简单服务英语.pptxVIP

第1页/共14页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”?第2页/共14页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。第3页/共14页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。第4页/共14页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。第5页/共14页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.gGood 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。第6页/共14页向客人介绍你自己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:“Just a moment, please, sir. I’ll go and get it right away.”麻烦您稍等一下，我马上去拿来给您。你回来的时候：When you return, say:“I’m sorry to keep you waiting.” 不好意思让您久等了。“Here you are.” 给您。第7页/共14页当客人要求购买的物品我们无法供应时：When guests ask for something that