Part I: Experience of Service Etiquette Training
On June 4th, I participated in the service etiquette training organized by the Head Office, so that I had the honor to listen to the lectures of professional senior experts with international standards and receive guidance. I was deeply touched by what they stated in the service etiquette course.
as a service financial enterprise marching into international business, it should not only have advanced facilities, comfortable decoration and elegant environment, but also have high-quality and good services. However, the premise of these services is to leave a good first impression on the guests. Personally, I think that a good first impression begins with the etiquette of the guests at first sight.
it should be said that every employee knows the most basic etiquette, but in the specific reception service work, either we forget the etiquette, or the etiquette is not in place, or it cannot be clearly expressed. In this training, the teachers taught: learn to praise, discover the advantages of others, learn to listen and smile; Learn to dress solemnly, behave appropriately, and show professional taste; Understand the main points of communication, improve communication ability, seize every opportunity and not miss excellent customers; Enhance professional credibility, win the trust of customers and increase customers; Look at things with an inclusive attitude, and enhance the public image of the bank by shaping the personal professional image. In a word, we should try our best to make our etiquette and good service leave a good impression on our customers.
in order to effectively standardize the service behavior, we must make our own standardized service a habit according to the service etiquette requirements mentioned in the training, so as to achieve standardization and regularization. While providing quality services to customers, we should reflect the value of our own services, show good personal accomplishment, and enhance the bank image perceived by customers through personal professional image and demeanor and thoughtful service.
Part II: Experience of Service Etiquette Training
Service Etiquette is a code of conduct and convention for service personnel to show respect and friendliness to customers through speech, manners and behaviors. Simply put, it is the etiquette norms and work art that service personnel apply in the workplace.
through this training, I gained a lot and felt deeply. The lessons taught by Manager Huang of xx International are very rich in connotation, which has new inspiration and understanding for my work and my life, which makes me re-examine myself, improve myself and teach me how to regulate myself and become a real service person.
Service etiquette seems simple, but it is not. As Manager Huang said, it is the communication art that service personnel should abide by in the process of contacting customers or providing services, and it is a science. Manager Huang said that in the past, we all said that customers are God, but now we should change them to friends, because you only obey God blindly, but you will think of friends everywhere. This reflects our golden key satisfaction and surprise, that is, we should be sincere to our guests, not operate mechanically like robots, so that our guests will not realize our sincerity and enthusiasm. Therefore, to impress customers, we must do what Manager Huang said: solve problems, honor promises and surprise. These are all very important. If we can do these things, we will certainly satisfy our guests. There is also the principle of transposition mentioned by manager Huang. If we look at the problem from the standpoint of the guests, we will think about what kind of service is satisfactory, and we will have a sense of service and serve the guests wholeheartedly. When guests give us opinions or dissatisfaction, we should not treat it as trouble and complain blindly. Instead, we should treat it as an opportunity to improve our service level and respond positively. This is the principle of opportunity mentioned by Manager Huang.
smiling is welcome in any situation. Especially as a service person, it is important and necessary to learn to smile. Manager Huang said that the principle of smiling is an international etiquette, which service personnel must do. We must learn to smile. Smiling makes people feel comfortable, and smiling can make up for some mistakes at work. However, apart from being polite to our guests, the most important thing for our service staff is to really solve problems for our guests. So what manager Huang said? Smiling service is the watch, solving problems is the reason, and what appears is the truth! ? Very reasonable.
I feel very glad to attend this class of Manager Huang, which is of far-reaching significance and plays a stimulating role in my work and life. It taught me how to be a real service person, to face the guests with a smile, to solve problems for the guests enthusiastically and sincerely, and to strive to become an excellent service person.
Part III: Experience of service etiquette training
Service is a topic of increasing concern in every industry. It should be said that every employee in our hotel knows the most basic etiquette, but in the specific service work, either we forget the etiquette, or the etiquette is not in place, or it cannot be clearly expressed. Through this training, I was deeply touched, which made me understand the meaning of etiquette in a real sense. Etiquette is a code of conduct that should show mutual respect and friendliness in the process of interpersonal relations and social interaction, and it is a full embodiment of people's inner self-restraint.
I think the purpose of this training etiquette is to make myself popular with others-what do foreigners call business etiquette? Business diplomacy? . I remember that in college, the etiquette teacher often said three sentences to us. The first sentence:? The world won't change because of you? Adapt to others, not try to change others. Don't talk to people casually about things that are not principled? No? Don't impose your ideas and opinions on others. Too much kindness is sometimes a kind of injury. Therefore, we should face life bravely and live a wise life. Everything that exists is reasonable, and only what is reasonable will exist. Don't try to change everything you don't like, because no matter how hard you try, it still exists, because the world won't change because of you. Artistic life, communicative art: the way to treat people and things.
in business etiquette, there are two basic principles: one is to keep a correct position, and the other is to have a correct attitude. So-called? Where do you think about your job? What is the identity? It is only appropriate to do something that conforms to the identity. For example, it is necessary to distinguish between superiors and subordinates, elders and juniors, hosts and guests, and so on. What to do, what to say and what to look like can achieve good communication.
as a hotel service staff, we should strictly regulate our service words and deeds, listen to customers' calls with a smile, patiently answer customers' requests, face our customers with a healthy attitude, face our work with a healthy attitude, and shape the hotel's good service brand image with a good gfd and mental outlook, so that our etiquette and good service can leave a good impression on new and old customers and strive to be an excellent hotel.