Decoration company front desk reception responsibilities 1
1. Customer reception and service
1. Responsible for the reception of visiting customers, including giving up seats to customers and handing them over Tea, consult customers about their visit intentions, and register their visits. (Fill out the "Visiting Customer Registration Form") After the customer leaves after the negotiation, he is responsible for cleaning up the negotiation table.
Supervise the attendance of all employees of the company, and are not allowed to clock in on behalf of others. Once discovered, they will be punished.
2. Responsible for arranging reception of designers for customers who come to consult for decoration. When introducing a designer to a client, a brief introduction to the designer should be given.
3. Conduct construction follow-up visits to customers who have signed contracts with our company. The number of follow-up visits during the construction period shall not be less than three times to understand the customer’s views on the construction services and promptly report the follow-up records to company manager.
4. Conduct telephone return visits to customers who have completed the project. In principle, they should do so once a quarter during the warranty period, fill in the "Completed Customer After-Sales Service Record Form", and promptly provide feedback on the problems reported by the customers. Go to the engineering department and urge the engineering department to carry out warranty work on projects that require warranty. And promptly report the maintenance status of the engineering department to the company manager.
5. Provide services to non-decoration customers and introduce them to various departments in a timely manner.
6. Answer the phone and reflect the company’s good image with a sincere and sweet voice and professional professional terminology.
7. The company holds various meetings. As long as you participate, you must keep minutes of the meeting. After the meeting, you must sort it out and send it to the general manager for approval, and then send it to the relevant departments.
2. Secretarial service work
1. Provide services to job seekers who come to apply, arrange to fill in the "Application Form", and report the application information to the company's human resources department in a timely manner. After review by the Human Resources Department, the front desk will notify the applicant to come for an interview. The front desk will hand over the "Application Form" and "Interview Record Form" to the interview department supervisor. When talents are hired, the front desk is responsible for notifying them to come and report.
2. After the talents report, the front desk will sort out the information submitted by the applicants, fill in the "Recruitment Information Form", and paste various certificates.
3. Responsible for daily attendance records within the company, and promptly report records of late arrivals, early departures, absenteeism, etc. to the Finance Department.
3. Work Penalty Regulations
For the above items, the front desk should complete them completely. Mistakes will be punished in accordance with the following regulations:
1. Failure to fill in various forms in a timely manner will be fined 50 yuan for each inspection;
2. Not attentive to customers (bad attitude, Not pouring tea for customers, speaking in a rude voice when answering the phone, and acting rudely when putting down the phone), if customers complain to the manager, once verified, they will be fined 50 yuan for each complaint;
3. Failure to follow up on customer service Timely (the construction customer did not follow up three times, the completed customer did not return once a quarter, and the problem was not reported to the relevant department in a timely manner for more than 24 hours after the return visit, causing the customer to call the manager to complain) Penalty 50 yuan;
IV. After-sales service workflow
1. The front desk (or other after-sales service personnel) needs to consult the following relevant content when receiving a customer's repair call, (customer name, phone number, house address, decoration time, original The construction foreman and designer, the content to be repaired and other agreements), immediately fill in the "Maintenance Order" with the repair time and the above content, and notify the after-sales service supervisor to arrange maintenance.
2. Within 24 hours after receiving the repair call, the after-sales service supervisor must contact the customer and inspect the site, and arrange maintenance work in a timely manner (1. Notify the original construction personnel 2. Arrange factory maintenance). This must be done within three days. Go to on-site maintenance (the completion of maintenance must be accepted by the customer and signed on the maintenance order); or arrange maintenance work according to the time agreed with the customer.
3. If the original construction team disobeys the arrangement or fails to perform repairs in time, a fine of 200 yuan per time will be issued. The after-sales service supervisor will issue a fine and indicate the situation on the maintenance order; if the after-sales service supervisor fails to conduct timely inspections, A fine of 50 yuan is imposed, and the company manager will issue a fine and submit it to the factory finance department.
4. After the repair is completed, the after-sales service supervisor will fill in the repair status and opinions, the calculated material cost and related labor costs required for the repair (and indicate that the original foreman’s warranty deposit will be deducted) in the On the maintenance order, the repair order must be returned to the front desk within five days unless there are special circumstances. The front desk after-sales staff is responsible for tracking the return order; the dispatch and return order status is compiled once a month and submitted to the Finance Department for accounting.
6. Within 2 days after receiving the maintenance order and "Customer Feedback Form", the front desk should conduct a follow-up telephone visit and make a record of the call. If there are special circumstances, they should be reported to the company manager for processing in a timely manner.
7. Due to the mistakes or negligence of the front desk (or other after-sales service personnel), which has a negative impact on the company, a fine of 100 yuan will be imposed each time. The company manager will issue a fine and submit it to the financial department.
3. Responsibility system for the front desk of the decoration company
1. Answer the phone:
1. Use the standard phrase "Hello, Home Decoration".
2. When you need to find someone, please use standard language: "Okay, please wait a moment.
"Please put down the phone gently, walk up to the person being called and inform. Do not call directly at the front desk. When the person you are looking for is not available, please inform him, "Sorry, XX is not here. You can call his number directly (report the number). number) or leave your contact information and I will pass it on to you when you come back. ”
3. When a customer needs decoration, if you cannot answer the question in time, ask him to wait, arrange for a professional designer to communicate, and leave the customer’s contact information.
< p> 4. Incoming calls, customer information and other important information must be registered in detail2. Reception:
The target is all visitors, who must first go through the front desk. Arrange relevant personnel to receive you. After the arrangements are made, ask the customer whether he wants plain water or tea, and then pay attention to the position of the hand when serving tea to the customer, and say to the customer in a friendly manner: "Please drink water." Put the water cup in. Please add water at any time, and the amount of water should be 1/2-2/3 of the cup. After the customer leaves, put away the tea cup and wipe the table.
3. Administrative clerical work:
1 . Cooperate with other partners to receive customers and provide assistance
2. Cooperate with the printing and organizing of the company's corresponding documents and information
3. Responsible for supervision. When employees go out, they should register and clock in attendance.
4. Responsible for presiding over the company's daily meeting work and meeting minutes. Morning exercises at 8:35 a.m. and weekly meetings at 8:45 a.m. , Monthly meetings.
5. Responsible for the selection and playback of meeting music and office music during company working hours
6. Responsible for designing the use of lights and computer management in the lobby and reception area. Turn off lights and computers when not in use at all times.
7. Responsible for the management and replenishment of tea, water, and paper cups.
8. Responsible for reporting to the financial department after work. Turn off the windows and lights and turn off unused lights and computers and water dispenser power supplies on time after 18 o'clock.
9. Responsible for keeping the office space, tables, chairs, furniture, computers, etc. clean and tidy, and supervising and pointing out damage. Maintain hygienic behavior and keep the office clean and tidy.
10. Responsible for arranging and supervising the company's on-time duties, leadership and meetings.
Note: The leadership procedures are as follows. :
1. Say hello: Good morning to all colleagues, very good, yes,
2. Practice standing with your feet apart in a small figure eight, raise your head and chest, relax your shoulders, and keep your hands natural Sagging, standing up, let us hold on for 2 minutes
3. Review of Home Inns
Corporate culture
1. What is the work style of Home Inns? Serious, efficient, Say it and do it
2. What is Home Inn’s life value? Make money and be happy
3. Home Inn’s customer philosophy is: Treat customers’ affairs as your own business< /p>
4. What is the corporate philosophy of Home Inns? Customer satisfaction, employee satisfaction, enterprise satisfaction, and society satisfaction
5. Doing exercises
6. Applause and encouragement
IV. Business maintenance:
1. Update the company website and related cooperation websites
If any of the above agreed items is not implemented or is not implemented in place If the company suffers losses due to negligence, in addition to compensation according to the amount of the loss, a fine of 10 yuan will be imposed for each violation.
This text is made in duplicate and will take effect after being signed by the person in charge of the department. Decoration company front desk reception job 2
The image of the front desk is the company's image and is the company's signature. Therefore, the position of front desk receptionist is very important!
Job responsibilities: Reception at the company's front desk; answering phone calls, sending and receiving emails and faxes, copying documents, entering and printing office documents, etc. Employee attendance, employee data management, daily paperwork and data organization. Other secretarial, personnel, administrative work, and other work temporarily assigned by superiors.
1. Responsible for the reception of visiting customers, including offering seats to customers, serving tea, consulting customers on their intention to visit, and registering customers' visits. (Fill in the "Visiting Customer Registration Form")
2. Responsible for arranging reception of designers for customers who come to consult for decoration. When introducing a designer to a client, the designer should be praised.
3. Before arranging the reception work of the designer, the designer should fully understand the existing work at hand and make reasonable arrangements. (Designer workload, design level, etc.)
4. Follow up the clients served by the designer in a timely manner, urge the designer to provide follow-up services to the consulting clients, and then fill in the "Intended Client Communication Record Form".
5. Conduct construction follow-up visits to customers who have signed contracts with our company. Follow-up should be conducted no less than three times during the construction period to understand the customers’ opinions on the construction services and report the follow-up records to the company in a timely manner. Manager or Deputy General Manager.
6. Telephone return visits to completed customers should be conducted once a quarter during the warranty period, and the "Completed Customer After-Sales Service Record Form" should be filled in to provide timely feedback on the issues reported by the customers. Go to the engineering department and urge the engineering department to carry out warranty work on projects that require warranty. And promptly report the maintenance status of the engineering department to the company manager.
7. Provide services to non-decoration customers and introduce them to various departments in a timely manner.
8. Answer the phone and present a good image of the company with a sincere and sweet voice.
9. Clean, keep the company tidy, collect and change garbage bags and other related tidy work.
10. After receiving guests, the cups and other useless information left by the guests should be sorted out in a timely manner so that new guests can be received at any time.
11. Phenomenon display: A. Smile. B. Stable mentality. C. Confidence (I believe I can)