I. Consultation and reception:
1. When answering customers' telephone inquiries, you should skillfully use standard language, answer telephone inquiries warmly and politely, and answer customers' training-related questions scientifically, patiently and pertinently, including the latest training arrangements, training/registration fees, training time, etc.
2. When receiving customers' visits, be enthusiastic, courteous and considerate, and patiently answer all kinds of questions about training. If you encounter difficult problems, you should coordinate with the teacher and solve them together to ensure customer satisfaction.
3. Make a good record of the consultation registration form, and fully reflect the personal information and training needs of customers, so as to provide favorable basis for customer tracking and company marketing decision in the later period.
4. Cultivate and improve business ability, be good at observing, treat differently and be flexible. For customers visiting for the first time, they should be given the latest training materials and a brief introduction to the training courses. When dealing with hesitant customer consultation, we should make clear the advantages of the training center, including teachers, hardware environment, training progress, training price, high pass rate, gold content of certificates, etc. Set up the corporate image of "training at ease, price at ease, examination at ease, holding certificates".
5. Assist the customer to fill in the registration information, and check whether the procedures are complete and complete. In case of special circumstances, a written application shall be submitted, which shall be declared according to the procedure of step-by-step application and implemented after approval.
Second, information management:
1. According to the training cycle and course characteristics, summarize the current registration and consultation situation and make a reasonable course plan.
2. Analyze consulting and registration materials in time, sort out potential customers and forward relevant information to the competent manager. And focus on tracking potential students, training and sales. Regularly check and sort out the consulting materials, update and supplement them in time, and put forward the requirements for updating the materials.
3. Respond to customers' email and fax requests actively, keep records and get customer information feedback in time.
4. Actively cooperate with the company's educational affairs and marketing activities, and do a good job of contacting students.
5. Pay attention to market dynamics, collect students' information, pay attention to market feedback, and provide suggestions for the release of advertising content.
6. Actively participate in marketing activities, assist the marketing department to collect customer feedback information, and provide a strong reference for the company's decision-making.
Therefore, the front desk should not only stand there, but also have a certain understanding of its own company. I believe you will do well.