Etiquette is produced in people's social activities to maintain stable order and harmonious communication. Until today, etiquette still embodies this essential feature and unique function. The following is the basic knowledge of oral reception etiquette that I share with you. Welcome to read and browse.
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(1) dress code
1. Customer service personnel must wear company uniforms during working hours, and casual collocation is not allowed.
2. You must wear the work number plate on the left chest according to the unified standard.
When wearing a uniform, the clothes must be kept clean and tidy, and the neckline of the white shirt must not be stained.
4. Wear black high heels and flesh-colored stockings. Silk stockings should not be hooked or wrinkled.
(2) gfd
1. Hands and nails must be kept clean and trimmed at all times, and dark nail polish and nails are not allowed.
There must be no dirt in the seam.
2. Don't wear fancy accessories during work hours, and don't wear any exposed accessories except watches and wedding rings.
3. Long hair must be tied up, not scattered, not blocking the line of sight. Don't dye your hair differently, and don't perm it in a strange way.
4. Go to work with uniform light makeup, neat makeup (at least with colored lipstick and foundation) and fair complexion.
Dark people must use a foundation with good concealer and decorate it with blush. The color of lipstick should be red and orange. Do not use dark colors such as purple and gray.
5. Trim the nose hair regularly to avoid residual secretions in the corner of the eye and pay attention to oral hygiene.
On-site etiquette
(1) Basic etiquette:
1. Always smile when facing guests. Smile is a language without national boundaries and the best way 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? .
5, guide the guests to walk, should let the guests walk on the right side of the main accompany, if a line of three people, you should let the guests walk in the middle, the main accompany on the left side of the guests, can't fall behind, followed by entourage, can't walk side by side or in front.
6. When guiding the guests upstairs, the guests are in front and the host is behind; When going downstairs, the host is in front and the guests are behind.
7. Guide the guests to take the elevator. If no one else is seated in the elevator at this time, the host should go in first, and the guests should come out first after the elevator arrives at the destination. If there are other passengers in the elevator, let the guests go in first, and let the guests come out first when they arrive at the destination.
(2) Reception process:
First, the reception process of first-time visitors:
1. When the guests visit, the receptionist will stand up to greet them with a smile. Hello, do you have an appointment?
2. If there is an appointment, politely ask the customer's name, observe the appointment time of the guest on the little angel, and tell the guest the doctor's status.
3. Guide the guests to their seats and take out the medical record registration form:? Please fill in the medical record registration form, sir/madam. ? Smile and politely guide and assist guests to complete the required content, pay attention to register media sources and enter them into the computer.
4, the guest drinks tea first: the tea can be seven points full, holding the teacup with both hands from the right side of the guest, and the ear of the cup should face the outside; And whispered:? Please have tea. ? If you thank yourself for your direction, don't forget to answer? You're welcome.
5. Complete the initial registration, notify the relevant nurses to lead the customers into the front desk consulting room.
6. Guests who have not made an appointment in advance must be polite to understand the needs of the guests, please sit down and wait for a while, and ask the doctor about the treatment time. At this time, treatment should be arranged immediately. If you need to wait for medical treatment, inform the customer of the approximate waiting time in time; If you can't arrange to see a doctor immediately or the customer can't wait, apologize politely and make appropriate arrangements according to the time required by the customer.
7. Reception attitude of the front desk: smile at every customer, answer questions at a moderate speed and in a proper tone; Bogey: deadpan, too fast speech, too high tone.
8. When the guest checks out, remind him whether he needs a parking card.
9. When the guest left the clinic, the receptionist stood and watched the guest leave. Standard courtesy:? Thank you for your visit. Goodbye. ?
B, overtime waiting for guest reception process
1. The patient's appointment time is up, and the medical staff's preparation for treatment is not over yet. The front desk staff should apologize to the guests. Mr./Ms. XX, I'm sorry, but your doctor's treatment is not over yet. Please wait for x minutes. I'm very sorry! ? .
2. If the customer needs to wait for treatment in the waiting room for whatever reason, the front desk staff will take the initiative to communicate with him for about ten minutes (the specific communication interval is suitable for everyone), so that the customer can always feel our care; If the customer needs to wait for more than 20 minutes, the front desk staff should apologize to the customer in time and politely, and ask the attending doctor to apologize to the patient, explain the reason for waiting, and gain the understanding and recognition of the customer; Or, with the consent of the parties, arrange and coordinate other doctors to treat them.
3. When the customer fails to arrive at the appointed time, the front desk staff will call on time after the appointed time exceeds 5 minutes to confirm whether the customer has seen a doctor. If the customer is on his way here, inform the relevant doctor after confirming the arrival time; If the appointment of the doctor in charge of treatment is full, the delay will affect the treatment of the following guests. Please politely ask the customer to change the appointment time and apologize. If the guest insists on seeing a doctor, communicate with the doctor first and then arrange the time, and inform the relevant doctor of the result in time.
4. For emergency customers such as trauma, the front desk staff will help them wait in the waiting room (if there is a free clinic, they can be directly guided into the clinic). Please wait a moment, I'll arrange a doctor for you right away. ? And immediately notify the chief physician to arrange medical consultation. For non-emergency situations, please ask the patient to arrange medical treatment as soon as possible later.
There is no vacancy in the waiting area at the front desk. The receptionist politely asks the waiting staff to wait in the conference hall or VIP waiting room and provide drinks and leisure products in time (if there are other medical staff in the conference room, you can inform them and ask them to leave).
C. Closing process
1. After the guest finishes the treatment, the front desk staff carefully checks the treatment list filled out by the doctor and politely informs the customer of the treatment cost. If this is your first visit, the standard language:? Hello, Ms./Mr. XXX, your treatment fee today is XXX yuan. If you have other treatment needs, you can consider joining our membership and enjoy many gifts and discounts. For example, your first visit today and the panoramic movie are free. ? Introduce the membership card on DM to the guests, and then charge them after they consider it. If you are a repeat customer or member, what is the standard language? Will you pay in cash or by credit card? Can you give me your membership card?
2. Carefully count the banknotes and sing. ? Miss/Mr. XX, can I only charge you RMB XXX? Here is your change, XX yuan. Please keep it. Here is your treatment list and invoice, please keep it? .
When the guest pays for the membership card, the front desk staff should identify whether the guest is the cardholder of the membership card, and if not, politely ask the cardholder's name. Sorry, we need to verify the cardholder's information. May I ask the name of the cardholder? . Does the front desk staff need to thank the guests for their correct answers? Ok, thank you? ) and then charge according to the corresponding regulations.
3. When the customer uses the credit card, check the credit card type and calculate the receivable amount (please sign the POS slip and give the second one, treatment slip and invoice to the customer); Standard language:? Would you please sign the bank charge confirmation form? Here is your bank statement, treatment list and invoice, please keep it? .
4. When handing the membership card and expense list to the guest, tell the guest that the total cost of this treatment is XXX, the discount is XXX, and the fee after the discount is XXX. Now the amount of membership card is XXX.
When guests see a doctor, the front desk staff should pay attention to the title; Not weighed? Patient? Or? Patient? What is the standard title? Guest Mr./Ms. XX?
5. When receiving guests, the front desk staff should pay attention to the tone of speech, use more honorifics and requests, and avoid imperative (such as standard terms such as please? Can you wait a moment? )。
6. Make an appointment to meet the customer's time needs as much as possible. For customers who just want to wash their teeth, try to arrange them on non-weekends, leaving prime time for guests who really need treatment;
7. Explain in detail the types of membership cards, member discounts and their usage;
8. Try to attract customers to consult and check with concise and clear explanations;
9. keep your tone polite (pay attention to using your respectful name? What about you? ), peaceful and cordial, avoid being too enthusiastic or too outspoken;
10, when answering the price question, pay attention to guidance (according to the customer's consulting project, the first concern is to ask the customer what is uncomfortable or beauty requirements, followed by a simple explanation, and finally a tactful quotation. If the customer doesn't ask the price, you don't need to quote), so as to avoid quoting first and then talking.
Telephone etiquette
Answering the phone 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.
Be sure to hang up later than the other party after answering the phone, in case the other party has something to say and is hung up.
4. Making a phone call should be the same as talking face to face, and keep smiling. Sometimes it is because I can't see your expression that I want to add sincerity. Because the telephone can completely convey the speaker's enthusiasm and attitude 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.
Wording for handling guest complaints:
(1) You are very good at observing what we haven't noticed. Thank you for your careful reminder.
(2) We will improve as soon as possible according to your opinion. Thank you very much for your advice.
Thank you for your advice. We will find out the reason immediately and take it as the next improvement goal.
70% customers who get satisfactory response after complaints become the company's most loyal customers.
(2) Standard terms of telephone reservation:
A. First-time guests:
1. Pick up the phone when you hear the second sound and say? Hello, s; Hello, dentist. ?
2、? Excuse me, is this your first visit?
3、? When would you like to make an appointment?
4、? What project do you want to do?
5、? Could you please tell me your surname? Can you leave your contact information? Mobile phone number?
6. Confirm the reservation information again.
7、? Is there anything else I can do for you?
8、? Thank you for calling, goodbye! ?
B. Follow-up guests:
1, the phone starts as before.
2. Is this your first visit?
What's your full name, please? Thank you?
May I ask who is your doctor? Doctor, right? May I have your mobile phone number?
5. When do you want to make an appointment?
6. If the appointment time is full, the customer service staff said: Sorry, your appointment time is full. Do you want me to make an appointment for you?
(3) 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.
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