【2017年整理】第一节 礼仪规范.docVIP

第一节 礼仪规范一、仪容仪表 ······························ 3—4二、“四姿” ······························· 4—5三、礼貌礼仪 ······························ 5—7四、电话服务礼仪 ·························· 7—8第二节 服务意识一、什么是服务意识 ························ 9—10二、建立良好服务意识的基础 ················ 10三、培养服务意识的良好习惯 ················ 10四、首问责任制 ···························· 11第三节 职业道德一、什么是职业道德 ························ 12二、职业道德的重要性 ······················ 12三、服务行业的职业道德规范 ················ 13第四节 消防知识一、认识火灾 ······························ 14二、消防知识“三懂三会三能” ·············· 14—15三、火灾的类型 ···························· 15四、灭火器的使用 ··············