What is service etiquette?

Hello, let me answer for you:

Etiquette is a code of conduct for self-discipline and respect for others, and a process and way to show respect and understanding for others. The word "courtesy" in etiquette refers to respect, that is, to respect yourself and others in interpersonal communication. The ancients said that "courtesy and respect for others" is actually a basic requirement for treating people and things. As the name implies, the word "Li" in etiquette is also a form of respecting yourself and others. In short, etiquette is a form of respecting yourself and others. In other words, etiquette is actually the art of communication and the way to treat people. Etiquette refers to the formation of people in social communication due to historical traditions, customs, religious beliefs, the trend of the times and other factors, which is not only recognized by people, but also observed by people. It is the sum total of various codes of conduct and norms aimed at establishing harmonious relations and meeting communication requirements. In a word, etiquette is a code of conduct that people should agree to abide by in social communication activities. The meaning of etiquette: etiquette is to show respect for others in the most appropriate way. For a person, etiquette is the external expression of a person's ideological and moral level, cultural literacy and communicative competence. For a society, etiquette is a reflection of a country's social civilization, morality and living habits.

What is service etiquette?

Service must first have a sense of service!

First, service: obedience and service.

(1) Obey:

1. The guest is always right.

-Give the guest face (give up yourself)

You can never be "equal" with your guests.

-human morality, social morality and professional ethics

2. Don't excuse the banned service language:

"This is not our responsibility!"

"We stipulate!"

"You don't understand!"

"You are wrong!"

(2) Service: Care

1. Care standard: guest satisfaction

(1) Understand the expectations of the guests (testimony, two-way communication)

(2) Exceeding guests' expectations

(3) reduce customer expectations

2. Respect the privacy of guests

(1) advocates "hidden station" service-"no interference" service.

Environmental non-interference

The service should be moderate

(2) Service procedures are in place

(3) Don't flip, move or throw away the guest's belongings without the guest's permission-protect yourself.

3. Respect "Three A"

( 1)。 Accept-don't complain

(2)。 Attention-a big shot

Remember the name

Use honorifics

Pay attention to guests' special hobbies

Improve the reception level

(3) Admire-in line with the law of human nature

Two. Service: labor service

(a), the action should be standardized and in place.

For example, provide tea service for lobby staff.

The posture should be decent and elegant {Standing posture: walking posture: Sitting posture: Squatting posture}

Language should be kind and sweet.

Natural expression, smiling.

Eyes, facial expressions

Note: First cause effect and last round effect.

(2) Shorten the waiting time of guests

1. Service efficiency

2. Service language

3. Service environment

Third, politeness: etiquette.

(1) Meeting etiquette should be simplified.

(2) Talk with guests about Mo Wen's private affairs.

(3) Ladies are preferred in public places (guests are preferred)

(d) The more polite the language, the better.

"Please" is a courtesy and a gesture.

Saying "thank you" to others' kind help is a sign of civilization and a sign of gratitude.

"I'm sorry" means to think from the other person's point of view.

Communicate with guests in the language they are familiar with.

(e) Terms of service are frequently mentioned.

The title should be appropriate.

Greetings should be cordial: hello! Hello everyone! Good afternoon and so on. Avoid: ask for privacy greetings!

Greetings should be sincere, and its representative language is: Welcome! Welcome to visit again! Please go! Goodbye!

Please forgive me, its representative language is: sorry, please wait a moment, please forgive me, please take care of me, please. ...

Thank you for your cooperation and support in our work.

Consulting language, its representative language is: excuse me, excuse me, may I? ...

Response language, its representative language is: hello! Here it is. . . what can I do for you? Yes, I know what you mean. I will try my best to meet your requirements. ...

Congratulations, its representative language is: Happy holidays, congratulations. . . Congratulations, ...

Evasive language, its representative language is: sorry, comrade! Please ... I'll ask the leader ...

Never say "no"

Apologize, its representative words are: I'm sorry, I'm sorry, I'm sorry, forgive me ...

Fourth, instruments: images.

(1) Image positioning: beautiful, dignified and generous.

The spirit of hard work and innovation is the beauty that service providers need most.

(2) The function of clothing: a means to hide shame, keep warm, beautify life and success.

Formal dress, work clothes, accessories, shoes and socks

(3) Cleanliness: Head: one day ... >>

What are the general requirements of service etiquette?

It depends on the service etiquette of which industry you are talking about. Let's talk about the service etiquette of shopping malls, banks and hotels.

1. What are the etiquette requirements for the interpersonal distance of routine service?

(1) direct service distance. When service personnel directly provide services to the other party, the distance from the service object should be determined according to the specific situation, generally at 0. 5m and 1. 5m。

(2) Display the distance. When the service personnel demonstrate the operation for the service object, the interpersonal distance of the service should be 1 to 3 meters.

(3) Guide distance. When the service personnel give directions to the clients, it is most appropriate to travel around 1. 5 meters in front of the left side of the client.

(4) Standby distance. When the service object does not require service, the service personnel should consciously keep a distance of more than 3 meters from the other party, but it should be within the sight of the service object.

When customers browse, consider and choose goods, service personnel should keep a proper distance from customers, not to interfere with customers, but also to provide services in time.

2. What are the etiquette requirements for shopping mall service?

(1) sincere attitude. Smile and take the initiative to greet customers. When receiving many guests, the service staff should receive them first and then receive them in turn. They should not only pay attention to coming first, but also treat others equally, so that buying is the same as not buying, buying more is the same as buying less, adults and children are the same, and buying is the same as returning. The goods to be sold should be wrapped and packed for the convenience of customers.

(2) proficient in business. Achieve "one understanding", "three knowing" and "eight knowing". "Understand", understand the business work of all aspects of commodity circulation. "Three skills", you must be able to use, debug and assemble the goods you operate. "Eight knowledge" refers to knowing the origin, price, quality, performance, characteristics, uses, usage methods and storage measures of goods.

(3) Integrity management. When introducing goods, we can neither exaggerate nor conceal shortcomings, let alone shoddy goods. Breaking promises, deceiving customers, luring and misleading customers, and buying and selling hard.

(4) Good after-sales service. Make an appointment for customers and provide special delivery, installation or on-site maintenance services according to the agreed time and place. Be patient and enthusiastic when receiving customer complaints, make records in time, and investigate and verify quickly. When receiving customers' returns, be enthusiastic, not evasive, and not sarcastic.

Service personnel should answer questions for customers and can't directly say "no" and other service taboos to customers.

For some non-refundable goods, customers should be informed before sale. In case of special circumstances, we should also explain patiently.

In order to better serve foreign customers and disabled people, service personnel should master the daily language and basic sign language of foreign languages.

3. What are the etiquette requirements for banking services?

(1) warm-hearted and thoughtful. Think about what customers think, be anxious about what customers are anxious about, and actively and meticulously serve customers. Provide customers with paper and pens, ink, inkpad, seal wiping cloth, reading glasses and other appliances, and take the initiative to help paste or replace depositors' passbooks when they find them damaged. For the elderly and infirm, be patient and meticulous, and take the initiative to help them fill in the receipt when necessary.

(2) Pay attention to confidentiality. Any personal information of customers should be kept confidential. The window service personnel can check the deposit and withdrawal of customers by whispering, nodding, shaking their heads, gesturing and showing their eyes.

(3) stress efficiency. Constantly strengthen learning, delve into business, master the business skills of this position, improve work efficiency, and minimize customer waiting time.

In case of emergency, customers can handle it in advance with the consent of other customers.

When the number of customers is large, first of all, ensure to provide services for customers, and it is not appropriate to affect services due to handover.

4. What are the etiquette requirements for hotel service?

(1) dress code. When going to work, you should wear work clothes as required. Both male and female employees should be dignified and generous, and it is forbidden to dress up in strange clothes. (2) the language is appropriate. Modest language, friendly tone, concise words, and appropriate use of language according to different audiences. Domestic guests use Putonghua, foreign guests use foreign languages, and try to understand dialects.

(3) courtesy welcome. Welcome the guests when they arrive, answer their questions and say goodbye when they leave. When welcoming guests or communicating with guests, smile, be sincere and polite, and use honorifics and gestures appropriately.

Master, at your convenience. Try to meet the requirements of guests who need special care, especially those with different religious beliefs and ethnic customs. Actively, enthusiastically and orderly receive guests' reservations. Fill in the check-in and dining procedures accurately and carefully to meet the requirements of the guests. Before providing services such as room cleaning ... >>

What have you learned from service etiquette?

Service is a topic that every industry pays more and more attention to. It should be said that every employee knows the most basic etiquette, but in the specific service work, either we forget the etiquette, or the etiquette is not in place, or we can't express it clearly. Through this training, I was deeply touched, which made me understand the meaning of etiquette in a real sense. Etiquette is a code of conduct that should show mutual respect and goodwill in the process of interpersonal relationship and social communication.

I think the purpose of this etiquette training is to make myself popular with others-foreigners call business etiquette "business diplomacy". I remember when I was in college, the etiquette teacher would tell us three words. The first sentence: "The world will not change because of you": adapt to others, not try to change others. Don't say "no" to people casually on unprincipled matters. Don't impose your ideas and opinions on others. Too much kindness is sometimes a kind of harm. We should face life bravely. A wise life is reasonable, and only reasonable will exist. Don't try to change everything you don't like. No matter how hard you try, it still exists and the world won't change because of you. Art life, communication art: the way to treat others.

In business etiquette, there are two basic principles: 1 is to keep the right posture, and 2 is to have the right attitude. The so-called "where to think and what to do" means that it is appropriate to do something that suits your identity. For example, we should distinguish the relationship between superiors and subordinates, the relationship between elders and juniors, the relationship between subject and object, and so on. What to do, what to say and what to do can achieve good communication.

As someone, we should strictly regulate our service words and deeds. In the future work, we should smile at customers, patiently answer customers' requirements, face customers and our work with a healthy attitude, create a good service brand image with a good gfd and mental outlook, make our etiquette and good service leave a good impression on new and old customers, and strive to become excellent service providers.

Etiquette of service personnel in several industries

Service etiquette covers a lot of content, only lists the service etiquette of five kinds of work that are most related to our lives, and gives appropriate explanations. At present, the fierce market competition in the hotel industry is essentially the competition of service quality. The hotel's survival and development, reputation and benefit, market and customers all depend on providing all-round quality services to guests. A service spirit of "guests first" and a warm, friendly, sincere and cordial service attitude can make guests feel a sense of respect and intimacy in sense and spirit. Paying attention to etiquette is the key to a good service attitude and a necessary condition for a good service. The ancients said, "Don't laugh, don't shop". Smiling can win a wedding and produce the greatest economic benefits. Many famous entrepreneurs in the world also deeply understand the function of smile and give it high praise, taking it as a magic weapon to manage shops and the way to success for enterprises. "Hilton Smile" not only saved the Hilton Hotel in the Great Depression and the Great Crisis, but also created a five-star Hilton Hotel Group with nearly 100 hotels around the world. The world-famous Oriental Hotel in Thailand has won the title of "Top Ten Hotels in the World" several times. One of the secrets of its success is to incorporate "smile" into the welcome standard. As long as they come in for consumption, they are your guests, and they should not have different attitudes according to how much they wear and spend. There is a true story. In a hotel in a city, an old man in plain clothes comes in at noon every day, spends ten yuan for a cup of tea, and then sits for two hours before leaving. Once, the old man was received by a new waiter. The old man asked the waiter for a cup of tea. She looked it up and down, and then said strangely, "It's very expensive, ten yuan a cup." The old man didn't speak. As usual, after drinking tea, the old man continued to sit there and rest. The new waiter looked impatient, frowning in front of him and looking at him from time to time out of the corner of his eye. Finally, he quit and flew into a rage, saying that I came in to spend money. Why do you serve me like this? Finally, until the boss came forward. This old gentleman is none other than the father of the mayor of this city. When the waiter knew about it, he was no longer a staff member of this hotel. Greeting refers to the standardized greeting language used when receiving guests according to time, occasion and object. When you meet foreign guests for the first time, you should take the initiative to say "Hello, welcome to China". "Hello, welcome", "Ladies and gentlemen, welcome to XX Restaurant", "Hello, Mr. XX, we have been waiting for you" and "Hello, nice to meet you". Greeting guests at different times of the day, such as "good morning", "hello", "good morning", "good afternoon" and "good evening", will be more humane and professional. When saying goodbye or farewell to guests, you can say "good night", "goodbye", "see you tomorrow", "thank you for coming, welcome to visit again" and "have a safe trip". When you meet festivals, birthdays and other festive days, you should say, "Merry Christmas to you!" " Happy New Year ""Congratulations on getting rich, prosperous business and all the best! " "Happy birthday to you!" "I wish you a long and healthy life! "For guests from Hong Kong and Guangdong, it is customary to say" Le "instead of" Xi "(because" Le "and" Luo "are homophonic). When receiving sports and literary delegations, you should say "I wish you a successful competition", "I wish you a successful performance" and "Your performance is really wonderful". When they have made certain achievements, they should also be congratulated. Reply language 12 cases. (1) Say to the guest, "Hello, what can I do for you?" "Excuse me, what can I do for you? When leading the guests, say "Please follow me", "This way", "Inside" and "Please go upstairs". (3) Say "OK, I know", "OK, I'll be right there", "OK, I'll listen carefully, please rest assured" and so on. When you can't hear or understand the guest's question, you should say "I'm sorry, please say it again" and "I'm sorry, I didn't catch it, please repeat it? "and so on. When you can't receive the guests right away, you should say "excuse me, please wait a moment" and "please wait a moment". ⑥ When greeting guests after waiting, say "Sorry to have kept you waiting". ⑦ When you make a mistake in reception or cause trouble to the guests, you should say "I'm really sorry for the trouble" and "I'm sorry, I was negligent just now. Please pay attention in the future. It won't happen again. Please come back for guidance. " When you leave the guest after the service, you should say, "Please have a good rest, or enjoy your meal. Let me know if you need anything. Goodbye. " When guests express their thanks, they should say "You're welcome, this is what I should do" and "You're welcome, I'm happy to serve you". Attending when the guests misunderstand and apologize, they should say "it doesn't matter" and "nothing". ⑾ When guests ask too much or ... >>

What is etiquette? Briefly describe the performance of automobile service etiquette.

Service Etiquette in Automobile Industry

1。 Professional image 1. Appearance and manners

1, hairstyle requirements

2. The essentials of female makeup and male shaving

3, self-image checklist

Second, dress etiquette.

1, basic principles and taboos of dress.

2, shoes and socks with common sense

3, the use of jewelry, accessories specification

Third, etiquette norms

1, the essentials of standing posture

Standing posture training

Bi Li Bi Li posture taboo

2, sitting essentials

Several common sitting postures

B. Sitting taboo

3, walking essentials

Walking posture code

The way many people walk.

Code for entering and leaving houses

Walking taboo

4. Reasonable squatting posture

Fourth, express etiquette.

1, Smile Service Charm, Smile Training

2, eye norms and taboos

Part II: Standardization of service terms and improvement of communication skills.

First, cultivate service personnel's awareness of language norms

Clear articulation, standard pronunciation, soft tone, correct intonation and elegant words.

Second, the sales reception civilized language

1

2. Address terms

3. Acceptance clause

4. Questions and answers

5. Apology clause

Third, service taboos

Fourth, customer communication skills.

1, Shannon-Weaver propagation theory model

2. Listening skills

3, personal style analysis

4. Style and manner of response

5. Characteristics and communication skills of four interpersonal styles.

A, the characteristics of analytical people and communication skills with them

Characteristics of leaders and communication skills with them

C, the characteristics of people who are good at expressing and their communication skills

D, the characteristics of kind people and their communication skills

E. How to adopt the best communication method according to the customer's personality?

The third part: the application process of automobile sales etiquette.

First, the etiquette in the reception

1, reception etiquette requirements

2. Customers enter the door

three lives—present life

Three to three

3. Communication with customers

Business cards: request, submit and accept

Introduce yourself, others, etc.

Delivery, tea and water.

4. Communication with customers

Triple a rule

"What to say" and "How to say"

"Seven Don't Ask" of Sales Staff

The role of listening

Misunderstanding of communication

Negotiate seating arrangements

5, reception code of conduct

Common gestures

A display items (materials)

Delivery items (data)

C stands for direction

How to guide

Handshake and greeting etiquette

Go up and down stairs, in and out of elevators, in and out of doors.

Sitting posture is left in and left out, and sitting posture is taboo.

Positive body language

Several kinds of bad body language

6. Telephone etiquette

Telephone Image and Two "Three Principles"

Telephone Transfer and Unconventional Telephone Answer

Pay attention to your mobile phone etiquette.

Second, Fujian etiquette

1, the time to end the talks.

2. Farewell to Fujian.

3. How to say goodbye

Third, the skills of objection handling

1, correctly understand the objection: the customer is the best teacher.

2. Reasons for objection

3. Principles to be followed when handling customer objections

4. Methods and steps to deal with customer objections

Part four: Good service etiquette.

One, five-step training method (comprehensive induction)

1, look-the skill of staying one step ahead of customers

2, listening-close the relationship with customers.

3. Laughter-the charm of smiling service

4. Say-customers are more concerned about what to say.

5, mobile-the use of body language skills

What is etiquette?

What is etiquette? Is etiquette the same as etiquette? This is the first problem that people have to figure out. Etiquette is a combination of ceremony and tools. Ceremony is a general term to show respect; The grand ceremony to show respect is called etiquette. In other words, etiquette refers to the moral norms and standards that a country, a nation, a department, an industry, a group, a family and even a person must follow when conducting various internal and external communication activities. The essence of etiquette is to show mutual respect, friendship and understanding between people through some standardized behaviors. In daily life, people often use three words: politeness, etiquette and etiquette. For example, parents often educate their children to be polite, pay attention to etiquette and know etiquette. Obviously, these are three synonyms. But if you think about it carefully, politeness, etiquette and etiquette are three closely related but different concepts. Simply put, politeness is the expression of humility and respect in people's speech acts; Etiquette is a variety of customary forms for people to express respect, congratulations and condolences. Etiquette is a ceremony that embodies etiquette. Although all three are inseparable from politeness, politeness refers to personal speech acts, while etiquette and etiquette are more a reflection of social customs. People can say "know the ceremony", "know the ceremony", or "know the ceremony", or "pay attention to the ceremony", "pay attention to the ceremony". However, people often say "polite" or "rude", but seldom say: "polite" or "rude", "polite" or "rude"; You can only say "hold a ceremony", not "hold a ceremony" or "hold a ceremony". Thus, politeness, etiquette, and etiquette are * * * and different, not the same thing.

Brief introduction of service etiquette content

Chapter 1 of this book mainly introduces the basic concepts and main viewpoints of service and service etiquette to help readers understand the basic connotation of service role. Chapters 2 ~ 5 mainly introduce the etiquette norms that should be observed in service from the aspects of service personnel's appearance, manners, clothing and language, so as to help readers fully grasp the requirements of service etiquette norms that service personnel should abide by and do a better job in service. Chapters 6 ~ 7 mainly introduce the specific requirements of the most common service posts for service personnel to help readers further master the service skills of related service links.

What are the four elements of etiquette?

Etiquette is the product of human civilization, the code of conduct and norms of people's communication, the external expression of a person's ideological level, cultural accomplishment and communication ability, an important part of spiritual civilization, and a reflection of social civilization, moral fashion and good living habits. The present situation of college students' etiquette education needs to carry out etiquette education deeply and effectively. This paper discusses the etiquette education of college students from four aspects: cultivating etiquette emotion, enriching etiquette knowledge, training etiquette skills and maintaining etiquette environment.