1, greeting and welcoming guests
Generally speaking, when you hear the doorbell or knock at the door, you should answer quickly and open the door at the same time. Generally, doors can be divided into external doors and internal doors. If the door opens outward, block the door with your hands or body and let the customer go in first. On the contrary, the door opens inward, you enter first, hold down or block the door before inviting customers to enter; It is usually called "the guests who open the door outside come first, and the guests who open the door inside come first". When blocking the door, you should lean sideways, leave enough entrances and exits, smile at the customer and say "please come in", and stretch out your hand to indicate the direction. Please close the door slowly after the customer enters the room and follow him into the room.
After opening the door, you should greet customers politely with a cordial attitude and smiling face, such as "Hello" and "Welcome", or you can directly address customers you know, such as "Hello, Mr. Zhang". Aunt Li, welcome. If you don't know someone, you can ask their last name first, then immediately address and greet them and report to the employer. Under normal circumstances, you don't have to shake hands with customers. If customers reach out, you should shake hands with them naturally and invite them into the house. If customers need to take off their coats, umbrellas and slippers, they should take the initiative to help. If there are children at home, let them say hello to the customers. If the customer has something heavy in his hand, after greeting, he should take it to help put it away. If the customer brings a gift, he can't take it on his own initiative. However, if the employer is not at home and there is no clear explanation, don't receive customers easily. Ask the employer before deciding whether to receive customers.
When leading the customer to meet the host, we should cooperate with each other's pace and guide the customer on the left front side. When walking, the upper body turns slightly to the right, with the left shoulder slightly in front and the right shoulder slightly behind, and leans towards the visitor, keeping a distance of about two steps. You can introduce the environment to visitors while walking and observe their wishes. When you want to turn or go up the stairs, you should do some actions first to let the other person know where you are going. If you want to take the customer to the host's room, you should knock at the door first, and then open the door to guide the customer in after you get the promise.
Step 2 entertain guests
(1) seating arrangement
When customers enter a room, they usually invite guests to sit down-the seat far from the door, and the seat near the door is a lower position. At present, it is generally believed that right is the best in the world, so guests are often invited to sit on the right side of the host when seated. If the guests are lovers, it's better to let them sit together rather than separate. Generally speaking, sitting on the sofa is more honorable than sitting on the single person sofa. Of course, how to give up your seat should be considered comprehensively according to the environment of the reception room of the employer, the advantages and disadvantages of the seat, the convenience of using tea, and the habits of the employer.
There should be a "please, please" reception voice and corresponding gestures at the reception, and the customers should be seated immediately. Of course, we should choose sofas and chairs with better seats according to the actual situation. After the customer arrives, your main task is to meet the customer's needs. Don't neglect the customer, let him feel that you are considerate of him everywhere.
(2) entertain guests
After the customer is seated, you should undertake the task of entertaining. First of all, you should serve tea and water. If it is midsummer, you can also send cool drinks. If possible, you can suggest several drinks for customers to choose from. Don't pour too much tea into the cup for the first time, usually seven minutes is enough. You'd better use a tray when delivering tea. Put the teacup in the tray and lift it to chest height. First put the tray on the table, and then take out the teacups. Respect them with both hands, be a guest in front of the host, and whisper, "Please have tea!" " .
Pay attention to put the cup in a safe place with your ears facing the customer. If you need to put the teapot on the table, the teapot mouth should face outside, not people. When you quit, you usually take a tray, step back in front of the customer, then turn your back on the customer and quietly quit after leaving the customer's sight. If the door is closed when delivering tea, knock at the door first, get permission before opening the door, and then say "I'm sorry!" " "Go into the house again. If the customer stays for a long time, he should take the initiative to replenish water for the customer at any time; When pouring water, keep the teacup away from the coffee table to avoid falling on the table or soiling customers' clothes.
If the employer has no specific requirements when meeting visitors, you should try not to walk around the house or do odd jobs while they are talking. During the reception, you can also send some fruits and snacks. Give it to your customers according to your employer's instructions. If the customer takes the children, he should buy some sweets and toys for the children, so that the employer's children can play with the customer's children. If it is inconvenient for the employer to take care of the children when receiving visitors, he can ask the employer, "If you are free, I can take the children to other places to play;" If you have anything, you can call me anytime. "With the consent of the employer, you should politely signal to the customer and then take the children to play elsewhere.
If the customer stays until dinner time, and neither your employer nor your customer wants to say goodbye, you should ask your employer if you need to prepare meals. Note that when asking for instructions, please ask the employer elsewhere to clearly understand the characteristics and richness of food. Never ask the employer if it is necessary to prepare meals in front of customers. If you need to prepare meals, you should take the initiative to prepare meals as required. Prepare some washed fruits after meals, peel them if necessary, and put them on the coffee table in the living room for customers to enjoy.
(3) Fujian etiquette
If the customer asks to leave, it is impolite to wait for the customer to get up before seeing him off with the host. You should follow the host. It is forbidden to send a customer away before he gets up. "Three steps to welcome guests and seven steps to see them off" is the most basic etiquette for welcoming guests. Therefore, every time the hospitality is over, we should greet each other in a "reunion" mood. Usually, when customers get up to say goodbye, domestic servants should take the initiative to take off their coats and hats, help them put them on when necessary, and choose the most appropriate words to say goodbye, such as "I hope to come again next time" and other polite expressions.
When you are sure that the customer has left and gone far, gently close the door. Don't slam the door when the customer just goes out. Otherwise, customers will feel that coming here is not welcome. If the customer leaves with more or heavier items, help the customer to carry the heavier items when sending them off, and see them off according to the etiquette of guiding the guests. Especially for customers who visit for the first time, they should be warm, thoughtful and meticulous. Usually, it can be considered that bungalow residents send the gate and high-rise residents send the elevator. When saying goodbye to customers at the door, elevator or beside the car, watch the customers get on the bus, close the elevator door or leave. Bow or wave with a respectful and sincere attitude and smiling face. Don't rush back. Don't end the farewell until the customer completely disappears from your sight, or the elevator door closes, or the car is out of sight.