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1、 Service etiquett：人员必备的素质和基本条件。出于对客人的尊重与友好注重仪表、仪容、仪态和语言、操作的规范；自内心的热忱地向客人提供主动、周而表好风度与素养。 Service etiquette: is the service personnel necessary quality and basic conditions. For the guests respect and friendship, in the service should pay attention to instrument, appearance, manner and language, opera
2、tion standard; Enthusiastic service requires the waiter from the heart to the guest warmly provide active, thoughtful service, so as to show the waiter good grace and accomplishment.,一个人永远没有第二次 给别人第一印象的机会的特点 普遍性、继承性、差异性、时代性 的职能 塑造个人形象、塑造组织形象、沟通信息、联络感情 The characteristics of service etiquette： Univer
3、sality, inheritance, difference, the time The function of service etiquette： Shape personal appearance, shape organization image, communication information, contact feelings,有的内容，就以为例 There are a lot of the content of service etiquette ， Take the hotel service personnel， for example,当前，饭店业激烈的市场竞争，实质
4、的竞争。饭店的生存和发展、声誉和效益、市场和客源，靠的是向宾客提供全方位的种“宾客至上和热情友好、真诚和，可使客人在感官上、精神上产生尊重感、亲切感。讲究礼仪是的关键，是须。 At present, the hotel industry of the fierce market competition, the essence is the quality of service competition. The hotels survival and development, reputation and efficiency, market and tourists by guests to
5、 provide a full range of quality services. A kind of guests first service spirit and warm and friendly, sincere kind service attitude, can make the guest in sensory and mental produce respect feeling, cordial feeling. Exquisite manners excellent service attitude is the key, is a superior quality ser
6、vice must be 作为事业单位和行政机关来说。随着行政职能的转换、人们权益意识的越趋强烈以及社会发展的趋势来说，“为成了清晰、可执行的具体行为规范，就是务对象。作为公务人也就成了他们的“顾客”。Service consciousness As for institutions and administrative organs. Along with the administrative function transformation, people consciousness of rights and increasing strongly and the trend of the
7、 development of the society, it serving the people and became clear, executable specific code of conduct, which is really good services to the service object. As a public official, service object become their the customer.,.,仪表,.,* 要拆除衣袖上的商标 * 要熨烫平整 * 要扣好纽扣 * 要不倦不挽 * 要慎穿毛衫 * 要巧配内衣 * 要少装东西,.,语言礼仪 - 礼
8、貌用语,祝贺用语 祝您生日快乐！ 祝您新春愉快！ 致歉用语 很抱歉先生，为了您的安全，我们需要核对一下您的身份证。 对不起，让您久等了！ 实在对不起！,.,站姿要领：抬头、挺胸、收腹、提臀、 含颚、夹肩、目视前方，两腿自然站立,女士：脚跟并拢，脚尖成30至45度，双手重叠置于腹前 男士：双脚开立，略窄于肩，脚尖向前，右手自然握拳 置于背后，左手握住右手手腕,站姿 仪态,.,仪态坐姿,坐姿要领：入座要轻，坐满椅子的2/3，头平正，挺胸、夹肩、立腰,女士：双膝自然并拢，双 手重叠于一条腿上 男士：双膝分开，略窄于 肩，双手自然分置 于腿上,.,不雅的坐姿,.,行姿要领：抬头挺胸，不左顾右盼， 手臂
9、自然摆动，前后摆动的幅度为 30-40厘米，手臂外开不超过30度,仪态行姿,女士：步伐轻盈，步幅适中，不拖泥带水 男士：步伐稳重，速度适中，充满自信,.,仪态-拾东西,YES,NO,.,仪态-上车,双腿并拢 先坐上车 再挪入车,.,仪态下车,双腿并拢 先出双腿 身体随行,.,鞠躬礼的正确运用,请多用这样的手势,.,动作要领： 上身稍前倾，面带微笑 右手伸向对方与对方右手相握 眼睛平视对方，同时寒暄 握手的时间一般不超5秒钟,注意事项： 强调“五到”：身到、笑到、手到、眼到、问候到 握手的顺序：以长辈先、女士先为原则,见面礼节握手礼,.,递交名片： *不可递出污旧或皱折的名片 * 名片夹或皮夹置
10、于西装内袋，避免由裤子后 的口袋掏出 * 起身站立走上前用双手或右手把名片正面字对着对方递出* 面带微笑并说“多多关照”“常联系”等、最好先做一下自我介绍。禁 忌： 左手递、背面、字向颠倒、手指夹、举高于胸部,见面礼节递交名片礼,3A Principle,Accept Appreciate Admire,Accept To accept the customers, no judgment for the customers. And respect the customers choice because the customers are always right. 接受顾客，不要对顾客加
11、以非议，尊重顾客的选择，顾客永远是对的。,Appreciate Attached to the customers, are to appreciate them. To find customers advantage and dont make a correct in public. 重视顾客，就是欣赏顾客。多找顾客的优点，但不要当众指出错误。,Admire Admire the customers. Seek the truth from facts, not too much touted and adapt to the customers. 赞美顾客。实事求是，不过分吹捧，适应顾客。,Thank you,Thats all,
