Polite language requirements of service personnel

Polite language requirements of service personnel

The polite language of the service staff requires the service staff to be the image of a restaurant. Many times, the evaluation of a store is mostly on the service staff. What are the specific requirements for a good service image? Let's take a look! Polite language requirements of service personnel.

The polite language requirement of service personnel is 1 1. In the process of service, we should take the customer as the center, always put the customer's needs first, try our best to solve the customer's problems enthusiastically and thoughtfully, and at least express our apologies and sincere attitude even if we encounter problems that cannot be handled. At this time, we can say "I'm sorry" or "I'm sorry I didn't help you".

2. Words come from the heart. When we serve in a professional manner, our service language will be very pleasant. We should use empty words and nonsense to express as little as possible. When we encounter uncertain problems, we can report to our superiors step by step. At this time, we can ask the guests to wait a moment. Politeness: Please wait a moment. We are trying to help you solve this problem.

3. Learn to put yourself in the guest's shoes, always remind yourself that you are the other person, use more polite expressions such as "hello", "please", "thank you" and "goodbye", learn to master the tone and volume of these words, and just smile and express your thoughts.

There are some common languages in the service industry, such as: Happy holidays, happy birthday, happy journey, welcome to visit next time, etc. These polite expressions are widely used, so you can master and learn flexibly, consolidate and innovate by yourself.

5. When answering the guest's phone, the waiter must answer it within three rings, and quote the name and department, then listen carefully to the information transmitted by the guest and make records. When confirming, he can use polite expressions such as "Excuse me, please, ok, thank you".

6. You can use sentence patterns like "Do you think this is ok" or "Do you have any other orders" to ask the guests' opinions, explain your position and ideas very concisely and clearly, and also clearly understand the guests' needs. Finally, if the guest says thank you, the waiter can add "polite" or "should".

Polite language requirements for service personnel are 2 1, and basic requirements for politeness are:

(1) speaks respectfully and has a steady attitude.

② Speak politely, concisely and clearly.

(3) Speak tactfully and enthusiastically.

(4) Pay attention to the art of language when speaking, and strive to be graceful and euphemistic.

⑤ Pay attention to manners and expressions when talking with guests. "Three lightness": walking lightly, speaking lightly and operating lightly.

"three don't care": I don't care about the beautiful language of the guests. Regardless of the impatient attitude of the guests. Ignoring the unreasonable demands of individual guests.

"Four Diligences": Oral Diligence, Eye Diligence, Leg Diligence and Hand Diligence (Brain Diligence).

"four don't talk": don't swear. Don't swear. No irony. No service.

"Five tones": greet guests when they come, answer when they ask, apologize when they make mistakes in their work, apologize when they are helped, and send them away when they leave.

"Six polite expressions": greetings, entreaties, apologies, thanks, honorifics and farewell.

Eleven polite expressions: please, you, hello, thank you, sorry, goodbye.

"Four service taboos": contempt, negation, contradiction and irritability.

2. Honorary service

Basic requirements:

① The language intonation is pleasant and clear.

② The language content is accurate and substantial.

③ The tone is sincere and cordial.

④ Speak Mandarin well.

⑤ Language expression is just the opposite of benefit.

3. Basic terminology

(1) "Welcome", "Welcome" and "Hello" are the names used by the welcoming staff when guests come to the restaurant.

(2) "Thank you" and "Thank you" are used when guests bring convenience to the waiter's work.

(3) "Please wait a moment" or "Please wait a moment" is used to indicate that we can't provide services to our guests immediately, and in a responsible manner.

(4) "Please wait a moment" or "Please wait a moment" is used to apologize for disturbing or causing inconvenience to the guests.

⑤ "Thank you for waiting", and warmly apologize to the waiting guests.

⑥ "I'm sorry" or "I'm very sorry" is used to say sincerely and politely, because it has caused trouble or inconvenience to the guests.

⑦ "Goodbye", "Take your time" and "Welcome next time" are used to show enthusiasm and sincerity when guests leave.

Mode refers to the way a person acts. Posture refers to the appearance of the body, and demeanor is the external expression of personal quality cultivation in interpersonal communication, and it is also the expression of temperament.