服务人员礼仪指引与训练.ppt

绅士和淑女 Ladies and Gentlemen 视 线 Eye Contact 绅士和淑女 Ladies and Gentlemen Body Language 肢体语言 Gestures 手势 Bowing 鞠躬 Body Language 肢体语言 1. Taking things from guests with two hands to show our respect . Not a finger. Palms will be at an angle of 45o with ground. Flexing fingers inside lightly and naturally. 用双手接客人递给的物品，手心向上与地面成45度角，拇指向内侧轻轻弯曲。 2. Show the way with your hands. Not a finger. 指引方向时，四指并拢与拇指分开；绝不可只用某根指头指。 Body Language 肢体语言 1. Bowing at an angle of 15o with smile whenever meeting guests. 与客人交错而过时，面带微笑，行15度鞠躬礼 2. Bowing at angle of 30o when greeting or farewell to guests. 接送客人时，行30度鞠躬礼。 3.Bowing at angle of 45o when thanking guests or meeting guests for the first time. 感谢或初见客人时行45度鞠躬礼。 Body Language 肢体语言 Social Distance 社交距离 Intimate space under 0.50 m Personal space 0.50 m-1.20 m Social space 1.20 m-3.50 m Public space over 3.50 m 亲密距离 私交距离 社交距离 公众距离 Body Language 肢体语言 有一个口诀是：“生客看大三角、熟客看小三角。” 与不熟悉的顾客打招呼时，眼睛要看着他面部的大三角：即以肩为底线、头顶为顶点的大三角。 Greeting guests for the first time, staff should look at guests’ top head. 与熟悉的顾客打招呼时，眼睛要看着他面部的小三角：即以下巴为底线、额头为顶点的小三角。 Greeting frequenters, staff should look at guest’ forehead. Listening Skill 聆听技巧 1. Looking at customers/other persons. 面对客人（或其他人）。 2. Stop job at hands immediately. 停下手中的工作。 3. Eye contact 与对方有目光接触。 4. Do not interrupt others 不要打断对方的讲话。 5. Using “ I understand” to show we are listening. 使用“我知道”等词语表示我在认真聆听。 6. Observe customer or staff’s body language. 观察对方的身体语言。 7. Take down the key notes. 做好笔记。 Expressing Skills 表达技巧 1. Using civilized language. 使用文明语言。 2. Words should be correct and proper. 用词恰当、准确。 3. Mild, tactful and humorous. 说话委婉、灵活、幽默。 4. Proper speaking speed. 适当的语速，不能过快或过慢。 5. Try not to use obscure language or terms. 少用晦涩语言或专业术语。 6. Be positive. 保持积极的态度。 7. Observe reactions. 注意观察对方的反应。 8. Act as a professional staff. 要注意身份，不能忘乎所以。 Common Sense 其他常识 1. Talking on the mobile phone is not allowed at guest areas. ( Except for