Traditional Culture Encyclopedia - Hotel reservation - What are the contents of service etiquette?

What are the contents of service etiquette?

Part I: Service etiquette training content.

Service etiquette training content

Course target: professionals in hotels, shopping malls, banks, hospitals, real estate and other service industries.

Curriculum design of service etiquette training

I. Overview of Service Etiquette

What is etiquette, how to change yourself from the heart, the general rules of conversation etiquette, conversation skills, four prohibitions of conversation etiquette, six prohibitions of communication activities and five prohibitions of personal privacy.

Second, service consciousness.

1, why should we serve customers? 2. What kind of service customers need; 3. The content of marketing service;

Third, establish a good service attitude.

1. Establish a good attitude. 2. Treat and serve customers with a correct attitude.

Instrument training for service personnel

First, the emergence of the golden impression, the service industry dress code

1, ladies appearance requirements: make-up; 2. Male appearance requirements; 3, instrument decoration three parts: face, hair (hair), hands.

Second, the tools of gold seal.

1, four taboos and six benefits of work clothes; 2, men's suit requirements; 3, women's wearing requirements: precautions for wearing a dress, choice of shoes and socks; 4. Jewelry wearing requirements; 5. Check yourself with the image checklist.

Third, the wearing of work supplies.

1, ID card; 2. Writing pen; 3. Notebook.

Civilized language standard

First, shape the service mentality.

1, client; 2. Unit; 3. self.

Second, how to cultivate language ability

Third, the requirements of civilized language.

1, nice voice; 2. Appropriate expression; 3, manners and etiquette.

Fourth, use civilized language.

1, commonly used civilized terms; 2. Appropriate title. Five, the specific industry civilization standard language

1, window service terminology specification; 2, shop and counter language; 3. Medical service terms; 4. Outgoing service terms; 5. Congratulations; 6. Telephone civilized language; 7. Language charm training; 8. Address etiquette; 9, marketing etiquette civilized language; 10,23 marketing etiquette standard clauses.

Sixth, service taboos

1. Types of service taboos; 2. Common taboos;

Seven, written civilized language specification (optional content)

1, the format is correct; 2. Correct understanding; 3. Write correctly; 4. Concise; 5. The scene is suitable.

Professional etiquette of service etiquette

First, standing posture training

1. Standardizing station training: training method, station when marketing service, station when serving customers at the counter and station when waiting for customers; 2. Unpopular status.

Second, sitting posture training

1, standardize sitting posture training; 2. Several unpopular sitting postures.

Third, walking posture training.

1, standardize walking posture training; 2. The walking posture specifications of several scenes: accompanying and guiding, going up and down stairs, getting in and out of elevators, getting in and out of doors; 3. Seven unpopular walking postures.

Fourth, gesture training.

1. Common gestures: hanging, naturally placing, passing objects, displaying objects, waving, guiding and shaking hands; 2. Six points to pay attention to when using gestures.

Five, smile training

1, the function of smile; 2, smile training method: stewardess smile, smile three combinations;

Comprehensive training of nodding, smiling and greeting by using the principle of body language.

Seven, handshake training.

Eight, bow training.

Telephone service etiquette

First, the etiquette of calling.

1, call test; 2. Time of calling; 3. The content is concise; 4. behave politely.

Second, the etiquette of answering the phone.

1, answer the phone to test; 2 answer in person; 3. Transfer calls; 4. Avoid using language when answering the phone.

Third, mobile phone etiquette

1, how to answer and make phone calls; 2. occasions where mobile phones are not suitable; 3, mobile phone ringtones, text messages.

Correctly handle customer objections

1, treat objections correctly; 2. Handle customer objections; 3. Deal with customer dissatisfaction; 4. Deal with customers' anger; 5. Handle customer's telephone and written complaints.

Principles of conflict handling

1, the principle of compromise; 2. The principle of understanding; 3. The principle of isolation; 4 control principles.

How to overcome customer service syndrome

1, customer service syndrome; 2. The effect of service syndrome on the body; 3. Four treatments for customer service syndrome.

Ling Du Gan Long

Do not disturb three guests during the service;

Distance can be measured.

Four distances should be kept when providing services to guests at the service site;

autoexcitation

1, the story of Yuan; 2. How to shape yourself; 3. clap your hands.

business etiquette

1, get along with subordinates; 2. Relationship with colleagues; 3. Get along with leaders; 4, handshake etiquette, 5, business card etiquette, 6, office reception etiquette: pouring tea, sending things, etc. ; 7, telephone etiquette, 8, business communication skills, 9, office seating, 10, official reception riding etiquette, 1 1, reception seating etiquette, 12, introduction etiquette, 13, taking the elevator,/kloc. 15. Selection and use of briefcase.