And this kind of spiritual communication is realized through behavior, so we should strengthen the research on behavior. In the process of service, on the one hand, employees' behavior must have strong expressive force, which can strongly express employees' enthusiasm, friendliness and concern for customers, and infect customers through their own performance, mobilize customers' enthusiasm and emotions, and make customers have a good psychological state when receiving services, so as to have a good psychological foundation when evaluating services. On the other hand, employees should always pay attention to customers' behaviors, understand customers' inner needs, and satisfy customers with their own services in time. In this way, on the surface, employees and customers just talk about behavior, in fact, customers have been psychologically satisfied. Therefore, from this way of communication, we can provide psychological services for employees from two aspects, namely, expressing ourselves generously and serving customers carefully. 1, service personnel should show themselves generously, so that customers have a good psychological state. Facts show that guests who are generally in a state of excitement, satisfaction and joy are more likely to be satisfied with the service. Even if the service staff has defects in some aspects, it is easy to understand or even ignore them, but guests who are in a psychological state such as anger, sadness, anxiety and embarrassment are more likely to be dissatisfied and picky about the service. Therefore, how to make the guests have a good psychological state is a very critical issue when the service personnel are limited by time, work place and professional role. You can try to start from the following aspects. Show your humility to customers through your behavior. Humility is a good behavior, which means being very sensitive to customers' feelings and avoiding unnecessary violations in words and deeds. When the service personnel don't understand the guest's question, don't simply ask "What? What did you say? " Instead, you should ask, "I'm sorry, can you repeat that?" Or: "Would you please say that again?" Instead of telling guests what they must do, it is better to adopt a suggested way: "I think ...". What do you think? " Humility is an acquired conditioned reflex, which can be trained by some methods. For example, Sheraton Group has a training program called "Pledge of Humility". Express your kindness to customers with your words, expressions and actions. In hotel service, the interpersonal communication between service personnel and guests is generally a "short and shallow" communication. In this kind of communication, the service personnel's concern for the guests can't just stay in their hearts silently, so that the guests can experience it themselves, and they can't expect to "see the horsepower from a distance and see people's hearts for a long time". Instead, they should show it in time and let the guests know that you are good to him, confident in yourself and have a good impression on you. Tell him in your soft language and cheerful tone that you welcome him very much; Tell him with your honest eyes and bright smile that you are happy to serve him; Tell him with your elegant gesture and elegant action that his satisfaction is your greatest pursuit. Show your continuous concern for customers with your timely response. Everyone is eager for attention. Psychologists have even found that the most important psychological benefit of feeding animals is that animals will pay attention to people. As the saying goes, when you go out to see the sky, you can see people's faces. A customer who is away from home is sensitive to his own psychological state and especially cares about other people's attitudes. At this time, the service staff responded in time and properly in the service, expressing not only what you have done for him, but your constant concern for him and your highly valued attitude towards him. For example, in the process of eating, customers accidentally knock chopsticks to the ground. If the service staff sends a pair of clean chopsticks in time, the service staff will not only send a pair of chopsticks, but also pay attention to the customers all the time. However, if the customer knocks his chopsticks on the ground and then turns around and asks the service staff to change a pair of clean chopsticks, it may only take a few seconds, and then the service staff will only hand over a pair of chopsticks. Use flowers and applause to show that you want customers to be happy. In the process of service, service personnel should not only win applause from customers with skilled technology and superb skills, but also learn to send flowers and applause to customers. Psychological research shows that one's self-evaluation is closely related to others' evaluation of him. If a person often gets positive comments from others, he will be very proud. On the contrary, if he often gets negative comments from others, he will feel inferior. Therefore, service personnel should not only praise the guests themselves, but also learn to create opportunities for customers to display their talents and get praise from other guests. In this way, guests will feel proud after receiving positive comments from others, and pride is a great psychological satisfaction.