What is the sequence of the customer service reception process?

Main process:\x0d\Reception application-----Determine the reception level-----Contact the reception unit-----Arrange reception staff-----Pick up at the airport (station) -----Arrange accommodation-----Visit the marketing center-----Meet with leaders-----Catering arrangements------Propose and collect cooperation matters------Process and confirm cooperation Matters------Leadership meeting------Airport (station) car delivery------Telephone return visit\x0d\1. Reception application: Business and marketing department employees will inform when they learn that the customer is about to visit The Administrative Office requires arrangements for customer reception. If you are on a business trip, you should promptly notify by phone, and confirm the customer's contact information, number of people accompanying you, and whether you need to use a car to pick up and drop off at the airport or train station;\x0d\2. Determine the reception level: The reception can be arranged according to the level of the visitors, and the reception can be arranged according to the following standards\x0d\ (1) Ordinary personnel level: Suitable personnel: dealer business inspectors, technical personnel, designers of home improvement companies, middle-level managers of manufacturers, and general intention distributors Shang et al. \x0d\A: Accommodation standards are based on the requirements of the other party, and the company does not bear the accommodation costs; \x0d\B: Catering standards: lunch consumption is controlled below 300 yuan, dinner consumption is controlled below 400 yuan; \x0d\C: Reception and accompanying Personnel: Company's grassroots salesperson, regional manager; \x0d\D: Reception vehicle: four-wheel drive or taxi. \x0d\E: The above standards are based on two customers. If there are more than two customers, an additional 50 yuan/person will be added for catering calculations; \x0d\ (2) Senior personnel level: Suitable personnel: Engineering procurement, terminal consumer enterprise leaders , cooperative dealers, senior managers of manufacturers, heads of export companies, etc. \x0d\A: Accommodation standards are based on the requirements of the other party, and the company does not bear the accommodation costs; \x0d\B: Catering standards: Lunch consumption is controlled below 500 yuan, and dinner consumption is controlled below 500 yuan; \x0d\C: Reception and accompanying Personnel: Regional manager, market supervisor;\x0d\D: Reception vehicles: four-wheel drive or commercial vehicles or taxis;\x0d\E: Emotional reception: For this type of personnel, the company's senior cadres can arrange to receive one or two home receptions. Accompanied by reception staff to increase mutual affection; (depending on the cooperation between the two parties)\x0d\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; when necessary , you can give souvenirs to customers when they leave. (Depending on the cooperation between the two parties)\x0d\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;\x0d \(3) Special personnel level: Suitable personnel: dealer leaders in major markets (including domestic sales and exports), government personnel in major markets, heads of relevant departments in local industries, specially invited leaders from manufacturers, specially invited leaders from companies, and other special personnel. \x0d\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; \x0d\B: Catering standards: simple lunch, consumption is controlled below 1,000 yuan, and dinner consumption is controlled below Less than 1,000 yuan;\x0d\C: Reception accompanying personnel: regional manager, market supervisor, general marketing manager, shareholder;\x0d\D: Reception vehicle: commercial vehicle or rented high-end car;\x0d\F: Other reception items: The company arranges to take customers to major local attractions or for evening entertainment, with the cost controlled below 1,200 yuan; if necessary, souvenirs can be given to customers before departure. (Depending on the cooperation between the two parties) \x0d\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; \x0d\ 3. Contact the reception unit: According to the reception application requirements, administrative employees should make relevant reception arrangements before the customers arrive, contact the customers in a timely manner to understand the specific number of visitors, whether they need a car, book a room or other requirements, and implement them in a timely manner. \x0d\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.

\x0d\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 and 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 to the station and then take the high-speed 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. \x0d\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 contact number. 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. \x0d\7. Visits to the marketing center: The reception in 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. \x0d\8. Leader’s interview: Before leading the visitors to meet the leader, the reception staff must communicate well 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.)\x0d\9. Catering arrangements: The administrative office can inform the relevant departments before proceeding. General reception requirements Employees or marketing department employees can do it together. After setting the 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 bring about the atmosphere and promote emotional exchanges between the two parties. (Note: The reception staff should not drink excessively, and do not check out in front of guests when checking out)\x0d\10. Propose and collect cooperation matters: After the above reception steps, the emotional communication between the two parties has a foundation, and 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. \x0d\11. Handle and determine cooperation matters: Based on the principle of win-win, the reception staff collects the opinions of both parties between the company and the visitors based on the content of the cooperation matters, handles and finalizes the work, and uses copywriting after confirmation by both parties. Hand over to both parties. \x0d\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. \x0d\13. Airport (station) drop-off: Visitors leave and are escorted by reception staff. In addition to proactively reminding visitors, if there are any souvenirs given by the company, the reception staff must remind them or hand them directly to the visitors. superior. When sending the car off, you must wait until the visitor leaves your sight before leaving. \x0d\14. Telephone return visit: The reception staff estimates their arrival time based on the flight number (train number) that sent the visitors, and makes timely calls to inquire about the reception work, understand the customer's opinions on the company's products and corporate image, etc. opinions. Prepare reports in a timely manner and submit them to the company for improvement. \x0d\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, we will leave a good image for the visitors.