Service English text book 服务英语实用手册.doc

Service English CONTENTS LESSON 1 WELCOME GREETING LESSON 2 WHERE ARE YOU FROM? LESSON 3 PARTING LESSON 4 NUMBER, TIME, DAY AND DATE LESSON 5 COURTESY EXPRESSIONS LESSON 6 TELEPHONE COURTESY LESSON 7 SHOWING DIRECTION LESSON 8 OFFER INFORMATION LESSON 9 REQUEST LESSON 10 HANDLING COMPLAINTS LESSON 11 KNOW OUR CLUB LESSON 1 WELCOME GREETING I. OPENINGS In China, we usually greet each other with the expression “Have you eaten?” Foreigners use a more formal type of greeting, which depends upon the time of day. Good morning Good afternoon Good evening When you use these greetings, your voice should be friendly and cheerful. Remember a friendly smile and voice doesn’t cost anything. II. RECONGNITION a. A guest’s name is music to him. Use the guest’s name whenever possible. Good morning, Mr. Miller Good evening, Mrs. Zhu However, avoid over using a guest’s name, as this will sound insincere. b. Recognition can still be given even when we do not know a guest’s name. Use: Sir Madam Gentlemen Ladies Ladies and gentlemen Madam, gentlemen Sir, ladies Eg, “Good evening, gentlemen” III. KEY POINTS AND EXPLANATIONS “How are you?” a. Don’t say “how do you do?” which is only used for introductions. And the only answer is “ How do you do?” When greeting use “How are you?” If guests say it first, always remember to ask in return, “And you, sir?” Don’t say “Hello” when greeting guests. Always use “Good morning, sir.” IV. CONVERSATIONS Conversation A Guest: How are you, Tony? You: Fine, thank you. And you? Guest: Everything is ok. Conversation B You: Good morning, madam Guest: Good morning, sir. You: Welcome to our hotel/club! Guest: Thanks. You: Let me help you, is all of your baggage here? Guest: Yes, I have got three suitcases. You: Come this way, please. The reception desk is over there. I will put your baggage by the post over there. Guest: Thanks. You: A bellboy will sho