智慧前台实战宝典

? 概述/Overview

课程背景：

商务活动中，无论客户通过电话或拜访，通常前台员工是第一个接待人员，可谓公司的第一张名片。前台员工的言行举止和工作表现，直接关系或影响着公司的整体形象，乃至运营质量。大多数公司的前台员工接触信息量很大，承担着对信息的接收、归纳分解以及处理，使其在公司运行链中同样居于重要地位。《智慧前台实战宝典》意在协助其完成本职工作，掌握前台接待礼仪，提升个人分析解决问题的能力，短时间获得快速成长。

Background：

The first reception staff is the receptionist in business activities when customers call in or pay a visit, it means that the receptionist is the first impression of your company. The receptionist''''s demeanor and performance is directly related to the company image and even operation quality. Most companies'''' receptionist contact a lot of information everyday which make them bear the responsibility of receiving, generalizing, classifying and  handling information. So they take an important position in company. "Wisdom Bible of Excellent Receptionist" intends to assist the receptionist to accomplish their work, help them master the reception etiquette and enhance the skills to analyze and solve problems, let the receptionist make a great progress in a short time.

课程目的：

1.规范前台员工的职业形象

2.充分发挥前台接待的窗口展示作用

3.维护良好的公司形象

Objective：

1.Standard the professional image of receptionist

2.Give full play of receptionist''''s window display effect

3.Maintain a good image of company

课程特色：

简单、易学、实用。通过讲师演绎、自我测试、案例分析、视频观摩、互动练习、模拟游戏、小组讨论等教学方法，突出自我练习及亲身体验的重要性！

Characteristic：

Simple, easy and practical. Lecturers deduction, self-test, case studies, watch video, interactive exercises, simulation games, group discussions and other teaching methods. Highlighting the importance of experience and exercise by yourselves.！

? 活动纲要/Outline

前台工作的重要性（9:00-9:50）

前台工作职责

对企业的作用

对个人的意义

自画像：自我认知

The importance of the Receptionist (9: 00-9: 50)

Duties of receptionist

Effects to company

Significance to individual

Self-Portrait: Self-awareness

前台员工的职业化要求（9:50-10:30）

应拥有的职业技能

态度影响行为

为晋升做好准备

讨论分享：依据岗位说明书，清晰岗位职责

Professional Requirements for Receptionist（9:50-10:30）

The professional skills that a receptionist should have

Attitudes influence behavior

Prepare for the promotion

Discussion and Share: According to the job description and clear job responsibilities

专业的仪表（10:45-12:00）

职业形象的影响力

决定第一印象的因素

个人仪容、仪态、仪表之关系

职业化视觉形象：端庄、整洁的外表

发型、脸部修饰及妆面要求

口气、体味、手部修饰要求

站姿、坐姿、行姿、蹲姿、综合肢体语言的魅力

哪些服饰不宜出现在职业场合

Professional Appearance (10: 45-12: 00)

The influence of professional image

Determinants of first impression

The relationship among appearance, manners and grooming

Professional visual image: dignified and neat appearance

The requirements of hair, makeup and facial modification

The requirements of mouth odor, smell and hand modified

Charm of standing, sitting, row posture, squatting and integrated body language

Which dress should not appear in a professional environment

商务接待礼仪（13:00-14:00）

微笑、目光礼仪

问候、称呼礼仪

迎送、引领、手势、空间礼仪

会客座次安排礼仪

奉茶、咖啡礼仪

递物、接物礼仪

互动练习：接待未预约客户

Business Reception Etiquette (13: 00-14: 00)

Etiquette of smile and eyes

Etiquette of greetings and title

Etiquette of shuttle, lead, gestures and space

Etiquette of parlor seating arrangement

Etiquette of serving tea and coffee

Etiquette of receiving and delivery

Interaction Exercise: Meet your client in future

电话规范应用（14:00-15:15）

接听、拨打电话流程

电话记录的5W1H

电话转接礼仪

非常规电话应对技巧

手机短消息应用礼仪

互动练习：魅力声音训练

Phone Application Standard (14: 00-15: 15)

The process of answering and call

5W1H in phone call

Etiquette of Call Forwarding

The skills to handle the irregular phone call

Application Etiquette of Short Message

Interaction Exercise: Glamour Sound Training

成为受欢迎的职场人（15:30-17:00）

办公场合(环境)礼仪

维护前台区域整洁应注意的细节

沟通礼仪及规范

接受他人赞美赞扬时

与客户沟通清晰原则

与上级沟通礼貌需知

与平级沟通注意事项

会务组织接待规范

会前准备

会中服务

会议结束

建立前台工作流程

区分、登记、记录、通知、发送、整理、归类

例如：发放办公用品、规范会议室使用

讨论分享：如何协同组织跨部门经理的“年会预备会议”

Become A Popular Businessman（15:30-17:00）

Etiquette in workplace

The details should be paid attention of maintaining the reception area tidy

Communication Etiquette and Standard

Etiquette of receiving praise and compliments

Principles should be clearly known when you communicate with customers

Etiquette of communicating with your superiors

Precautions of communicating with your peers

Reception standard of conference and organization

Pre-preparation

Meeting service

End of the meeting

Establish the process of receptionist

Distinction, registration, recording, notification, mail, organization, classification

For example: Grant office supplies, standard the use of meeting rooms

Discussion and Share: How to coordinate and organize intersectoral "Annual Conference Preparatory Meeting" among managers?

总结与行动计划（17:00）

Summary and action plan（17:00）