Flow chart for company customer visit reception

Flow chart for reception of corporate customers' visits

Flow chart for reception of corporate customers' visits. For some companies, there are often visiting customers, which requires the front desk staff to To entertain customers well, there is a process for entertaining customers. The following is the flow chart for the reception of corporate customers. The flow chart for the reception of corporate customers 1

1. Know the identity of the visitor in advance. Many people think that reception etiquette should be paid attention to from meeting to saying goodbye. In fact, it is much more than that. You should pay attention to it from the beginning of contacting the customer and determine this information in advance:

How many times will the customer come? Personal information, what is their position, what is their name and gender, how long is the expected visit, whether they need to have meals in your company, etc.

2. Recognize the visitor’s face in advance. One link is very important: before meeting, you must recognize the person in charge and the senior leader of the visiting customer.

If you have not had face-to-face contact with the customer before, you can check the customer's circle of friends or search online to remember their appearance. Or ask colleagues who have been in contact with you, "Who is the person in charge among the visitors, what is their name, and what they look like?" to make sure you will not mistake the person in charge.

3. On the day of your visit, greet you at the door in advance. Before the customer arrives, you have to keep track of his movements on WeChat and phone. 5-10 minutes in advance, you have to go downstairs and wait at the gate, and tell the customer "I'm waiting for you at the gate of such-and-such building. Wear red." I’m the one wearing the coat and black pants.”

4. Come forward to greet them enthusiastically. When you see a customer getting out of the car and walking towards you from a distance, you should speed up the pace and walk forward to let the customer feel your enthusiasm. When you are two or three meters away from the customer, slow down a little and walk over steadily to show that you care about the customer. His attention.

5. After meeting, take the initiative to shake hands and introduce yourself. Offering a handshake will make the customer feel welcome, better than a handshake offered by the customer.

Self-introduction should contain three elements: company + department/position + name. You can extend your hand and say: "Hello, Mr. Wang. I am so-and-so from the operations department of such-and-such company. You are welcome to visit."

6. Don't ignore any customer who comes to visit . After shaking hands with the person in charge, you should also shake hands with other personnel one by one and greet them. If there are more than three people, just nod and greet them.

7. If your leader is also there, when you introduce each other, you must follow the principle of "the superior knows first."

First introduce your leader to the customer, and then introduce the customers to your leader in order from high position to low position.

8. When leading customers in, you should walk 1 to 1.5 meters in front of the customer's left, conveying the message that "the right is respected."

If there are more than five customers, at least two receptionists are needed. You will lead the way, and the other will be at the end, paying attention to the people walking behind.

9. Whenever there are turns, forks in the road, or going up or down stairs, there must be verbal prompts.

You can say "Hello, please turn left ahead" and "I'll take you upstairs, please be careful of the steps" while turning your body slightly sideways to the customer and using your arms to indicate the direction. Pay attention , don’t point with one finger.

10. When guiding customers up and down the stairs, you should let them walk in front and you behind; You walk in front and the customer walks behind. If you want to go upstairs for more than two floors, you should say at each floor: "Which floor is this?" ”

11. When taking the elevator, remember the principle of “first in, first out” for customers. That is, you don’t go in first, but hold the door open button outside and extend your other hand to invite customers. Enter, enter last, and stand near the control button in the elevator. When exiting the elevator, press the button switch and say: "Please come first." "After all the customers have walked out, you get out of the elevator and follow quickly.

12. When bringing customers into the conference room or office, remember to remind the customers: "This is it. "Hold the door with one hand, and invite customers to enter first with the other hand.

13. Indoor seating etiquette follows the principles of "away from the door first", "facing the door first" and "long sofa is better than short sofa" in principle.

In the conference room, you should ask customers to sit in a position far away from the door but facing the door. In an office, give priority to customers with high positions to sit on the couch. If they cannot sit down, Those with lower positions can sit on short sofas.

14. Tea should be served to customers as soon as they sit down. If the company has more than two drinks to choose from, you must take the initiative to ask: "Our company has coffee, cola and hot tea, which one do you want to drink?"

15. When handing over water, a few details Be careful: when pouring tea, do not fill the cup more than seventy percent full; the thumb of the hand holding the cup should not touch the mouth of the cup, which is where the customer's mouth comes into contact;

For drinks of more than two cups, it is best to use a tray to serve them out ; It is recommended to place it on the customer's right hand side, not the left hand side; if the cup has a handle, place the handle on the customer's right hand side.

16. Always have a beginning and an end, and be sure to “deliver where you pick up.”

If the customer is picked up from the door of your company, send it to the gate; if the customer is picked up from the hotel, it should also be sent back to the hotel, so that the customer can still feel respected at the last second.

Finally, I saw a one-page guide for customer reception in the editor-in-chief’s office.

With the customer reception work like this, there is no need to worry about unaccepted customers. Flowchart 2 for reception of company customers

Contents of reception etiquette at the front desk

1. Preparation of items

When we usually work, we should prepare them next to the phone. Paper and pen are handy for recording customer phone calls.

2. Hold the microphone with your left hand

Most people are accustomed to picking up the phone receiver with their right hand. However, during telephone communication with customers, it is often necessary to make necessary written records. When writing, the microphone is usually clamped on the shoulder. In this way, the phone can easily fall off and make a harsh sound, causing discomfort to the customer.

In order to eliminate this undesirable phenomenon, it is recommended to use the left hand to hold the receiver and the right hand to write or operate the computer, so that you can easily communicate with customers.

3. Answering time

Answer the phone within three rings. If something delays the time of answering the phone, please wait until the customer calls. You should first apologize to them.

4. Maintain a correct posture

You should always maintain a correct posture when answering the phone. Under normal circumstances, when a person's body sinks slightly and the Dantian is compressed, it is easy to make the sound of the Dantian unable to be produced. Most people speak from the chest, which makes the mouth dry. If you use the sound of the Dantian, you can not only make the Dantian sound The sound is magnetic and won't hurt your throat.

Therefore, maintain an upright sitting posture, especially do not lean on the edge of the table, so as to make the sound natural, smooth and beautiful. In addition, smiling can also make the caller feel that you are happy.

5. Repeat the content of the call

Before answering the call, do not forget to repeat the key points of the call to prevent misunderstandings caused by recording errors or deviations and make the entire work more efficient. high. For example, all information such as meeting time, location, contact number, area code, etc. should be checked and proofread to avoid errors as much as possible.

6. Thank you

Finally, thanking the customer is a basic courtesy. The visitor is the customer, so treat the customer first. Don’t think that you can ignore the customer just because you don’t face the customer directly. them. Also, remember to ask the customer to hang up the phone first, and then we hang up.

Flow Chart 3 for Reception of Corporate Customers

Reception Process for Corporate Customers

Reception Application-----Determine the Reception Level-----Contact the Reception Unit-----Arrange Reception Personnel ----- pick up at the airport (station) ----- arrange accommodation ----- visit the marketing center ----- meet with leaders ----- catering arrangements ------ propose and collect Cooperation matters------Process and determine cooperation matters------Leadership meeting------Airport (station) delivery------Telephone return visit

1. Reception application: Business and field department employees notify the administrative office when they learn that a customer is about to visit, requesting arrangements for customer reception. If they are on a business trip, they should notify the customer in time by phone, and confirm the customer's contact information, number of people accompanying them, and whether they are needed. Pick up and drop off at the airport or train station;

2. Determine the reception level: The reception can be arranged according to the following standards according to the level of the visitors

(1) Ordinary staff level: suitable Personnel: dealer business inspectors, technical personnel, home decoration company designers, middle-level managers of manufacturers, general intended dealers, etc.

a: Accommodation standards are based on the requirements of the other party, and the company does not bear the accommodation costs;

b: Catering standards: Lunch consumption is controlled below 300 yuan, and dinner consumption is controlled below 400 yuan ;

c: Reception accompanying personnel: the company's grassroots salesperson, a certain regional manager;

d: Reception vehicle: four-wheel drive or taxi.

e: The above standards are based on two customers. If there are more than two customers, an additional 50 yuan per person will be charged for catering;

(2) Senior staff level: Suitable staff : Leaders of engineering procurement, terminal consumer companies, cooperative dealers, senior managers of manufacturers, heads of export companies, etc.

a: Accommodation standards are based on the requirements of the other party, and the company does not bear the accommodation costs;

b: Catering standards: the consumption of simple lunch is controlled below 500 yuan, and the consumption of dinner is controlled below 500 yuan ;

c: Reception accompanying personnel: a certain regional manager, a certain field supervisor;

d: Reception vehicle: four-wheel drive or business car or taxi;

e: Emotional reception: For this type of personnel, the company's senior cadres can arrange one or two receptions at home, accompanied by reception staff, to increase the relationship between them; (depending on the cooperation between the two parties)

f: Other reception items: The company arranges to take customers to major local attractions or evening entertainment, and the cost is controlled below 700 yuan; if necessary, souvenirs can be given to customers before leaving. (Depending on the cooperation between the two parties)

g: The above standards are based on two customers. If there are more than two customers, an additional 100 yuan/person will be charged for catering; an additional 200 yuan/person will be charged for entertainment. Calculation;

(3) Special personnel level: Suitable personnel: Main dealer leaders (including domestic sales and exports), main government personnel of a certain site, heads of relevant departments in local industries, specially invited leaders of manufacturers, The company's specially invited leaders and other special personnel, etc.

a: Accommodation standard is four-star hotels or above, room price is controlled at 400-700 yuan/room, and the company bears the entire cost;

b: Catering standard: lunch is simple, consumption is controlled at Less than 1,000 yuan, and dinner consumption is controlled below 1,000 yuan;

c: Reception accompanying personnel: a certain regional manager, a certain field supervisor, marketing general manager, shareholders;

d: Reception of vehicles ：Commercial vehicles or renting high-end cars;

f: Other reception items: The company arranges to take customers to major local attractions or evening entertainment, and the cost is controlled below 1,200 yuan; if necessary, it can be arranged before the customer leaves Souvenirs are given as a gift. (Depending on the cooperation between the two parties)

g: The above standards are based on two customers. If there are more than two customers, an additional 100 yuan/person will be added; for entertainment, an additional 250 yuan/person will be added. ; 3. Contact the reception unit: According to the reception application requirements, administrative staff should make relevant reception arrangements before the customer arrives, contact the customer in a timely manner to understand the specific number of visitors, whether a car, room reservation or other requirements are needed, and implement them in a timely manner .

4. Arrange reception personnel: The company arranges reception personnel according to work needs, and those responsible for reception tasks must strictly implement the entire reception process in accordance with standards. Under normal circumstances, the reception staff should not change at will before the visitor leaves.

5. Airport (station) pick-up: After receiving the reception task, the reception staff must confirm when the visitor’s flight (shuttle bus) arrives, the arrival location, flight number (train number), and the visitor’s Name, characteristics.

When using a car, first confirm whether the company has a vehicle. If it is impossible to arrange a vehicle, the customer should be notified and informed of the method of transportation. Especially if you are flying, you can inform the customer to take the high-speed express to Hongyun Station or take a taxi. After arriving at the station, take the expressway to the airport. After receiving the visitors, the reception staff will help carry the luggage to the car, and arrange the order of accommodation and meals according to the shift time or the needs of the visitors.

6. Accommodation arrangements: After arriving at the accommodation location, the reception staff should take the initiative to help the visitors carry their luggage to the room, briefly explain how to use the facilities in the room, and leave their own contact Telephone. Depending on whether the visitors are long-distance or short-distance, arrange for the visitors to rest or go directly to the marketing center. And contact the Internal Affairs Department in advance for reception arrangements at the Marketing Center.

7. Visits to the marketing center: The reception at the marketing center is mainly for exhibition hall visits, and office visits are generally not arranged. After the reception staff accompanies the visitors to the exhibition hall, the exhibition hall sales assistant must take the initiative to come forward, use polite words, arrange for the visitors to sit down, and offer tea.

The main introduction work is carried out by the reception staff, and the exhibition hall sales assistants cooperate. (such as leading, presenting relevant information, creating atmosphere, etc.) The main highlights of the introduction work are: samples, paving effects, exhibition hall layout, introduction of new products, coordination of furniture and sound effects, and the main scope of work of the staff. Corporate culture, corporate prospects, etc.

Detailed explanation is the key to whether dealers in various places can copy the marketing center well. Before introducing the company leaders, the reception staff can discuss cooperation opinions and the main purpose of the visit with the visitors in advance in the exhibition hall.

8. Leader’s interview: Before leading the visitors to meet the leader, the reception staff must communicate with the company leaders, confirm the meeting time and location, and then lead the visitors to meet with the leader. When meeting, the receptionist first introduces both parties, and then briefly explains the main discussion matters of the visitor. (Special note: When introducing company leaders, you should intentionally or unintentionally praise the leaders to enhance their status and increase the advantage of the negotiation.)

9. Catering arrangements: The administrative office can inform the relevant departments before proceeding. Generally, The reception requires business employees or employees from a certain field department to do it together. After making some standards, they can arrange for the reception staff to accompany the visitors to the meal, and arrange drinks according to the guests' habits. During the meal, the reception staff can appropriately promote the atmosphere and promote both parties. emotional exchange. (Note: The reception staff should not drink too much, and do not check out in front of guests when checking out)

10. Propose and collect cooperation matters: After the above reception steps, the emotional communication between the two parties has a foundation. , the reception staff can arrange for both parties to move to the business negotiation stage. According to the actual situation of the company's work and relevant department standards, propose the content of cooperation matters, consult the content of cooperation matters proposed by visitors and make notes.

11. Handle and determine cooperation matters: In line with the principle of win-win, the reception staff collects opinions from both parties based on the content of the cooperation matters between the company and the visitors, and handles and finalizes the work. After confirmation, the copy will be sent to both parties.

12. Leadership talks: After both parties reach an agreement on cooperation matters, the leaders of both parties will usually conduct a ceremony to congratulate each other, and the reception staff will make relevant arrangements in a timely manner.

13. Airport (station) drop-off: When the visitors leave, they will be escorted by the reception staff to the drop-off. In addition to taking the initiative to remind the visitors, the reception staff must remind the visitors or hand them over directly if there are any souvenirs given by the company. into the hands of visiting personnel. When sending the car off, you must wait until the visitor leaves your sight before leaving.

14. Telephone return visit: The reception staff will estimate their arrival time according to the flight number (train number) that sent the visitors, and call them in a timely manner to inquire about the reception work and understand the customers' opinions on the company's products and enterprises. Opinions on image, etc.

Prepare reports in a timely manner and submit them to the company for improvement.

No matter what the purpose of the visitor's visit, the reception work will often directly affect the customer's choice of our company. As long as our reception work is done well, it will leave a good image for visitors, thereby increasing the industry competitiveness of Maraz Company.