简单服务英语.pptVIP

Words which are “musts” in English: 英语基本必须礼貌用语单词 Welcome 欢迎光临 Good morning/afternoon/evening 早上/下午/晚上好 Please请 Thank you 谢谢 Excuse me 不好意思，打扰一下/对不起 Pardon对不起，请再说一遍好吗 Sorry 对不起 Goodbye 再见 Ok 好的 Addressing individuals如何称呼个体的客人 If you do not know the guest’s name, address him/her as: “sir” or “madam” e.g. “Yes, sir.” “Good night, madam.” “May I help you, sir?” Addressing a group of guests如何称呼群体的客人 “Gentlemen” “Ladies” “Ladies gentlemen”? Greetings 打招呼 According to the time of day, say: “Good morning, sir/madam. Welcome to seven foods.”早上好，先生/小姐，欢迎来到七件事。 “Good afternoon, sir/madam. Welcome to seven foods.”下午好，先生/小姐，欢迎来到七件事。 “Good evening, sir/madam. Welcome to seven foods.”晚上好，先生/小姐，欢迎来到七件事。 Exchange of greetings向客人问好: “How are you today/ this morning, Mr. ?” 今天/今天早上好吗？**先生。 如果客人回答 If he answers, “Fine, thank you.”,（很好，谢谢） say: “ I’m glad to hear that.” 听到这消息我很高兴。 If he answers something not very positive about himself, say: “I’m sorry to hear that, I hope you are better now.” “I’m sorry to hear that, take it easy today.” “I’m sorry to hear that, please take care.” （此处不做要求） 此种打招呼的形式主要针对我们与之熟识并关系良好的客户。 当客人遇上问题的时候： If a guest hurts himself, say: “Are you all right, sir/madam?”你还好吗？先生/小姐 如果客人向你问好： If the guest greets you first with “How are you?”你好吗？ say: “Very well/ Fine, thank you. And you?”非常好，谢谢你，你呢？ 如果你出现了事故，客人友好向你问询： If you have an accident, and the guest sees it, the guest ask you: “Are you all right?” 你还好吗？ say: “I’m all right, thank you.” 我很好，谢谢。 On serving 服务客人： what can I do for you? 我能为您做点什么？ May I help you?有什么我能帮您的吗？ （建议以上用语用于跟客人打完招呼之后，可一气呵成。） e.g Good morning, sir, welcome to 7 foods. What can I do for you? 早上好，先生，欢迎光临七件事，我能为您做点什么？ 询问客人是否还需要什么物品时 Is there anything else?您还要别的什么吗？ 为客人带路 This way， please。这边请。 向客人介绍你自己Introducing yourself “My name is **. If there is anything we can do for you, just let us know.”? 我叫**，如果有什么需要我们为您做的，请尽管让我们知道。 当你要离开为客人拿他所需要的产品时： If you have to leave the guest to get what they want, say: “J