management department will book the hotel according to the company standard:

Third, the reception etiquette:

1, Instrument: clean face, well dressed.

2, manners: steady and dignified, calm and generous.

3. Speech: gentle tone, polite and elegant.

4. Attitude: sincere and enthusiastic, neither humble nor supercilious.

5. When greeting customers, pay attention to the waiting time, wait at the company gate or the station airport in advance, and the receptionist should pay attention to the order when introducing guests.

6. When accepting a business card: accept it respectfully with both hands, read it silently, and put it in your pocket solemnly.

7. When crossing the corridor: generally walk in front of the guest's right side, turn around from time to time on the left side, cooperate with the guest's footsteps, and extend your right hand at the corner and say? This way, please .

8. When entering the elevator: tell the guests which floor to go to, and let the guests go in first.

9. When discussing: After the guests are seated, serve tea with both hands, first the guests, then the host, first the leader, then the colleagues.

10. When seeing a guest off: the specifications depend on the identity. If you send them to the door of the company or the car, wave the guests to leave before they leave.

Four. Confidential matters

When receiving confidential affairs, secret messages and important meetings, special attention should be paid to confidentiality. In the reception process, we should not only skillfully introduce the company, but also distinguish between the inside and outside, strictly observe the company's business secrets, and explain to visitors the occasions that are not suitable for photography.

Verb (abbreviation of verb) feedback of important information

The receptionist should record the information of important visiting customers in time, collect and sort out the information obtained in communication with visitors, extract the information that is valuable to the company and pass it on to the heads of relevant departments, which will be filed by the comprehensive management department.

Seating arrangement of intransitive verb business reception desk (Figure)

(1) Seating arrangement for the conference podium

1, the rostrum must be seated and put on the name tag, so that leading comrades can sit in the right position and avoid mutual humility after taking office.

The seats on the rostrum are all arranged. When the leader is singular, the main leader is in the middle, No.2 leader is in the left hand position of No.65438 +0 leader, and No.3 leader is in the right hand position of No.65438 +0 leader; When the number of leaders is even, leader 1 and 2 are in the middle at the same time, and leader 2 is in the middle.

Still in the left hand position of the leader 1, and the No.3 leader is still in the right hand position of the leader 1.

3. The leaders of several organs took to the rostrum at the same time, usually in the order of organs. You can master it flexibly, but you can't copy it mechanically. For example, some venerable veteran comrades can rank at the top, while some younger leading comrades can rank at the bottom. In addition, customers invited by superior units or brother units do not have to be ranked according to their positions. Usually, the principle is that the customers of the superior unit or the same unit, whose actual position is slightly lower than that of the owner, can be arranged to sit in an appropriate position on the rostrum. This not only shows respect for the guests, but also makes the host and guests feel more decent.

Whether the leading comrades on the rostrum can attend the meeting at that time must be implemented one by one before the meeting. After the leading comrades arrive at the meeting place, they should arrange to wait in the lounge, then check them one by one and tell them where to sit after taking the stage. If there are many people on the podium, you should also prepare a seat map. If there is any temporary change, the seat and the name tag should be adjusted in time to prevent the name tag error or leadership vacancy on the rostrum. Also pay attention to fill in the name label carefully and beware of typos.

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