Reception etiquette at the front desk of dental clinic 1. Keep smiling when facing the guests. Smile is a language without national boundaries and the best means of communication in the world. It encourages others to communicate with you and let others feel your kindness and enthusiasm. At the same time, it also makes your voice full of vitality and makes you feel happy.
All visitors are regarded as guests.
3. Talk to the customer and ask to stand, don't sit in the position to answer the guest's questions.
It is polite to meet the guests in the corridor of the clinic. Key points: take a step back, lean on your side, swing your arms horizontally in the direction of the guests, smile and say, after you? .
Reception etiquette at the front desk of dental clinic: Telephone etiquette: Reception at the front desk is not only a process of information transmission, but also reflects the caller's personal accomplishment and work attitude to a great extent, thus reflecting the overall image of the department. It can be directly reflected by the attitude, language and expression during the call, or indirectly felt by the content, preparation and sense of time during the call.
(a) Requirements: The telephone is usually answered at the second ring:
1, pay attention to the call duration: Is there any phone etiquette? The three-minute rule? . The so-called three-minute principle means that the time of each call should be deliberately controlled within three minutes. The language should be clear, specific and concise; Speak clearly, enunciate concisely, avoid verbosity when speaking, express the complete meaning in as little time as possible, and improve work efficiency.
2. Gentle attitude: When answering an important phone call, you need to repeat the key plot. Whether you record or not, it is very important to repeat some important information transmitted to you by the other party to avoid memory mistakes.
3. When talking on the phone, you should keep smiling, just like talking face to face. Sometimes it is because I can't see your expression that I want to add sincerity. Because the telephone can completely convey the enthusiasm and attitude of the speaker to the other party through voice.
5. When you receive a complaint call, you should pay attention to listening but don't be influenced by its emotions, put forward appropriate explanations, try to reduce the unpleasant psychology of the guests, and enlighten the dissatisfied emotions to improve the service quality.
Reception etiquette at the front desk of dental clinic: precautions 1. Call all the guests? What about you? 、? And you, sir? Your wife? 、? Your wife? Not in spoken English:? Your husband? 、? Your wife? Wait a minute.
2. Don't answer the phone? Huh? Sound and language must be fluent and concise.
3. Multi-purpose? Please. Words.
The implementation of etiquette
1, implementation of telephone etiquette: the consultation telephone should be equipped with a recording system. Play the recording after answering the phone in your spare time every day, find fault with yourself or your colleagues, find your own shortcomings and strive for perfection; And listen to some telephone success stories, constantly strict with yourself, and strive for perfection.
2. Enhance each employee's awareness of civilization and etiquette, and ask customer service personnel to start from themselves, start from now on, standardize daily operations, tell customers etiquette, and make etiquette a common practice.
3. Attach great importance to and strengthen peripheral guidance. Establish a neighborhood guide group to ensure that personnel, work and measures are in place.
4. Make full use of etiquette training classes to create a etiquette atmosphere. Let employees deeply understand the meaning and function of etiquette, strengthen the subject consciousness and self-consciousness of etiquette education, and create a strong etiquette atmosphere.
5. Set an example and guide the demonstration. Neighborhood guides must do their own jobs and lead other employees by example.
6. Vigorously publicize the successful experience of etiquette education, gradually set an example for employees' etiquette, give play to the demonstration and radiation role of advanced models, and promote the in-depth promotion of etiquette.
7. Establish a mechanism to encourage the advanced. Etiquette should be included in employee assessment as an important basis for evaluation first, evaluation first and annual assessment.