Oral reception etiquette: image etiquette 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.
3. When wearing a uniform, the clothes must be kept clean and tidy, and the neckline of the white shirt must not be stained.
Second, gfd.
1. Hands and nails must be kept clean and tidy at all times. Dark nail polish shall not be applied, and there shall be no dirt under the nails.
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 light makeup as required, and make up neatly (at least use colored lipstick and foundation). Those with dark skin color must use a foundation with good concealer and decorate with blush. The color of lipstick should be bright 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.
Oral reception etiquette: basic etiquette 1, always smiling when facing guests.
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.
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.
Etiquette of oral reception: checkout process 1. After the guest finished the treatment, the front desk staff carefully checked the treatment list filled out by the doctor and politely informed 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, I only charge you RMB XXX. Here is your change of XX yuan. Please keep it. Here is the list and invoice of your treatment. 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:? Please sign the bank charge confirmation form. Here is your bank bill, treatment bill and invoice. Would you 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? Just a moment, please.
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.