Receptionists will wear professional clothes during work. Specific etiquette requirements are shown in the following table.
Front Desk Receptionist Instrument Requirements Form
The general requirement is fitness: clothing and decoration should be suitable for appearance, body shape, age and personal temperament, and conform to and express internal quality.
2. Integrity: The modification of each part should be coordinated with the whole.
3. Moderation: No matter the degree, quantity and skill of decoration, we should be natural and moderate, and grasp the discretion.
man
put on
Requirements 1. Suit: the style should be simple and monochrome, and the length of trousers just touches the upper. Pay attention to the collocation with other accessories.
2. Tie: The color must be in harmony with the suit and shirt, clean, flat and wrinkle-free; The length is appropriate, the tip of a good tie should touch the belt buckle, and the width of the tie should be coordinated with the width of the lapel of the suit.
3. Shirt: Collar type, texture and style should be coordinated with coat and tie, and neckline and cuffs should be clean.
4. Shoes: It is best to wear black or dark brown leather shoes, and pay attention to keeping the shoes bright and clean.
5, socks: rather long than short, it is appropriate not to expose the calf after sitting down; The color of socks should be coordinated with the suit, and dark color is preferred.
lady
put on
Requirements: 1. Keep your clothes flat and wear professional clothes with good quality, but not too gorgeous.
2. The colors of socks should be coordinated, preferably transparent and close to skin color or properly matched with clothes.
Choose the right amount of accessories, try to choose the same color system, and pay attention to the coordination with the overall clothing.
4. Avoid wearing tight and exposed clothes, such as shorts, vests, miniskirts, tights, jeans (clothes, trousers) and slippers (including fashion sandals). Don't wear them at work.
(2) Appearance
A clean appearance and proper gfd can show people's self-cultivation and self-confidence in their work, so the receptionist should not only dress appropriately, but also be strict with herself in personal hygiene. Specific etiquette requirements are as follows.
Front desk receptionist appearance requirements form
The overall requirements are generous, neat and professional.
Other details need 1. Hair should be combed and washed frequently, and there should be no dandruff.
2. Cut your nails often, and don't let them be long and dirty.
3. If the body odor is serious, try to get rid of the smell, and the smell of perfume should not be strong.
4. Don't wear sunglasses or color change mirrors.
5. Women should wear light makeup when they go to work.
(3)
Reception staff should behave in a civilized manner, be polite, respect others, be good at controlling their emotions and shape their own beauty. The main requirements are as follows.
① Standing posture requirements
Standing posture requirement form
Correct posture, wrong posture.
Keep your head straight, your neck straight, your chin closed, your head bowed, your chin hung and your mouth opened.
Chest out, shoulders flat, slightly backward, so that the upper body naturally tall and straight, upper body muscles slightly relaxed, including chest, shoulders, hunchback.
Abdomen in. Abdominal distension can make the chest bulge and buttocks lift, and at the same time, the thigh muscles will feel nervous, giving people a "sense of strength" with a loose abdomen and a protruding stomach.
Gather your hips so that they are slightly upturned and protrude outward.
Legs straight, knees touching, heels slightly apart, for men, legs open, shoulder width; When standing for a long time, you can support it with one leg and bend your legs slightly when pushing. The distance between your legs is too large and crossed.
The center of gravity of your body falls between your legs and the front of your feet. Stand up straight, shrug your shoulders and lean against the object.
Your arms hang down naturally, with your hands hanging to the side, or your right hand resting on your left hand, sticking to your abdomen, holding your hands on your chest or putting them in your trouser pocket.
Eyes looking straight ahead, natural and clear expression, smiling, keeping a certain distance from each other, lazy and listless.
② Sitting posture requirements
Sitting posture requirement table
Correct sitting posture, wrong sitting posture
Before sitting down, you should pull the chair gently, with your right leg against the back of the chair and your right hand gently, and don't drive loudly; Don't sit down too fast or too slow, too heavy or too light. You should be generous, natural, supercilious, gently sit down and pull out the chair, or pull out the chair, make a harsh sound, or sit on it, giving people an unstable and vulgar impression.
Sit upright, don't lean forward or backward, shoulder flat, hunched, chest hugging, shrugging and bending.
After sitting down, the upper body should keep a fist distance from the table, accounting for two-thirds of the chair. Don't just sit on one side or get stuck in a chair, sit on a chair or fill it up.
Legs and knees together, feet naturally touch the ground. Generally don't cross your legs. The inside of ankles are close to each other, and the feet are about 10cm, and the feet are forked or splayed. Cross your feet; Toes tilted; Half price shoes; Rub your feet on the ground; Cross your legs; Shake your legs frequently
Relax your shoulders, hang your hands naturally, cross your knees and put your fingers together, or put one hand on the sofa or chair and the other hand on your knees to do something, such as hair, ornaments, fingers, rings, etc., or dance.
When sitting and talking to others, you should look directly at each other, but the time should not be too long or too short; You can also use gestures, but not too much, and your head and body should be down.
③ Walking posture requirements.
Walking posture requirement table
Correct walking posture, wrong walking posture
The speed is moderate, several people walk together, try to keep synchronization, neither too fast nor too slow.
Keep your head straight, your eyes look straight ahead, your face is bright, your neck is crooked, you look around and stare at others.
Keep your upper body straight, chest out and abdomen in. The body swings unsightly, and the upper body swings too much, including the chest.
Tighten your arms and swing back and forth naturally. The forward swing is slightly folded inward by 35 degrees, and the backward swing is about 15 degrees. The arm swings too much or does not move.
The center of gravity of the body is in front of the sole of the foot, and the legs follow in a straight line. The toe deviates from the center line by about 10 degree, the arm is twisted too much, and the abdomen is stiff.
The steps should be steady, generous and powerful, and the steps are heavy and procrastinating.
Hands swing naturally with walking. Put your hands in your pockets or trouser pockets, and support or carry them with your hands.
Walking on the right side of the road, meet colleagues and supervisors and say hello; When going up and down the stairs, let distinguished people and ladies go, or take the road first when there are many people; Smoking, eating, whistling, tidying clothes, etc. Walk away.
④ Gesture etiquette requirements
Gesture etiquette requirements table
Gesture etiquette needs detailed explanation.
The upper limit of moderate gesture should not exceed the other person's line of sight, the lower limit should not be lower than your chest area, and the range of left and right swing should not be too wide. Do it on your chest or right. Generally speaking, the amplitude of gestures should not be too large, and the number of times should not be too much or repeated.
Natural kindness replaces blunt and straight gestures with gentle hand gestures in order to narrow the psychological distance.
Avoid bad gestures 1. When talking with people, don't point at your nose, but press your palm on your chest.
When talking about others, don't point fingers, and don't be afraid of impolite gestures such as pointing behind your back.
3. Avoid pointing and gesturing too much.
4. Don't scratch your hair, play with ornaments, pick your nose, pick your teeth, lift your wrist to look at your watch, and pull your sleeves when you are happy.
Pointing at the target When giving directions and introductions to guests, fingers should be naturally close together, palms should be pointed at the target with the elbow joint as the axis, and eyes should always be fixed on the target.
⑤ Requirements for transporting articles
Transfer items with both hands, and consider the convenience of borrowing people.
Table of etiquette requirements for handover items
When handing something, you must show your respect to each other with your hands. For example, when submitting a purchased item, you should put the front of the item (where you can see and explain it) up.
When you receive something, lean forward and catch it with your hands to express your gratitude.
Article 4 Language etiquette
When talking with guests, first of all, keep upright and don't make any small moves.
Facing the guests, the expression is natural and generous, and the attitude is cordial and sincere.
Speak clearly and easily, pay attention to pronunciation, intonation, speed and rhythm.
Mention the guest's name correctly, and add the address after it, such as Mr., Ms. and Miss.
If you want to cough or sneeze during the conversation, say sorry first, then turn to one side and cover it with a towel as much as possible.
Article 5 Greeting etiquette
When guests come to visit, you should greet them immediately. You should realize that most visitors are very important to the company and show warm, friendly and willing attitude. If you are typing, you should stop immediately. Even if you are on the phone, you should nod to the visitors, but you don't have to stand up to greet or shake hands with them.
Greet guests warmly: when greeting, nod gently and smile. If you are a guest you already know, your address should be more cordial.
Reception of strangers: when strangers come, be sure to ask their names and the names of companies or units. You can usually ask: What's your name, please? Which company are you from? Ask clearly your purpose before registering for guidance.
Article 6 Reception etiquette
Guests should inform the interviewee immediately after they arrive for registration. If necessary, the receptionist should use the correct guidance method and posture.
Guide specification sheet
Detailed description of the boot method
The guide method in the corridor is that the receptionist should coordinate the steps before the guests take two or three steps and let the guests go in.
When guiding guests upstairs, guests should be allowed to walk in front and receptionists should walk behind. If they go downstairs, the receptionist should walk in front and the guests should walk behind. When going up and down the stairs, the receptionist should pay attention to the safety of the guests.
When the guide mode of the elevator guides the cardholder to take the elevator, the receptionist enters the elevator first, closes the elevator door after the guests enter, and presses the "open door" button after arrival to let the guests get out of the elevator first.
Guidance method in the living room When the guest enters the living room, the receptionist signals with her hand and the guest sits down. After seeing the guests sit down, you can nod and leave. If the guest takes the wrong seat, please let the guest take the upper seat (the half near the door is the lower seat)
When the guests arrive, if our responsible person can't meet them immediately for various reasons, we must explain the reason and time of waiting. If guests are willing to wait, we should provide them with tea and magazines, and if possible, we should change drinks for them from time to time.
When the person in charge that the guest is looking for is not available, it is necessary to clearly tell the other party where the person in charge has gone and when to return to the unit. Please leave your phone number and address, and make it clear whether guests will come to the company again or our responsible person will go to the other company.
Reception of uninvited guests: When a guest does not make an appointment to visit, don't directly answer whether the person he is looking for is there. Instead, tell the other party: "Let me see if he is here." At the same time, he tactfully asked the other party's purpose: "What do you want with him?" If the other person doesn't give you a name, be sure to ask, and try to judge whether you can see your colleagues from the guest's answer. If the guests are looking for the leader of the company, they should be more cautious.
(5) When guests leave the company, they should take the initiative to say hello and hope to come again next time.
Telephone etiquette
The telephone should leave the caller with a polite, enthusiastic, enthusiastic and efficient corporate image. Therefore, the receptionist should follow the following etiquette requirements when answering the phone: never smoke, drink tea or eat snacks when answering the phone, but keep the correct posture, and colleagues should speak clearly and kindly, as if the other party is in front of them.
Etiquette for answering the phone
Answer quickly and accurately
When you hear the phone ring, you should pick up the receiver accurately and quickly, and it is best to answer it within 3 times. Don't let the bell ring more than five times. The phone rang for about 3 seconds. If no one answers the phone for a long time, or it is impolite to keep the other party waiting, the other party will be impatient and leave a bad impression on him.
Even if you make a phone call from a distance, pick up the receiver as soon as possible after hearing the phone ring. This attitude is what everyone should have. If the phone rings five times before picking up the receiver, you should apologize to the other party. If the phone rings for a long time and only answers "hello", the other party will be very dissatisfied and will leave a bad impression on the other party.
Answer the phone with joy.
Pick up the phone and announce your name in a friendly and beautiful voice. "Hello, this is the front desk of the company." When you ask, you should pay attention to asking politely according to the other person's reaction at an appropriate time.
Never say "he is not in", "wrong number", "there is no such person" or "I don't know" in a blunt tone. Telephone language should be civilized and polite, with warm, modest and sincere attitude, calm tone and moderate volume.
Understand the purpose of calling.
Almost all calls made during working hours are related to work. Every phone call in the company is too important to be perfunctory. Even if the person you are looking for is not here, don't just say "no" and hang up.
Transfer call
Different callers may ask to be transferred to some people. Any call to the manager or leader must be forwarded to the relevant secretary or assistant first, so as to ensure that the manager or leader is not disturbed by unimportant calls.
If the caller's line is busy, ask if the caller is willing to wait. If so, ask him to "wait". If not, ask him why he called, and if you can tell him.
If the person you want to call is not in the office for the time being, you should explain the situation to the caller and ask him the reason for calling, can you tell him, etc. , so as not to delay things, please each other.
Record carefully and clearly.
When answering the phone, the front desk staff should record the contents of the call at any time. These records should be concise and complete, and it is best to have the following six contents: when (when), who (who), where (where), what (what), why (why) and how (how).
Key points of repeated calls
Before answering the phone, don't forget to repeat the main points of the call to prevent misunderstanding caused by recording errors or deviations and make the whole work more efficient. For example, check and proofread the meeting time, place, contact number, area code and other information to avoid mistakes.
Be polite before you hang up.
At the end of the telephone conversation, you should try to let the other person finish the conversation first, then say goodbye to the other person politely and say "goodbye" before hanging up. Don't hang up after you finish.
If you really need to end it yourself, you should explain and apologize. After the call, wait for the other party to put down the phone, and then gently put down the phone to show respect.
When making a phone call, guests should be entertained first in principle. At this time, you should apologize to the caller as soon as possible and hang up after getting permission. However, if the content of the call is too important to hang up immediately, you should tell the visiting guests to wait for a while and then continue the call.
Telephone etiquette
It is forbidden to answer or make personal calls during office hours.
Pay attention to the following requirements when calling for a job.
Draft the main points of the call. The front desk staff should prepare the content of the call before making a call. If you are afraid of omission, you can draw up the main points of the call, sort out the order of speech, and prepare documents and materials related to the content of the call.
After the call is connected, tell your name and identity first. If necessary, ask the other person if it is convenient, and then start the conversation at the other person's convenience.
Telephone language should be civilized and polite, and telephone content should be concise and to the point. Words like "hello", "please" and "thank you" should never leave your mouth. At the same time, pay attention to your intonation, and don't make a hullabaloo about, put on airs, or make a sound with a tone, or be rude.
Say "goodbye" at the end of the call, and then put the phone down gently so as not to make people feel rude.
Internal work etiquette of the company
(1) Leave and go out
The particularity of the receptionist's work determines that she can't leave her seat for too long, usually not more than 10 minutes. If you need to go out for special reasons, you should first find a suitable agent and explain how to answer the phone.
(2) Strictly observe the working hours.
The receptionist should stick to the timetable strictly. In general, you should arrive at your post 5- 10 minutes in advance, and leave work in the afternoon should be delayed by 20-30 minutes.
(3) Chat and talk
We should distinguish between small talk and conversation. The front desk staff should try their best to avoid the personal phone being busy for a long time, let alone chatting with others at the same time at the front desk.
Abide by other rules and regulations of the company.