浅谈礼仪在空中服务中应用.docxVIP

浅谈礼仪在空中服务中的应用 摘要?···············································（1）? 关键词··········································?（1） ?Abstract············································（1） ?Key?words······································· （1） ?前言?··········································?（2） 一、航空服务礼仪的概念································（2）? (一)?什么是服务务？·······························（2）? （二）什么是礼仪？?··························? （2） 二、航空服务礼仪的体现?·······························（3）? 航空服务人员的职业形象礼仪?······················（3） ?（二）航空服务人员的职业规范服务礼仪?·········（4）? 三、乘务员仪表仪容规范?······························（5） （一）仪表规范?········································（5）? （二）仪容规范?········································（5）? 四、乘务员动作姿态规范?·······························（6）? （一）站、坐、走、蹲姿?···························（6）? （二）指引、鞠躬?·································（7） 五、乘务员语言规范?······································（8）? （一）服务语言规范?································（9） ?（二）言谈语言要求?······························（10）? 六、总结?·············································（11）?? 参考文献?··············································（12） 试论乘务员应具备的服务礼仪规范? ? 摘要：?我们常说做好服务才能为实现更好的发展奠定坚实的基础，服务质量可以说是公司企业的立足之本。同样这句话也适用于同为服务业的航空业，航空服务质量的提升靠什么?这个问题不难回答——空乘人员。空姐作为具体乘客最近的服务岗位，空姐服务礼仪规范的学习和掌握自然不容忽视，必然成为航空公司服务质量提升的重要因素。? ? 关键词：乘务员???服务礼仪???规范? ? Abstract:?we?often?say?well?to?achieve?better?service?to?the?solid?foundation,?the?service? quality?can?say?is?the?base?of?the?company.?Also?this?is?also?true?for?services?from?the?same?industry,?aviation?service?quality?by?the?ascension?of?the????????The?problems?are?not?difficult?to?answer-flight?attendants.?The?flight?attendant?as?specific?passengers?recent?service?jobs,?the?flight?attendant?service?etiquette?study?and?master?the?natural?nots?allow?to?ignore,?will?surely?become?the?airline?service?quality?improvement?of?important?factor.?? Key?words:?Flight?attendants????Service?etiquette?????standard 前言：?作为一名空姐，首先要掌握空姐服务的礼仪，才能做好服务工作。空姐是直接与旅客接触并为旅客服务的人，俗话说：“你不会有第二次机会来留下良好的第一印象。”这第一印象对空姐来说是至关