What is the meaning of service etiquette? There are many occupations in the world, and everyone has a different understanding of different occupations. Every profession has its own characteristics and advantages, which are worthy of respect. What does the following sharing service etiquette mean?

What does service etiquette mean? 1 Service etiquette refers to the essential qualities and basic conditions of personnel in various service industries. Out of respect and friendship for guests, we should pay attention to the norms of appearance, appearance, manners, language and operation in service. Enthusiastic service requires the waiter to provide active and thoughtful service to the guests from the heart and enthusiasm, thus showing the good manners and cultivation of the waiter.

Characteristics of service etiquette: universality, inheritance, difference and times. The function of service etiquette: shaping personal image, shaping organizational image, communicating information and connecting feelings.

Basic quality of service personnel

Service etiquette: it is an essential quality and basic condition for all kinds of service industry personnel. Out of respect and friendship for guests, we should pay attention to the norms of appearance, appearance, manners, language and operation in service; Enthusiastic service requires the waiter to provide active and thoughtful service to the guests from the heart and enthusiasm, thus showing the good manners and cultivation of the waiter.

Service consciousness

As a public institution and an administrative organ. With the transformation of administrative functions, the enhancement of people's awareness of rights and interests, and the trend of social development, "serving the people" has become a clear and executable specific code of conduct, that is, truly serving the clients. As civil servants, clients have become their "customers".

As an enterprise. China's economy has entered a market economy. Market economy is a competitive economy, and one of the focuses of enterprise competition is service. What kind of service concept is used to guide service activities is very important for winning competitive advantage and mastering the initiative to win business.

Since 1998, the data released by the National Bureau of Statistics show that the output of most material materials related to people's basic life has become saturated. These signs indicate that the operation centers of enterprises in China are undergoing subtle changes, and enterprises must make more efforts in service to meet the challenges of the service competition era.

Once a unit wanted to recruit a department head, and the only interview question was: "Who will pay you?" This is actually a question of service consciousness. In the end, only one person was admitted, and his answer was: "The unit paid me because it provided me with a stage; Customers pay me because they bring us benefits; I pay my own salary, because everything depends on my own subjective efforts. "

In service practice, we must do the following:

Treat customers as relatives and friends.

Only by receiving every customer with high-quality emotional service can customers pay more attention to and support your unit with greater enthusiasm, and the relationship between the unit and customers can enter a virtuous circle.

In the service practice, treat customers with the heart of relatives and friends, and welcome every customer with a smiling face and a hundred times of enthusiasm. When serving customers, we should think about what customers think, observe their psychology and solve their problems.

The customer is always right

With the rapid development of market economy and the growing consumer rights movement, this sentence was put forward by western business circles and is a concrete embodiment of the slogan "customer is God".

The real meaning of this sentence is not to say that the customer is really right, but to make him feel that he is right.

What does service etiquette mean? Eight gestures in service etiquette.

Gesture guidance etiquette is a very frequently used gesture in service etiquette.

When the guest visited, he gestured welcome, invitation and instructions. Skilled and standardized movements can leave a good impression of being well-trained and trustworthy.

If you want to stretch your beauty, you must first master the essentials of action: fingers are straight and close together, hands and forearms are in a straight line, elbow joints are naturally bent, palms are tilted upward, so that the back of your hand is at a 45-degree angle with the ground, and you should keep a kind smile on your face, especially when inviting.

At the beginning of the action, the gesture should be raised in front of the abdomen, gently put aside with the elbow as the axis, and stop when the waist and the front of the body are 45 degrees, and the other hand naturally hangs down.

Lean forward slightly and look at the other person or the direction of the invitation.

Only in this way can we naturally show respect and courtesy to others.

Remember not to take back your smile immediately when you finish the action and move your body backwards, and keep a kind smile at the same time.

This action can be used to mean "come in" and "please".

When guests are seated, gestures should be placed where the seats are.

The essentials of the action are the same as those of "please", but the difference is that the skill should be lifted from one side of the body, above the waist, and then to the hem, so that the big and small arms form a diagonal line, the elbow joint naturally bends, and finally falls in the direction of the seat.

The gesture of leading upstairs can point your finger at the stairs on this basis.

When you need to give directions to the guests, put your fingers together, straighten your palms, bend your elbows from the front, swing in the direction of the guests' lifting, and stop at the height of your shoulders. Your elbows will be slightly bent, which will be more beautiful.

Sometimes, when we hold something in our left hand and need to guide our guests to the left, we don't have to change it to the right hand and the left hand. We can guide them to the left with our right hand, and their elbows will naturally bend, so that we can be a guide hand.

When guiding guests, if you are guiding guests in the corridor, the guide should walk in front of the guests on the left, let the guests walk on the right, and walk on the left of the corridor to be consistent with the guests. Always pay attention to the back. When you come to the corner, you must first stop, turn around and say, "This way, please", and then continue walking.

Try to keep your guests in a safer position.

When guiding guests upstairs, if the distance is very close, you should let the guests walk in front and guide the personnel to walk behind. Pay attention to the female leaders in skirts and never walk in front of the guests.

If you need to guide a long distance or go downstairs, the guide should walk in front and the guests should be behind. When going up and down the stairs, the guide should pay attention to remind the guests to pay attention to safety (if there are special circumstances, special treatment is needed).

When going up and down the stairs, you must first stop and say "This is the entrance to the stairs", and then guide the guests to walk on the railing and close to the wall, but you don't have to stick to who is inside and who is outside, and you should also avoid the guide wandering around the guests in order to keep them inside.

The purpose of guidance is firstly to clearly guide the guests to the correct position, and secondly to feel respect during the guidance process, and flexibly determine the position of the guide according to the position, distance and actual road conditions.

A friend mentioned whether the left hand can take gestures.

When we talk about guidance, sometimes we don't have to worry about whether we have to use our right hand or our left hand. If the guest has appeared on your right, you don't have to bypass the guest's right guidance. You can naturally guide them with your left hand.

Also, when you pick up the guests in the corridor, you pick them up in front of the guests on the left. Naturally, your guiding gesture should be done with your left hand.

Etiquette trainer tips:

1. When using these boot actions, there is usually a corresponding language. The language should be Mandarin, and the voice should be appropriate, gentle and friendly;

2, pay attention to the direction, don't point it out with a finger, it is impolite;

3. Don't use chin tips when leading;

Don't look around and be absent-minded when leading.

What does service etiquette mean? 3. Some misunderstandings in the service.

Good attitude and poor professionalism.

This is the most service situation I have ever seen. I call it a situation because it should not be the service level that an enterprise should have.

What is the essence of service?

Some people classify services as part of "sales", others as part of "camp", and more people treat services separately.

There are many ways to classify services, such as by service process, by service content, by service object, etc., but no matter how they are classified, some basic principles remain unchanged.

And I think the essence of service lies in two words: problem.

Prevent, avoid, find and solve problems.

If you can do this? Only majors.

Specialty refers to many aspects, not only your specialty of commodity knowledge, but also the specialty of service, verbal expression, skills and methods. Of course, the point here is that you can use your professional knowledge to solve customers' problems.

This reminds me why some technology giants have bad interpersonal relationships and bad attitudes, but many companies still try to use them because they can solve problems that others can't.

A good attitude can solve service problems and customer complaints, which was the view of the last decade.

I remember that some companies also specially trained at that time: when you can't solve the problem of customer complaints, remember that the attitude must be good, too good to be good, or even good to impress customers.

But now this trick no longer works.

To paraphrase that sentence: What do you want the police to do if an apology is useful?

Maintaining a basic attitude and solving customer problems professionally is the right way.

This is particularly prominent in the maternal and child industry.

When the earliest maternal and child stores were just on fire, everyone was similar to the original service clothes and convenience stores. They all arrange shopping guides and face-to-face sales, and their main functions are sales. Later, customer service gradually increased, and the two were separated.

Slowly, the merchants found that the information of customers, especially Baba Ma Bao, was getting richer and richer, and even some rumors would be widely spread, which forced the merchants to start thinking, and interested merchants began to start with their careers. Now, the more popular ones are mother-infant teachers, pregnant and baby teachers and so on.

Mother-infant teachers appear for solving professional problems.

However, the professional level of most maternal and child businesses is still much worse just by hanging the name of a maternal and child teacher.

Opponent well, let's learn from it.

First of all, I pay tribute to the intentions of these businesses.

In this era, it is good to be eager to learn, and the shortcut to learning is of course to learn to be a good competitor.

So we saw some enterprises form groups to study. Before that, they studied Wal-Mart and Carrefour. Later, I learned about Fat Donglai, Xiaomi and various eslite and good products. ...

This reminds me of China football. When Germany won the championship, it learned from Germany, when samba was popular, it learned from Brazil, and when Spain was born, it learned to pass and control. The result is not as good as it was 20 years ago.

The same is true for services.

I remember a few years ago, I chatted with the owner of a township supermarket. He proudly told me: Look at our service level, welcome guests, send them off, accompany them and so on. , all from a supermarket, and it is the only one here.

I asked him: Do you think the effect is good? What do front-line employees think? Why are you the only one doing this here? Have you ever thought about it?

In a few days, he told me, read, thought and understood.

People here are used to this kind of chatting service or communication: grandpa, aunt, big brother, have you eaten? Coming? See what to buy? The result is this: hello, welcome, nodding and bowing, everyone feels uncomfortable and uncomfortable.

Moreover, the implementation of the whole system depends on fines. It is conceivable that the mood of front-line service employees.

Another, many times, we only learned the appearance of our competitors, far from seeing what is behind the appearance.

Learning is good, but learning does not mean plagiarism, and learning must not be static.

Good. Keep it up.

This point has been gradually valued by many businesses, including some well-known retailers, such as 7- 1 1.

Our real competitors are the ever-changing customer needs.

It turns out that our customer analysis, customer hierarchy analysis and customer group analysis can be used for several years, but now, many practitioners find that they can't keep up.

Demand changes faster and faster, and the scope of demand is wider and wider.

Today, we scored 100 for the same service, but tomorrow, we did the same work and reached the same standard. Our internal score is still 100, but at the customer's place, it may only be 85 points.

Because the customer's standards are gradually improving.

Service, as long as customers enjoy its benefits once, will not come down again, and the experience requirements are getting higher and higher.

At this point, we can look at Haidilao and Pangdonglai. His service has really been improving. If you don't go for a month or even a week, you will find that the service has changed, even a little.

Service is a trivial and detail-oriented thing, and there will be no earth-shattering actions. Just make a little progress every day.

Clear rewards and punishments, improve service

There are many disputes about rewards and punishments in service, similar to KPI assessment.

Therefore, in addition to KPI assessment, many enterprises now increase OKR assessment and even pay attention to OKR (objectives and key results).

Poor service and many customer complaints, should it be punished? Good service, do you want a prize?

What is the standard of poor service? What is the standard for doing well? Can services be quantified?

These questions may have answers at first glance, but when we think deeply, it seems that there is really no clear answer.

How to improve the service level and make employees happier is a problem that many enterprises have to face.

When Xiaomi's orders were overwhelmed, Lei Jun introduced a customer service supervisor with more than ten years of professional experience. When reporting her work for the first time, she prepared a thick stack of paper, which was a summary of Xiaomi's customer service data and work report, and also wrote dozens of pages of improvement plans. After reading these contents for a long time, Lei Jun said to her: "You are a professional in customer service, and I am an amateur ... I will only give you an indicator: how to make your little friend love customer service from the heart?"

Of course, specialty is the foundation, and the processes, norms and skills of various services are the premise, and then we can talk about skills and unhappy issues.

Without major, we are not qualified to talk about unhappiness.

Similarly, a reasonable salary is also necessary to improve service. After all, the quality of service, if not reflected in the salary, will certainly become a mess.

Personal suggestion to give front-line service employees more career opportunities, horizontal and vertical choices, may be a good way to solve this problem.

After all, in the first line, you should have got more opportunities.

This is the service department's business

I mentioned this point in the article before the joint venture. com。

Our services can be simply divided into internal services and external services.

The premise of better customer service is that enterprises serve employees first, and all departments of enterprises have served each other well before.

Everyone has a sense of service, and such enterprises will last longer and be more competitive.

It's hard to imagine that all departments within an enterprise can't provide high-standard services to each other, but if they just pass the buck, the enterprise can provide good services to customers.

There are many things worth thinking about and discussing about service.