The front desk of the decoration company is the spokesperson and face of an enterprise, so it is an important position. The first contact between a customer and a company is to find you. You should at least master the company's workflow and departmental structure and be a guide for customers to understand the company. Understand the development history, characteristics, advantages and disadvantages of the company, and you will easily get praise from customers and retain customers for the company. You may not be an expert in the company's specific business, but you should know a little, and you can't ask three questions. So pay attention to study everywhere. Expression ability is very important, but what is more important is enthusiasm for customers. Think from the customer's standpoint. They want to know what you need to know. First, the front desk receives the customer workflow 1, and the customer enters the store (in two cases: the known customer; Overall process: ▲ Understand the overall process of customers: when customers enter the door, get up and greet them politely, "Welcome to XXX (Mr. and Ms.) and decorate the exhibition hall", guide them to sit down, pour tea, invite the responsible designer, and check whether customers need to add tea at any time during the negotiation (polite expressions when adding tea: hello * *, excuse me, help you add tea. ) → When the customer leaves, go to the door to make a gesture of "please" and politely say "* *, please walk slowly". After the customer leaves the store, wave. ▲ The whole process of receiving a strange customer: seeing the customer enter the door → standing up and politely greeting "Welcome to the exhibition hall" → leading to the table to ask the customer's name and the designer in charge → pouring tea and asking the designer in charge → checking whether the customer needs more tea at any time during the negotiation (polite expressions when adding tea: hello * *, excuse me, I will help you to add more tea. ) → When the customer leaves, go to the door to make a gesture of "please" and politely say "* *, please walk slowly". After the customer leaves the store, wave. 2. The whole process of colleagues accompanying customers into the store: seeing colleagues accompanying customers into the store → standing up and politely greeting "Welcome to decorate the exhibition hall" → pouring tea → checking whether customers need to add tea at any time during the negotiation (polite expressions when adding tea: hello * *, excuse me, I will help you add tea. ) → Seeing a colleague accompanying the customer to leave, I walked to the door to make a gesture of "please" and politely said "* *, please walk slowly". After the customer leaves the store, wave.
Second, the front desk daily workflow
1. Keep the boss's office and reception room clean. 2. Answer the phone and show the good image of the company with a sincere and sweet voice. Designers should fully grasp the existing work at hand, so as to make reasonable arrangements. (designer's workload, design level, etc. ) 4. Follow up the customers served by designers in time, urge designers to follow up and consult customers, and then fill in the record form of intentional customer communication. 5. Pay a return visit to the customers who have signed with our company. At least three follow-up visits shall be conducted during the construction period to understand the customers' opinions on the construction service, and the follow-up records shall be reported to the company manager in time. 6. Call back the completed customers. In principle, you should pay a quarterly visit during the warranty period, and fill in the after-sales service record form of completed customers, so as to feedback the problems reflected by customers to the engineering department in time and urge the engineering department to guarantee the projects that need warranty. And timely report the maintenance situation of the engineering department to the company manager. 7. Provide services for non-decoration customers and introduce them to all departments in time. 8.① Provide services for job seekers who come to apply, arrange to fill in the application form, and report the application materials to the human resources department of the company in time. After the review by the human resources department, the front desk will inform the candidates to come for an interview. The front desk submits the application form and interview record form to the person in charge of the interview department. Talents are hired, and the front desk is responsible for informing them to report. (2) After the talents report, the front desk will sort out the materials submitted by the candidates, fill in the employment information form and paste various certificates. (3) Be responsible for the company's daily attendance, and report the records of being late and leaving early and absenteeism to the Finance Department in time. Then file it.