Courtesy language requirements for service personnel
Courtesy language requirements for service personnel. Service personnel are the image of a restaurant. Many times, the evaluation of a store is mostly on the service personnel. What are the specific requirements for a good service image? Let's take a look together! Polite language requirements for service personnel. Polite language of service personnel requires 1
1. In the process of service, we should take the guests as the center, always put the guests' needs first, solve the guests' questions diligently, enthusiastically and thoughtfully, and at least express our apologies and sincere attitude when encountering problems that can't be handled. At this time, we can say "I'm sorry" or "I'm sorry, I didn't help you".
2. Words speak from the heart. When we serve with a professional attitude, our service language can be pleasing to the ear. We should try our best to use empty words and nonsense to express it. If we encounter uncertain problems, we can report them to our superiors step by step. At this time, we can ask the guests to wait for a moment. Courtesy: Please wait a moment. We are trying to help you deal with it.
3. Learn to put yourself in the guest's shoes, always remind yourself to assume that you are the other person, use polite expressions such as "hello", "please", "thank you" and "goodbye" more often, learn to master the tone and volume of these words, and just smile and express your thoughts.
4. There are some common languages in the service industry, such as: Happy Holidays, Happy Birthday, Have a nice trip, welcome to visit next time, etc. These polite expressions are widely used, so you can master and learn them flexibly, and then consolidate and innovate them yourself.
5. When answering a call from a guest, the waiter must answer it within three rings, and report his name and department. Then, listen carefully to the information transmitted by the guest and make records. When confirming, he can use polite words such as "trouble, excuse me, ok, thank you".
6. You can use sentence patterns such as "Do you think this is all right" or "Do you have any other orders" when asking the guest's opinions, which explains your position and ideas very concisely and clearly, and also clearly understands the needs of the guests. At the end, if the guest says thank you, the waiter can add "polite" or "should" and so on. Polite language requirements of service personnel 2
1. Basic requirements of politeness:
① Speak with respect and have a stable attitude.
② Speak politely, concisely and clearly.
(3) Speak warmly and tactfully.
④ Pay attention to the art of language when speaking, and strive to be beautiful and euphemistic.
⑤ Pay attention to your manners and expressions when talking to guests. "Three lightness": walking lightly, speaking lightly and operating lightly.
"three don't care": don't care about the ugly language of the guests. Regardless of the impatient attitude of the guests. Regardless of the unreasonable demands of individual guests.
"Four Diligences": Mouth Diligence, Eye Diligence, Leg Diligence and Hand Diligence (Brain Diligence).
"four don't talk": no swearing. No swearing. No sarcasm. Don't talk about services.
"five tones": guests are greeted when they come, answered when they ask questions, apologized for their work mistakes, thanked for their help, and sent away when they leave.
"Six polite expressions": greetings, solicitations, apologies, thanks, honorifics and farewell.
"Eleven words of polite expressions": Please, hello, thank you, sorry, goodbye.
"Four service taboos": contempt, negation, contradiction and irritability.
2. honorific service
Basic requirements:
① The language intonation is pleasant and clear.
② The language content is accurate and substantial.
③ The tone is sincere and cordial.
④ speak mandarin well.
⑤ Language expression is just the opposite.
3. Basic expressions
① "Welcome", "Welcome" and "Hello" are used by the welcoming staff when guests come to the restaurant.
② "thank you" and "thank you" are used when guests bring convenience to the waiter's work.
(3) "Please wait a moment" or "Please wait a moment" is used to say that you can't provide service to the guests immediately, in a responsible attitude.
(4) "Please wait a moment" or "Please wait a moment" are used to say with apologies for disturbing or causing inconvenience to guests.
⑤ "I have kept you waiting", and I apologize to the waiting guests with enthusiasm.
⑥ "I'm sorry" or "I'm terribly sorry", which is used to say in good faith and courtesy for disturbing or causing inconvenience to the guests.
⑦ "Goodbye", "Take your time" and "Welcome to visit next time" are used to say warmly and sincerely when guests leave.
Manner refers to the manner of a person's behavior. Posture refers to the appearance of the body, and demeanor is an external expression of personal quality cultivation in interpersonal communication, and it is also an expression of temperament.