What are the six skills of service?

What are the six skills of service? There are many shops now. Stores definitely need waiters, and as an excellent restaurant waiter, you must learn to look around and listen to all directions. The more you have this trait, the more you can win the favor of customers. Let's take a look at the six skills of service.

What are the six skills of service? Six skills of 1:

1, observe

Obtain the information related to the observed object correctly. In the process of observation, we should not only pay attention to searching for those expected things, but also pay attention to those unexpected situations.

And can perceive the characteristics of things better than concealment; We can not only observe the whole process of things, but also grasp the characteristics of each development stage of things; We can not only grasp the whole of things comprehensively, but also examine all parts of things separately; We can not only find the similarities of things, but also distinguish the subtle differences between them.

2. Communicative ability

It includes not only the understanding and mastery of the language form of a language, but also the understanding and mastery of the knowledge system that the language form is properly used for communication at any time and in any way.

Communicative competence is a complex concept, which involves many factors such as language, rhetoric, society, culture and psychology. , including the language means (spoken or written) used by a person.

3. Language ability

It shows that people can speak or understand unprecedented grammatical sentences, distinguish ambiguous sentences, distinguish sentences with the same surface form but different actual semantics or sentences with different surface forms but similar actual semantics, and use language skills such as listening, speaking, reading, writing and translation.

4. Adaptability

When external things change, natural persons or legal persons may react instinctively or make decisions after a lot of thinking. Have good adaptability, be able to assess the situation and improvise.

5. Memory ability

During the service, guests often ask the waiter about some hotel service items, star rating, service facilities, special dishes, prices of tobacco, alcohol, tea and snacks, or urban transportation, tourism and other issues. At this time, the waiter will become the "walking dictionary" and "compass" of the guests with his usual experience or purposeful accumulation.

6. Marketing ability

Let consumers know about the products and then buy them. The idea is that after market segmentation, enterprises pay attention to the uniqueness of sub-markets without considering their own market characteristics, and decide to launch only a single product and adopt a single marketing combination to meet as many customer needs as possible to a certain extent.

Extended data:

1. Each service department of the hotel has specialized personnel to carry out marketing, but their main responsibility is external marketing, and internal marketing needs waiters from all positions to do it together. Only when all the staff are concerned about the marketing of the hotel and feel the sense of market everywhere can we seize every opportunity to do a good job in the internal marketing of the guests.

2. This requires the waiter not to wait for the request of the guests to provide services, but to be good at seizing the opportunity to promote the hotel's various service products and facilities to the guests and fully tap the consumption potential of the guests. Therefore, waiters should have a comprehensive understanding of various services and be good at observing and analyzing customers' consumption needs and psychology, so as to fully understand and sell products when customers are interested.

3. When expressing, the waiter should pay attention to the natural smoothness and affability of tone, keep a constant speed when speaking, and keep calm and polite at all times. Words that show respect and modesty can usually ease the tone.

Such as "you, please, I'm sorry, if you can" and so on. In addition, the waiter should also pay attention to the timing and object of expression, that is, to express appropriately according to different occasions and different identities of guests.

Being able to see through the potential needs of guests at a glance is the most valuable service skill for waiters. This requires waiters to have keen observation ability and turn this potential demand into timely and practical service. And providing this service is the most valuable part of all services. The first service is passive, the latter two services are active, and the provision of potential services emphasizes the initiative of waiters.

What are the six skills of service? 2 service essential skills.

First, pay attention to several guests, the general identity characteristics of the guests, etc. ;

Second, observe the demand information and the attitude of the guests from the eyes of the guests;

Third, look at the details. When you see a guest carrying luggage in the lobby, you will come forward to help: when you see a child of one or two years old, you will add a child seat; If you see a guest fumbling in his pocket for a cigarette, you will quickly hand over a lighter.

It is a skill to see through the potential needs of guests. The process of observing, inferring, reacting and collecting all kinds of information through eyes is the most valuable part of the whole service.

What can do this is called active service, otherwise it is passive service. For waiters, you must exercise hard. If you can reach this level, you can quickly understand the guest's heart. Think what the guests think and do it before the guests speak, as long as you study hard and practice hard. The needs of guests can be characterized, as long as you have a discerning eye.

In summer, a sweaty guest came to the hotel. At this time, his first need is to cool down, not to order food, drink tea or drink. The waiter didn't ask how many guests there were, and he didn't immediately remove the chopstick sets and expand the formatting services such as cloth.

An excellent waiter, the first consideration at this moment should be to let the guests calm down immediately. What are the cooling methods? Air conditioning, iced drinks, iced towels, and quiet and cool service to alleviate the hot feeling of guests.

First, check whether the indoor temperature is up to standard, immediately hand in wet wipes, and then ask the guests if they are blowing hard at the air conditioner to avoid catching a cold or air conditioning disease. After the guests "calm down", you can keep up with those regular services, and this service process is perfect.

What are the six skills of service? 3 Ten Skills of Business Services.

1, using smile service

Smile from the heart, sincere, can make customers feel warm, and can communicate with customers emotionally. Smiling is an essential basic quality for shop assistants, but it can't be copied mechanically in practical work.

2. Pay attention to language art..

"Warm words comfort the heart for three winters, and bad words hurt people in July." Shop assistants communicate with customers mainly through language. Whether their sentences are warm, polite, accurate and appropriate directly affects customers' buying behavior and their impression of pharmacies.

What an excellent shop assistant says should be clear in logic, clear in hierarchy, clear in expression, vivid in speech and euphemistic in tone; The speech highlights the key points; Don't be redundant, don't be wordy; Not exaggerating, not saying much; Under no circumstances can you insult, satirize or dig at customers; Do not have disputes with customers; Words vary from person to person; Service taboos cannot be used.

When you speak, you should also pay attention to using more requests and less commands; Use more positive expressions and less negative ones; Use the method of first demotion and then promotion; Of course, words should be accompanied by appropriate expressions and actions.

3. Pay attention to telephone courtesy

Some customers will call the pharmacy, or ask for medicine, or need consultation, or complain. If the clerk who answers the phone is perfunctory or even impatient, it will greatly damage the credibility of the pharmacy.

Specific rules for answering the phone:

(1) After connecting the phone, you must register first; "Hello, this is the XX branch of CITIC Pharmacy, and I am XXX."

(2) When you receive a phone call from someone, you should transfer it to the person you are looking for as soon as possible. If you can't find it, explain it clearly, leave a message as much as possible, and write it on paper if necessary.

(3) When you can't answer clearly, ask the other party to wait for a while, and then make a reply when you understand.

(4) When you need the other person to wait, you need to say, "Excuse me, please wait a moment."

(5) Pay attention to etiquette when ending the call, and have words of thanks and farewell.

4. Be familiar with reception skills

Shop assistants have to face all kinds of customers every day and adopt flexible and diverse reception skills to meet the different needs of customers, so that they can come happily and leave satisfactorily.

Excellent shop assistants receive customers with different identities and hobbies in the following ways:

(1) Be polite when receiving new customers and leave a good impression;

(2) The reception of familiar old customers should highlight enthusiasm and make her feel like meeting a bosom friend;

(3) receive impatient or anxious customers, pay attention to speed, and don't let her buy drugs;

(4) Be patient when receiving smart customers, and don't show boredom;

(5) When receiving female customers, we should pay attention to recommending new drugs to satisfy their innovative mentality;

(6) When receiving elderly customers, we should pay attention to convenience and practicality to make them feel fair and practical;

(7) When receiving customers who need advice, be their advice, and don't shirk it;

(8) Receive independent customers, let them choose freely, and don't disturb her.

5, master the display skills

Clever display of drugs can reduce the time for customers to choose. When displaying drugs, the clerk must try to attract the customer's senses and stimulate her desire to buy. The clerk should hand the medicine to the customer with both hands, not with one hand or directly on the counter, and at the same time, there should be appropriate words to express it.

Step 6 be proficient in persuasion skills

When customers buy medicine, their psychology is not static. The clerk can give sufficient reasons to make her trust in a drug, get the customer's approval and make a purchase decision.

Generally speaking, as long as the customer makes a request and has any objection to the medicine, the clerk needs to persuade and persuade her. When a customer raises an objection to the medicine recommended by the clerk, the clerk must answer her objection and give an explanation. This process is essentially a process of persuasion.

7, master the calculation skills

Here, the clerk is required to skillfully calculate the total price of drugs purchased by customers. Slow and procrastinating calculation will make customers' trust in you disappear, so all previous efforts are in vain.

8, innovative packaging skills

This technology is mainly suitable for the packaging of Chinese herbal medicines. If you lose customers because of poor packaging, you will lose more than you gain.

Pay attention to the following points when packing:

(1) The packaging quantity should be fast, the packaging quality should be good, and the packaged drugs should be safe, beautiful and convenient.

(2) Before packaging, check the quality and quantity of drugs in front of customers to reassure customers;

(3) Pay attention to the protection of drugs when packaging to prevent drugs from being damaged and polluted;

(4) The packaging operation should be standardized;

(5) In the process of packaging, three prohibitions should be observed:

A. chat packaging is not allowed;

B. No package leakage or loose bundle is allowed;

C. It is not allowed to deliver drugs to customers with one hand;

9. Do a good job of returning goods

Under certain principles, pharmacies allow returns and dressing changes according to specific conditions, and few customers return them without reason. On the contrary, allowing returns increases customers' confidence in buying, which plays a great role in improving the reputation of pharmacies and attracting customers.

In the process of returning goods, the clerk should do the following:

(1) The best way to show the sincerity of pharmacies is to correctly understand and deeply understand the handling of return and exchange. We should realize that the trust of customers is a treasure that cannot be exchanged for tens of millions of dollars.

(2) Treat customers with love, not afraid of trouble, not shirking, and being anxious about customers.

(3) In the process of returning goods, apologize to customers and ensure that similar things will not happen.

10, basic knowledge of drugs

If the clerk can't even tell the name of the medicine he sells, how can he convince the customer? Shop assistants should not only have smiling faces, but also learn all kinds of medical professional knowledge and service knowledge, so as to "know what they sell and learn what they use".

A good shop assistant must know the following knowledge about drugs:

(1) drug name, manufacturer and place of origin;

(2) Composition, pharmacology and pharmacokinetics of drugs;

(3) the use of drugs;

(4) drug after-sales service commitment.

So where can the clerk learn about drugs?

(1) Learn through the packaging and instructions of the drug itself;

(2) Learn from experienced shop assistants;

(3) Learn from knowledgeable customers;

(4) Learn from manufacturers and wholesalers;

(5) Learn from your own experience;

(6) Learning through newspapers, professional magazines and other publications;

(7) Learning through internal training.