-Basic principles of etiquette
☆ Communication between verbal and nonverbal information
☆ Etiquette details that are easily overlooked in social activities.
The second part is cordial and polite, and both sides are happy.
-Business social etiquette
The way to salute.
Do guiding etiquette.
Handshake etiquette
☆ Meet and introduce greeting etiquette.
☆ Welcome etiquette.
The third part is to be a popular businessman.
Office etiquette
Telephone etiquette
Etiquette among colleagues
Etiquette with superiors
Etiquette with subordinates.
☆ Etiquette of visiting customers
The fourth part: cloud needs clothes, flowers and capacity
Personal professional image construction
☆ International dress-show your best image, appearance, walking posture, sitting posture and standing posture.
The fifth part is case analysis and field practice.
Part of standard voice of service process.
First of all, welcome the staff.
(Straight to the point)-"Dear guests, hello, welcome! How many of you? "
(Guide the guests upstairs)-"This way/this way, please."
(Guest leaves)-"Welcome to visit next time. Please take care. "
Second, the service personnel
Knock on the door three times, open the door, get an answer and enter the box.
-"Hello, distinguished guest, what kind of tea do you use?"
(turning from the box to get tea)-"Just a moment, please."
(Put the tea in the box)-"Please enjoy your meal."
(guiding the guests downstairs)-"This way, please/This way, please. Please take your belongings with you. "
Third, technical personnel
Knock on the door three times, open the door, get an answer and enter the box.
(self-introduction)-"Hello, distinguished guests, I'm XX technician, and I'm glad to serve you!"
-"Is the water temperature ok?"
(introducing services)-"We have many services. Which one do you choose? "
(Going out to get the medicine bag)-"Just a moment, please."
(taking the medicine bag into the box)-"May I open the package?"
(Ready to start foot bath service)-"Hello, our service time is 100 minutes, and now it's X point X minutes, please supervise."
(Ready to start local massage service)-"This is a local massage for you."
(End of service)-"Hello, distinguished guests, our service has ended. We have prepared two gifts for you, socks or paper. Which do you prefer? "
(Going out to get a present)-"Just a moment, please."
(Conclusion)-"I'm glad to serve you next time!"
Fourth, the cashier
(Guest pays the bill)-"Hello, VIP, you spend one yuan."
(Small change for guests)-"Here is your change, please keep it."
Part VI: Handling of customer complaints
There are many reasons why customers complain or even complain:
Unreasonable customer demand
Complaints caused by service errors
Four psychological effects in the process of customer complaints
Principles for handling general complaints
Dealing with various complaint scenarios:
In the face of emotional complainants
Find fault and take advantage of small things.
A burst of abuse broke out
The happiness of the old drunkard lies not in the wine, but in other things.
break one's promise