learn to speak, learn etiquette

Chapter 37 Understanding Business Service Etiquette (10)
After the customer enters the store, the service staff should take the initiative to introduce the service items and display the relevant atlas. When the customer chooses a beauty item, the service staff should be a good staff for the customer.For customers who lack beauty knowledge, we should explain it patiently and comprehensively to help customers choose beauty items suitable for their occupation, identity, personality, taste and their own conditions.

Beauty and hairdressers must be careful and meticulous during the operation process, and ask customers from time to time, "Are my hands heavy?" "Is the water hot?" "Is that so?" It will make the operation process easy and pleasant, and can shorten the distance with customers; if customers are not satisfied, they should be handled appropriately according to different situations.When it belongs to you, you should apologize to the customer and try to remedy it immediately; when it is not your own problem, explain it to the customer politely, patiently and calmly, and don't argue with the customer.

After the service is over, ask the customer again whether they are satisfied and whether there is anything to be improved.If customers are dissatisfied, service personnel should take a responsible attitude to customers, listen carefully to customers' opinions, and solve them in a timely manner.If you really can't solve it, you must explain it patiently.If the customer is still not satisfied, ask the manager to come forward to solve it.If it is a mistake of our store, we must first apologize to the customer, and then take measures to make up for the loss of the customer.

If the customer is satisfied with the beauty and hairdressing results, thank you, and the service staff should say politely; Serving you again" etc.

When customers want to leave the beauty salon or hair salon, the service personnel can help the customers to take coats, coats, scarves, etc.Bags or valuables, it is best to let customers do it themselves.

When customers leave the hotel, they should see them off with them, say goodbye with polite words such as "welcome again" and "goodbye", and send them far away with their eyes.

([-]) Entertainment

Entertainment services mainly include dance halls, karaoke, music cafes, etc. Service personnel should provide services in accordance with the general requirements of service industry etiquette.Before opening, you should make preparations, carefully adjust the lighting and sound system, do a good job of cleaning and sanitation before the venue, prepare drinks and related utensils, and arrange entertainment venues, etc.

In the process of providing services, the following special etiquette should be observed:
When guests come to ballrooms and private rooms, they should be warmly received and greeted politely: "Miss (Mr.), welcome!"

After the guests are seated, they should introduce the drinks served that day for the guests to choose.If there is more than one person, the drinks ordered by each guest should be recorded.For karaoke halls, songbooks should also be provided for guests to order songs while ordering drinks.

Use a tray to serve the drinks ordered by the guests, and serve the drinks from the right side of the guests in the order of courtesy from old to young, from female to male, from the guest of honor to ordinary guests, and say politely and politely, "This is yours." drinks"!In the karaoke hall, you should use the time of delivering drinks to hand over the song list ordered by the guests to the service desk, and input it into the computer in sequence according to the order number.When it is the turn of the guest who ordered the song to sing, the guest should be guided to sing on the concert stage.

During the dance, the service personnel should stand and serve, and pay attention to observe the service needs of the guests at any time; maintain the order and hygiene of the venue.

etiquette experts remind you

The noise of the ballroom shall not exceed 50 decibels (dB), and the illuminance shall not be lower than 500 lux (1x).

Five minutes before the end of business, all service personnel should stand in front of the business hall under the leadership of the foreman, ready to see off customers.The business (dance, teahouse, concert) is over, and we say goodbye to the departing guests: "Thank you for coming, welcome to come again."

([-]) Sports and fitness
There are many sports and fitness service items. Here are a few more common service items, focusing on the service etiquette requirements.

swimming pool

Generally, a service desk is set up in front of the swimming pool, and a special person is responsible for welcoming and seeing off guests.The guests should welcome them when they arrive, politely hand over the locker room (cabinet) keys and towels, take the guests to the locker room, and remind the guests to keep their clothes properly; Pay special attention to the elderly and children to avoid accidents. This is a great respect for the guests; after swimming, take the key back to the locker room (cabinet) and politely remind the guests to count their clothes;

保龄球

When guests come to the bowling room, they should be warmly welcomed and handed the clean and intact bowling shoes to the guests politely.Guests are kindly requested to choose bowling balls of appropriate weight, distribute the lanes respectfully, and send score sheets for the guests to keep score by themselves.If the guest asks for help with scoring, the waiter should provide help.For the first-time guests, the waiter should help them choose a ball of appropriate weight according to gender, age and weight, and introduce the steps, skills and methods of the activity in detail to avoid accidents such as sprains during the activity.After the event, the waiter should take back the bowling ball and supplies, ask the guest to check out, thank the guest after receiving the payment, and welcome to come again.

Gym

The gym mainly includes treadmills, bicycles, weightlifters, rowing machines, massage machines, squash and other fitness equipment.

In addition to warmly welcoming the incoming guests, the waiter should take the initiative to introduce the type, performance and usage of the equipment.For guests who do not know how to use equipment, technical guidance and assistance should be provided, and demonstrations and explanations should be given to guests.When the guests are operating, they should pay attention to the safety of the guests, and provide fitness protection for the guests at any time to prevent accidents.

[-]. Manners of personnel in the tertiary industry

Deportment generally refers to the various postures presented by people's bodies, that is, the specific shape of the body.Sometimes, deportment is also called posture and appearance.

According to the requirements of service etiquette, service personnel must pay attention to the correct use of body language in their jobs. They must not only effectively use their own body language, but also accurately understand the body language of others.

To effectively use your own body language, you need to seriously overcome your own bad habits in manners, and strive to make it civilized, polite, elegant and generous.At the same time, only under the premise of truly experiencing the inner emotions of others, can it be possible to accurately understand the body language of others.Only when this is done can the service staff be so-called empathetic.

Seven Basics You Should Remember

From the perspective of service recipients, the expression and demeanor of service personnel at work is often directly related to their professional quality, etiquette and work attitude.

In the service etiquette of many countries, when the service industry conducts pre-job training for its employees, smiling is often listed as one of the important training subjects.

In interpersonal communication, standing posture is the foundation of a person's overall demeanor.If the standing posture is not beautiful, other postures cannot be graceful and elegant.Therefore, under normal circumstances, service personnel should adopt a standard standing posture.

When service personnel walk at work, especially when their walking posture is obvious to all, they must comply with the requirements of etiquette regulations, so as to be elegant and stable while maintaining a correct rhythm.

When serving in a squatting posture, service personnel should master the standard squatting posture, and should not leave an uncivilized impression on the service object.

In general, service personnel are not allowed to take a sitting position in the service position.If you need to adopt a sitting posture during the service process, you must also consciously adopt the correct sitting posture.

When the service personnel make gestures, they should pay attention to softness and smoothness, and avoid rigidity and lack of charm.At the same time, cooperate with eyes, expressions and other gestures to make gestures more harmonious and generous.

expression
([-]) Expression requirements
There are four main rules that service personnel must follow when using facial expressions in service positions:
Be courteous
friendly expression
Timely adjustment
sincerely
Be courteous
Serving people and treating them with humility can be seen intuitively not only from the facial expressions, but also highly valued by the service objects.Therefore, service personnel must make their expressions respectful to others and humble to themselves in their work.

friendly expression
At work, treat any client you serve with kindness.This attitude should naturally be reflected in one's expression and demeanor.The so-called "welcome guests from all over the world with a smile and make friends from all over the world" actually means that the service personnel are first required to have a friendly expression during the service.

Timely adjustment
From a general point of view, a person's expression and demeanor can be solemn and tolerant, or lively and playful.Sometimes, it can also express dissatisfaction, anger or sadness.No matter what kind of expression and demeanor is used, the service personnel must remember to make it match the atmosphere of the scene and the actual needs.This is the so-called expression and demeanor should be timely.For example, when the client is extremely unhappy, if you greet him with a smile, you will definitely not get good feedback from the client.

sincerely
When service personnel serve people, their expression and demeanor should not only be humble, friendly, and timely, but also sincere and sincere.Doing so will give people a sense of being the same as the outside and the inside, and worthy of the name.Never falsify your facial expressions.It should be noted that if you want to play tricks on facial expressions, you will only be deceiving yourself and others.

Strictly speaking, a person's expression and demeanor usually depend on the coordinated actions of various parts of his body.Therefore, in addition to the face, other parts of the human body can also show human expressions.However, it is an undeniable fact that when observing any person's expression and demeanor, people often focus on their face, and pay special attention to the changes in their facial expression and demeanor.

etiquette experts remind you

In order to conform to people's habits, when service personnel learn and train their facial expressions, they should focus on the changes in the specific shape of the face, especially the changes in eyes and smiles.

([-]) The use of eyes
Eyes refer to a series of activities performed by the eyes when people are gazing, as well as the demeanor they show during this process.Among all the facial expressions of a person, the eyes occupy a decisive position.

So people often say: "The eyes can speak".The great Indian poet Rabindranath Tagore further explained this, he said: "In the eyes, thought opens or closes, shines or sinks into darkness, hangs still like the setting moon, or illuminates the vastness like a flash of lightning. sky." His words, if summed up in one word, mean that the human eye can convey the spirit.

When serving people at work, the service personnel should naturally pay more attention to the other party, otherwise they will be neglecting the other party and being supercilious.Slight exceptions are only allowed when displaying or introducing goods or services.

Service personnel should pay attention to the position and angle of looking at others and take into account when serving multiple people.

use of eye requirements

gaze point

gaze angle

Take care of multiple parties
gaze point

When the service personnel look at the service object, the specific part of the other person's gaze is often related to the distance between the two parties and the nature of their work.According to the provisions of service etiquette, when serving people, the service staff can look at the four regular body parts of the other party as follows:

1.each other's eyes
Looking into the other person's eyes can not only show that you are paying attention to the other person, but also that you are listening to what the other person is saying.When greeting someone, listening to a story, asking for advice, emphasizing a point, expressing sincerity, congratulating someone, or saying goodbye, look into the other person's eyes.However, the time should not be too long, otherwise both parties will be more embarrassed.

2. The other person's face

When talking with the client for a long time, you can focus on the entire face of the client.When looking at other people's faces, it is best not to focus on one point, but to use scattered points and soft eyes.When receiving a client at work, it is most common to look at the client's face.

3. The opponent's whole body

When the service object is far away, the service personnel should generally focus on the other party's whole body.This is often necessary during standing service.

4. Part of the opponent

During work, service personnel often pay more attention to a certain part of the client's body due to actual needs.For example, when passing an item, look at the other person's hand.When trying on shoes for a customer in a shoe store, watch the other person's feet.But it's best not to do it when it's not necessary.In particular, it is impolite to look at the top of the client's head, chest, abdomen, buttocks, or thighs without any reason.When the other party is of the opposite sex, staring at those "forbidden areas" will also arouse strong resentment from the other party.

gaze angle

When the service personnel look at the client, it is often very important whether the specific angle they adopt is appropriate.There are mainly three specific perspectives that are convenient for service work and do not cause misunderstandings for service targets:

1. Face each other squarely
Face-to-face, that is, when looking at others, face them head-on.At the same time, the front of the upper body must face the opponent.Even if the client is on one side of your body, when you need to look at the other person, you should turn your face and upper body to the other person at the same time.To face up to others is a basic courtesy of being a human being, and it mainly shows that you value each other.It is difficult to express this meaning by squinting, turning your head to look at others, or looking at others secretly.

2. Eye level
Head-up, that is, when looking at others, the body is at a similar height to them.Horizontal vision and square vision are generally not contradictory.Because when looking at others squarely, it is often required to look at each other at the same time.It can be said that it is a routine requirement to look at the service object in the service work.Doing so can show the equality of the status of both parties and the individual's neither humble nor overbearing.When you take your seat, when you see the client coming, you have to stand up to greet him.

3. Look up at each other
Looking up, that is, when looking at others, the specific position of the person is lower than that of the other person, and one needs to look up at the other person.Conversely, if one's specific position is higher than that of the other person when looking at the other person, and one needs to lower one's head to look down at the other person, it is called looking down.When looking up to others, it can give the other party a sense of value and trust, so service personnel can do so when necessary.Looking down on others often implies arrogance or contempt for the other party. Service etiquette stipulates that service personnel should not stand or sit higher than the service object, mainly to prevent the objective fact of overlooking the other party.

In addition, it should also be pointed out that when the service personnel look at the client, the angle of view should remain relatively stable.Even when needs change, be mindful of the natural transition.

When the service personnel stares at the service object, it is not allowed to repeatedly look at the other party up and down.This practice of scanning others often makes the other party feel insulted and provoked.

Take care of multiple parties
When service personnel serve multiple people at work, it is usually necessary to skillfully use their eyes to give consideration to each client.The specific method is to give each client a proper attention so that they will not feel neglected or left out.

When multiple clients come together, when serving them, the service personnel should not only pay more attention to their own key clients, but also should not ignore other secondary clients.When the other party is the same gender as yourself, the service staff must keep this in mind.

When several clients do not know each other, when serving them, the service staff should not only pay more attention to the person who arrives first according to the customary order of first come, first come, but also look around with slightly apologetic and comforting eyes Others waiting by your side.The advantage of doing this is that it not only shows your empathy and treats everyone equally, but also makes the other party feel a little relieved and calm down.

([-]) Appropriate smile
Smile refers to the smiling face of a person, and also refers to the expression of a person when smiling.Sometimes people also call it a smiley face or smiley face.For the majority of service personnel, it is usually a basic post etiquette to serve people with a smile on their faces.

The core point of smiling is to laugh.The so-called smile means that the face of a person presents a happy and joyful expression.It can be seen that laughter is characterized by happiness and joy.

The general service personnel are required to wear a smile on their faces in their work positions. The significance is to create a relaxed atmosphere for the service objects, so that they can feel happy and joyful during the whole process of enjoying the service. and joy, and at the same time, it also shows that the service staff attaches great importance to and cares for the service objects.

Assuming that the service personnel facing the service object has a bad face and a frowning face, it will not only make them feel very unhappy, but sometimes it may also spoil their enjoyment of service.It would be a great mistake for a service worker to assume that his smile is irrelevant to his job.The reason why the Hilton Hotel in the United States has always been prosperous is that it always requires all employees to serve with a smile.Donna Hilton, the chairman of its head office, once said clearly: "The first-class equipment of the hotel is important, and the first-class smile is more important. If the smile of the service staff is lacking, it is like the garden losing the sunshine and spring breeze in spring." In view of this, in many countries, when the service industry conducts pre-job training for its employees, smiling is listed as one of the important training subjects.

High-quality service is the lifeline of the service industry. Smiles are fully used in the reception service work. With this special form - "emotional language", guests are greeted and sent off with a smile, and the smile is reflected in the whole process and every link of the reception service. It's called service with a smile.

etiquette experts remind you

The service personnel insist on serving with a smile, which can greatly improve the service attitude and improve the service quality.

Smiling is not only the most attractive, but also the most practical value for service personnel.So, how can the majority of service personnel use their smiles correctly in their work?

Master the essentials of smiling

In daily life, people smile in many ways.Such as: fake smiles, flattering smiles, sneers, snickering, ridicule, strange smiles, grimaces, big laughs, wild laughter, etc., are not what the service personnel can take at work.Only smiling is the right choice.Therefore, a smile can be called a regular or standard expression of service personnel at work.

(End of this chapter)