服务礼仪英语版.ppt

该【服务礼仪英语版 】是由【相惜】上传分享，文档一共【24】页，该文档可以免费在线阅读，需要了解更多关于【服务礼仪英语版 】的内容，可以使用淘豆网的站内搜索功能，选择自己适合的文档，以下文字是截取该文章内的部分文字，如需要获得完整电子版，请下载此文档到您的设备，方便您编辑和打印。效劳礼仪
Service etiquette
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效劳礼仪：是各效劳行业人员必备的素质和根本条件。出于对客人的尊重与友好，在效劳中要注重仪表、仪容、仪态和语言、操作的标准；热情效劳那么要求效劳员发自内心的热忱地向客人提供主动、周到的效劳，从而表现出效劳员良好风度与素养。 Service etiquette: is the service personnel necessary quality and basic conditions. For the guest's respect and friendship, in the service should pay attention to instrument, appearance, manner and language, operation 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
给别人第一印象的时机！
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效劳礼仪的特点
　　普遍性、继承性、差异性、时代性 效劳礼仪的职能
　　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：
Universality, inheritance, difference, the time
The function of service etiquette：
Shape personal appearance, shape organization image, communication information, contact feelings
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有很多效劳礼仪的内容，就以饭店效劳人员为例 There are a lot of the content of service etiquette ， Take the hotel service personnel， for example
当前，饭店业剧烈的市场竞争，实质就是效劳质量的竞争。饭店的生存和开展、声誉和效益、市场和客源，靠的是向宾客提供全方位的优质效劳。一种“宾客至上〞的效劳精神和热情友好、真诚和蔼的效劳态度，可使客人在感官上、精神上产生尊重感、亲切感。讲究礼仪是优良效劳态度的关键，是优质效劳所必须。 At present, the hotel industry of the fierce market competition, the essence is the quality of service competition. The hotel's survival and development, reputation and efficiency, market and tourists by guests to 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 service must be.
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效劳意识
　　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开展的趋势来说，“为人民效劳〞又成了清晰、可执行的具体行为标准，就是真正效劳好效劳对象。作为公务人员，效劳对象也就成了他们的“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 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".
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仪表
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* 要撤除衣袖上的商标
      * 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
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语言礼仪 --- 礼貌用语
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，为了您的平安，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！
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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－
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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
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