_ 窆?

1. Start reception: When the guests arrive, look at them with a smile and eyes, and immediately get up and say hello: "Hello, sir/madam, what can I do for you?" What do you want to consult? If you find a tourist looking for the reception desk, you should guide him or her to "hello, sir/madam, can I help you?"

2. Example of direction guidance: Use the palm of your hand to gather your fingers and guide a place. Don't show the back of your hand or bend your wrist (don't guide with your fingers).

3. Examples of walking etiquette: When following guests, walk 2-3 steps behind visitors; When guiding the guests, walk 2-3 steps ahead of the tourists.

_ End Ji _ correction?

1. When you encounter a complaint, from the customer's point of view, you should first listen sincerely and patiently, make proper records, and show sympathy while listening, so as to be consistent with the complainant emotionally and psychologically. Never explain before you hear it, it will easily arouse the resentment of the complainant. Take different treatment methods according to different guests, and pay attention to the change and choice of location.

After listening carefully, the person in charge of reception must show his attitude immediately. The first gesture is to express heartfelt thanks to the complainants and treat their complaints as love for our company, which is a good opportunity for our company to correct its mistakes. "Thank you very much for your valuable advice. Welcome to continue to pay attention to our school."

3. If the parents' complaints are reasonable, they should immediately show their handling attitude and get in touch with relevant departments or personnel immediately. If it is an attitude (service) problem, apologize immediately, and it is best to let the parties apologize themselves. Never play football if it is impossible to deal with the problem immediately. You should assure the complainant that you will be responsible for future communication and contact.

4. When a conflict occurs, it is important to communicate with it in a calm way, and investigate the root cause, such as checking whether the information fed back by the complainant is true or not, and asking relevant personnel to implement corrective measures. The correction results should be fed back to the complainant, and don't interrupt the other party until the conflict is resolved satisfactorily.

5. Listen carefully, put yourself in the customer's shoes, be responsive and efficient, maintain professional enthusiasm and perseverance, and resolutely and politely refuse unreasonable demands. Once a complaint occurs, the handler represents the company, not the individual, so we must pay attention to maintaining the reputation and image of the company.