Etiquette about service

Etiquette about service 1

(1), address: you, Mr., Miss, etc. (honorific)

(2), there is no you and me, only us (emphasizing team spirit, we are all a whole)

(3), when receiving customers:

a.

B. what can I get you? Can I help you?

(4) When introducing products to customers:

A. Do you like this one?

B. do you consider this collocation?

C. do you need anything else?

D. I'm sorry, this product hasn't arrived (sold out). Please check it again in a few days, or leave your phone number, and I'll let you know as soon as it arrives.

(5) When customers can't be served immediately:

A. Please wait a moment, I'll come right away. Take a look at it first, and I'll introduce it to you later.

B. I'm sorry for the delay. Please forgive me for keeping you waiting.

(6) When seeing the guests off: A. Goodbye, please take care and welcome to come again.

B. Go ahead. Please feel free to contact us if you need anything (or have any questions). 2 telephone etiquette

(1). Choose a good time and ask if it is convenient to talk at this time. It should be 3-5 minutes if the time is not too long.

(2). After the call is connected, first say "Hello, this is XX Store"

(3). When you encounter a dialing error, you should explain it to the other party and apologize.

(4) Answer the bell in time, say "hello" first, then announce yourself, and then answer the other person warmly. 3 Appearance and appearance < P > The shopping guide should keep his head clean, and men should not have long hair or shave their heads: women should avoid doing weird hairstyles and dyeing colored hair; Make-up should be light, perfume should not be too strong, nails should be trimmed frequently, and the face should be kept clean, with fresh body odor and breath.

the clothes should be neat, standard and clean, the tie should be matched with the suit and shirt properly, and the name tag should be carried on the left, and the height should be flush with the second button of the shirt. Professional ethics is the requirement of being a man in the post. You should be conscientious, be friendly to colleagues, respect superiors, strictly observe professional secrets, and love and respect your post.

a. ideological quality: macro things, what ideological quality determines his attitude towards life and work.

B. Service attitude: we should respect ourselves, our profession, our enterprise and others.

C. Business style: genuine and honest.

D. professionalism: proficient in business, stick to their posts, work hard, unite and cooperate. The specific post requirements of service consciousness for service personnel, such as; Be responsive to customers, take pains, love their jobs and be loyal to their duties.

(1) No sense of service: First of all, understand the importance, sacredness, loftiness, sense of responsibility and equality of service. There is no distinction between high and low service. I serve others and others also serve me.

(2) Is there a correct sense of service? Be self-aware, considerate, meticulous, and always correct. Etiquette about service 2

"Reputation is not only a virtue, but also an ability."

In ancient China, at the beginning of children's initial education, teachers should teach students etiquette, greetings, and so on. They are a lot of things that are very complicated and difficult to understand. Ordinary people know a thing or two, or they don't know anything, but it's okay. But marketers who deal with customers are different. At least, they should be clear about etiquette, etiquette and congratulations, because they can be used at all times.

think about the salesman in the 198s, who carried a few packets of Hongtashan cigarettes in his pocket. When he arrived at the company, he became furious. At that time, he was really chic. But if this move is today in the 21st century, people will think that you are a salesman from a township enterprise in a remote area and won't smoke your cigarettes at all. The title "Miss" was still very popular with young women in the early 199s. Once upon a time, some places called Miss for short. Therefore, women in some places were unwilling to call her Miss, which is obviously worth noting.

In China's traditional culture, respecting the elderly is a great virtue. In the past, calling old factory directors, managers, secretaries and directors all won each other's satisfaction. However, with the implementation of the policy of younger cadres, "old" means that it is not far from stepping down. Therefore, the word "old" is taboo among managers, and it is impolite to rashly call others "old managers and directors". In the past, people liked to pretend to be senior, but now they are not. Generally speaking, it is not difficult for marketers to be gentle and polite, and they can generally do it. What we especially want to draw the attention of marketers here is that some are easy to neglect, but they are also the most deadly places. That is to say, when we go to see customers, we usually don't be rude, which also needs no special

tips, but it is difficult for us to guarantee that after the business is not completed, we can remain a gentleman when we leave customers with deep disappointment.

since the business has not been concluded, is it necessary for us to be more polite to others? As the ancients said, business can't be benevolent. This is the basic accomplishment of a marketer. In fact, there is also the next business opportunity. If we lose a chance to make a business deal, can't we gain a good emotional exchange with the investment of this visit? The failure of this time can naturally be the foreshadowing of the next success, and leave a good impression in the customer's mind, which is even more important than making a business, because the business will never be finished.

when customers come to the factory for inspection and business negotiation, I believe that the ceremony of picking up the guests at the airport or the station will be grand. Similarly, the scene of welcoming guests is the same, but the difference is seeing them off. There are many business friends who talk about unpleasant contacts, and none of them are about picking up the station, but their dissatisfaction with sending the station is everywhere. Yes, the general manager is very busy, and so is the deputy general manager. Of course, the business director is not idle all day. Since the business is not successful, everyone's opinions are too far apart, so we have to let an idle office clerk go with the salesman. However, this is too different from the grand reception with great fanfare, which makes people feel abandoned, and at the same time makes people feel that "this company will never come again", which is a fatal blow to the image of the enterprise. It turns out that your so-called etiquette is directed at the possible business, not me. If the business fails, I will not want it, and my friends will be gone. What a sad thing!

in marketing activities, the etiquette can be done in the front, which may be 1%, while it is consistent from beginning to end, which may be less than 3%. We have no intention to list many tedious details here, but to elaborate such an idea. Regarding etiquette, we must do our work in places that everyone neglects, so as to show our true colors. Etiquette about service 3

Hotel service etiquette-waiter etiquette

I. Basic requirements

(1) Instruments

Working hours should be in uniform. Clothes should be neat and clean, and pay attention to keeping the cuffs and neckline clean. The buttons of clothes should be buttoned, the lining of clothes should not be exposed, and pants legs should not be rolled up with sleeves. Wear a sign card. It is advisable for waiters and waitresses to wear dark leather shoes, and the color of socks should be slightly darker than that of leather shoes.

(2) Appearance

Male waiters don't have big sideburns, the hair at the back can't grow to the collar, they don't have a beard, and they often shave; The waitress's hair should not grow to the shawl. But you must wear light makeup, and you are not allowed to wear any jewelry, long nails or nail polish. Do not wear irritating perfume.

(3) Manner

The standing posture of the restaurant service personnel should be dignified and upright, reflecting elegance and elegance. Sit upright and show dignity and elegance. The gait should be light and steady. Generally, you should walk on the right, not in the middle, not running, and not rushing with guests. When receiving guests, the use of gestures should be standardized and moderate, and the gestures should not be too much and the movements should not be too big. For example, "straight arm type" should be used correctly when giving directions to guests, and "horizontal swing type" should be used when guests enter. At the same time, it is necessary to pay attention to the coordination with facial expressions and various parts of the body when using gestures, so as to avoid appearing hard and causing misunderstanding to guests.

(4) Attitude

The service personnel should be warm and moderate, patient and considerate, sensitive to the attitude of the guests, listen to the opinions of the guests with an open mind, be calm and calm, and have an implicit and generous expression. Self-control ability is strong, so as to maintain a good attitude.

ii. ushering in the desk

ushering in the desk includes: doorman etiquette service personnel and leading service personnel. Before opening, the receptionist must know the general situation of the store and the guests booked on the same day, make good preparations for appearance, appearance and spirit, and stand on both sides or inside the restaurant door before opening, so as to look around and wait for the guests. Enthusiastic about your job. This is the most basic quality requirement of service personnel. It includes correctly knowing and understanding the significance of the work in this industry, improving and strengthening the professional level, and maintaining a full spirit in the work.

Service etiquette usually refers to the specific application of etiquette in the service industry. Service etiquette mainly refers to the code of conduct that service personnel should strictly abide by in their own jobs. The actual connotation of service etiquette refers to the standard and correct way for service personnel to provide services to clients in their own jobs. Service etiquette is mainly based on the service personnel's appearance, manners, clothing, language and post specifications.

Hotel service etiquette-front desk etiquette

Service etiquette is the bounden duty of enterprises and employees. Employees in the power industry should get rid of "grandfather style" and "official style" and establish the consciousness that "service is not for others, but for their own needs". Because while serving others, we are also accepting other people's services. Noble professional ethics requires us to do a good job in service all the time. Providing good service is actually affirming the value of our work and establishing a good image and brand of power companies.

1. Preparation of articles

At ordinary times, when we are working, we should prepare paper and pens next to the phone to record the contents of the customer's phone calls.

2. Holding the microphone in the left hand

Most people are used to picking up the receiver with their right hand, but it is often necessary to make necessary written records during telephone communication with customers. When writing, the microphone is usually clamped on the shoulder, so that the phone can easily fall off and make a harsh sound, which brings discomfort to customers.

In order to eliminate this bad phenomenon, we should advocate holding the receiver with the left hand and writing or manipulating the computer with the right hand, so that we can communicate with customers easily.

3. Answer time

Answer the phone within three rings. If something delays the time of answering the phone, you should apologize to the customer first when you receive the phone call.

4. Keep the correct posture

You should always keep the correct posture when answering the phone. Under normal circumstances, when a person's body sinks slightly and the abdomen is oppressed, it is easy to cause the voice of the abdomen to be unable to be emitted; Most people use the chest to speak, which makes them thirsty. If you use the voice of Dantian, you can not only make the voice magnetic, but also won't hurt your throat.

5. Repeat the contents of the call

Before answering the phone, don't forget to repeat the main points of the call to prevent misunderstanding caused by recording errors or deviations, so as to make the whole work more efficient. For example, we should check and proofread the meeting time, place, contact number, area number and other information to avoid mistakes as much as possible.

6. Thank you

Finally, it is basic courtesy to thank the customer. The caller is a guest and respects the customer. Don't think that you can ignore them just because they don't face them directly. Also, remember to ask the customer to hang up after the call is over, and then we hang up.

2. Etiquette standard of hotel reception service

1. Image etiquette standard

The civilized language in the service industry mainly refers to some established languages and their specific expressions that express the modesty and respect of service personnel in the service process.

body modification: no long nails, and ladies can't wear bright nail polish; Always take a bath, don't smell, and don't wear too much perfume.

2. Manners and etiquette norms

The receptionist at the front desk of the hotel belongs to the hotel; Image spokesperson; Or hotel; Facade; . Therefore, the receptionist is required to sit, stand, walk and walk, be natural and keep a good mental outlook.

Don't show laziness, stand upright, don't shake your body, don't stand or squat on the ground against walls and cabinets, so as to improve the quality of employees, so that every employee can not only be polite in speech and behavior, but also be generous and decent in gfd. By mastering etiquette service skills, he can be customer-centered, establish good relations with customers, establish a good new image of power enterprises, and don't tilt his head and make faces. Use proper words, don't offend guests, and don't need flattery. Your voice should be gentle, not too big or too small, and you should clearly express what you want to say. Always smile.

3, reception etiquette norms

For the consultation of guests, you should listen carefully before answering. Be patient when answering questions, and apologize if you can't answer them accurately; Excuse me, please wait a moment, I'll ask for you; After asking, give feedback to the guests. In fact, it is the standard and correct way for service personnel to serve people. The job specification of service personnel mainly consists of three parts: service attitude, service knowledge and service technology. Etiquette about service 4

Set the table

Use chopsticks for Chinese food and knives and forks for western food. In China, foreign banquets, such as a state banquet for visiting guests in the Great Hall, include both Chinese food and western food, so both knives and forks and chopsticks are placed on the dining table. Because, if you send a steak and eat it with chopsticks, it will be very inconvenient. Similarly, if it is a good roast duck, guests should use chopsticks to put the onion, cucumber strips and sweet noodle sauce in the pancake and roll it up for consumption.

The way to set the table for the banquet of combining Chinese and western food is that the plate is in front of the seat; Put a dessert fork or spoon horizontally in front of the plate; Put the fork on the left and the knife on the right (the number is the same as the number of dishes), the fork tip is upward, and the knife edge faces the plate, which is convenient for taking it from the outside first and then from the inside. The spoon is also placed on the right, that is, inside the salad knife; The bread plate is in front of the left hand, and the butter plate and butter knife are on the right side; On the right front of the plate is a water glass or a beer glass, followed by a red wine glass and a white wine glass (at present, only these two wines are usually served at the banquet). Chopsticks used in Chinese food are on the right side of the food tray. Chopsticks should be equipped with chopstick sleeves and put on the chopstick rack.

five minutes before the banquet, you can serve the cold dishes specified in the menu and pour alcohol, but drinks, such as water or beer, must be seated and approved by the guests.

napkins

are usually folded, placed flat on a plate or stuffed in a water cup. The main function of napkin is to prevent food and oil stains from falling and soiling clothes. At the beginning of the banquet, sometimes the waiter will help the guests spread napkins on their legs according to the rules of western food; In Beijing, many people are used to putting