Course background

In the service situation, how to create intimate, exquisite and accurate high-end services, how to highlight corporate service brands according to the global mainstream high-end service trends and requirements, and effectively implant corporate culture, service temperature and aesthetic feeling into daily service work have become the difficulties and pain points that enterprises pay attention to.

course features

Understand the definition of friendly, exquisite and accurate high-end service products, and master the mainstream trends and industry standards of high-end service industry. Break through the difficulties in the implementation of "service deductive behavior", let employees master flexible and relaxed methods in the service process, improve their business skills from the perspective of five senses, and establish a good interactive relationship with employers. Employees can have the ability to design personalized service products, create natural and random surprise services, and master the rapid response when service fails. So as to create a natural, accurate, profound and temperature-sensitive service aesthetic feeling.

Course income

The course covers a wide range, combining service etiquette with life aesthetics skillfully, enhancing employees' aesthetics and connotation, and allowing employees to better apply what they have learned to practical service work. Through the service deduction with a sense of design, the service provider and the service object are emotionally linked at "0 distance", and the concept of high-end service brand of the enterprise is established, so that the enterprise service is deeply rooted in the hearts of the people.

Part 1- development trend and industry demand of experiential services

The first part: In-depth analysis of service industry demand, clear the importance of "experiential service" in high-end service industry. Therefore, service is a reflection of the relationship between people.

Sharing interaction+video sharing+case sharing ~

1. The most unforgettable service experience you have ever had.

2. Your most unforgettable successful service experience.

3, potato chip interaction (what is the sense of experience? )

4. Skills of creating atmosphere and sense of ceremony, and ingenious tricks of designing service products.

5. The origin of high-end service "experience".

6. The relationship between "five senses design" and "experience service"

Part II: Grasp the development trend of high-end service industry.

Video sharing+case analysis ~

1, high standard of affinity, exquisite and accurate professional service.

2. Enterprises take the cultural route of stories.

Step 3 create a natural and random surprise

4. In a way beyond tradition

5. Quick response when the service goes wrong.

6. Definition and widespread use of service deductive behavior

7. "Customer satisfaction" is an authoritative evaluation standard? 2- Wang Fu service brand-from the five senses to design service beauty

Video sharing+case sharing+group interaction ~

Part I: Visual design.

First, how to create a friendly and trusting professional image of employees in service occasions

1, the ingenious makeup method of "makeup".

2. Let people feel good-looking workplace hairstyle reengineering.

Learn hair quickly, use hair net and monochrome hairpin correctly, and ask for hair color.

3. Exquisite requirements for uniforms (cleanliness, style and quantity of accessories, dressing time, work shoes requirements).

4. Dress for social occasions: How to manage the wardrobe and configure clothes according to identity;

Professional suit-the first choice for business women

Shirt-the perfect combination of professional suits

Pants-Let professional women no longer be "little women"

Skirts-much more formal than pants

Textured trench coat-collocation is the key v.

Dress-the ever-changing queen of business casual wear

Evening dress-a masterpiece of business banquet dress

Small dress-the first choice for business dinner

5. Accessories for social occasions: convey women's extravagance and influence.

Shoes-accompany you in the workplace and travel around the world.

Scarf-Matching Game for Charming Women

Wristwatch-the finishing touch of taste

Bag-choose according to the occasion.

Jewelry-concise and exquisite can make the finishing touch.

Second, how can a charming gentleman dress to show his temperament and demeanor?

1, face and hairstyle care: without "face", there is no image.

2. How to dress for men's occasions: business/business/social occasions.

3. Suit: The correct collocation of men's suits.

4. Shirt: Men wear rules and show the impression of being a gentleman.

5. Iron: How to choose the color of the pattern and the taboo of the pattern without being rude?

6, accessories: how to match to lose in business occasions?

Pocket towel-elegant gentleman accessories

Cufflinks-the best front decoration

Shoes-Business Men's Business Cards

Communication of Male Bag Identity in Different Situations

Scarf-the second sweater in winter

Socks-Details of Taste 5

Glasses-a modeling tool for gentlemen

Watches-a bonus point to increase influence Page -2 1-/* * *

Part II: Auditory design.

Video sharing+case sharing+group interaction ~

1, sensitive address etiquette for service occasions:

How to address can reflect each other's identity and relationship and bring you the best personal relationship?

How to attract him as soon as you open your mouth and address him in one step: the skills of using honorific/plain/modest words

Common address forms: general address/name address/work address/professional address.

Pay attention to the taboo of address, and get along more smoothly: compound surname address/identity address/address taboo

2. Handshake etiquette that cannot be underestimated:?

Handshaking posture/timing/time/order/taboo

How to grasp the opportunity with your hands: seven skills of shaking hands

3. How to use the introduction etiquette to build a bridge of communication?

Form of self-introduction: entertainment/etiquette/work/communication.

How to introduce others without rudeness: reasonable introduction order/special introduction order/introduction for others/collective introduction.

Introduce the practical application of ceremony in meetings, competitions, conferences, speeches, reports and other business occasions.

4. 3A Rule in Service Situation

Accept/respect/

worship

5. Four levels of praise

Object itself/personal behavior/ability/values and lifestyle

6. Direct service communication skills in service occasions (one-to-one design guidance can be provided according to your company's actual work projects)

The story of Taifu Hotel

Duck theory

7. Three key stages of service communication.

Soft contact, self-introduction/service deduction, close distance/service continuation, and emotional warming.

8, service occasions, quick remedy when there is an error.

Look/smell/ask/cut

Part three: olfactory design?

Video sharing+case sharing+group practice ~

First, in service occasions, design belongs to the unique fragrance of service enterprises.

Using the perfuming machine, choose the fragrance that can represent the corporate culture as a typical smell, leaving a unique impression on the served.

Second, smell the fragrance and know people.

The origin of the word perfume

The story about perfume

The process of perfume manufacturing

Changes in fragrance

Identification and representation of spices

Basic etiquette of spraying perfume

Third, China flower path analysis.

The Origin of China Flower Path

Selection of floral organ classification

Understand the flowers and materials of the season

Brief Analysis of Flower Arrangement Technology in China Flower Path

?

Part four: Taste design.

Video sharing+case sharing+group interaction ~

1. Banquet doorway: How to arrange according to the banquet etiquette and the dietary characteristics of the banquet object?

Banquet principle: 1.4M principle/golden mean principle.

Banquet form: banquet/reception/tea party/working meal/buffet.

2. Successful invitation: What etiquette tips must be known in banquet invitation?

Invitation etiquette: oral request/written invitation

Invitation etiquette: how to respond to invitations and show self-cultivation

3. Dinner etiquette: How to create a good social image that adds value to yourself?

4. Ordering etiquette: How to order well, and the host and guest are happy?

Clever use of ordering guide-menu

Ordering skills that "on-site people" must know?

Selection of Chinese banquet drinks

How does wine match with banquets, dishes and drinks?

How to choose a symbolic staple food v

When ordering, entertain guests with tea.

5, conversation etiquette: pay attention to the courtesy of speaking in restaurant V.

Don't turn the dining table into a negotiating table.

Don't want to be annoying? Don't suddenly interrupt others.

Think twice before you speak. Many people don't whisper.

Chattering is enthusiasm-don't cook "Sister Xianglin" on the table.

6, wine table etiquette: the mystery and art of pushing a cup for a change.

Want to be the king of the party? -Be careful on the wine table.

What if I keep drinking? -How to cover up a trick with water?

Which is higher and which is lower? -clinking glasses etiquette should be in place

7. Chinese etiquette: Is it exquisite and cultured?

China dining principle: cold dish/hot dish/soup/dessert, fruit.

Taboos and common misunderstandings of food in China: napkin usage/finger washing usage/plate serving rules

Use tableware correctly: cups/plates/bowls/plates/chopsticks/spoons.

8. Western Etiquette: Elegance and Diet Style?

Ordering: How to order the "seven-course" dishes of regular western food?

How should tableware be placed correctly?

Use and precautions of knives, forks and napkins

What "three things" don't touch the table with western food?

Etiquette for drinking wine and coffee

9, the hostess "low tea" etiquette:?

Origin, type, apparatus, loading and dressing preparation

The fifth part: tactile design

Video sharing+practical training ~

1, halo of service occasions: carving the most elegant and intimate self?

How to stand: Make a good impression with elegant standing posture.

Politeness distance in service occasions

Open attitude training in service occasions

How to Sit: Stretch and be generous in silence.

How to get there: what is popular on the water is natural and calm, customer-oriented, and controllable rhythm.

How to do a good squat posture: implicit, elegant and appropriate. Rhythm and speed control

How to do a good hug ceremony: welcome internationalization

2. how to use gesture etiquette to increase social charm v.

Body language, silence is better than sound: five meanings of different gestures

Where should I put my hand? Places that should not be touched in social situations

3. How to show social self-confidence with expressions?

Smile etiquette: show calm charm

Eye etiquette: social etiquette should pay attention to the "allowable interval" V.

Micro-expression Psychology: How Your Eyes Reflect Your "Small Mind"

4, gifts: a thousand miles to send goose feathers, courtesy of social skills.

The timing/occasion/choice/packaging/ceremony of giving gifts

Gift taboos: numbers/objects/national habits, etc.

5, social etiquette: the secret of instant popularity five.

Proper expression of words: how to grasp the effect of conversation in details

The core of conversation: profound knowledge can make witty remarks.

Topic selection: Choose the right topic wisely.

Way of speaking: Understanding is more important than love. How to make words sound good?

Effective personality assessment: know yourself and understand others.

How to identify the personality type of the communication object and communicate effectively?

Speech occasions: appropriate expressions in different social occasions

How to manage emotions: good mood, big pattern, high emotional intelligence, that is, talking.

6, office etiquette: smart people let others remember, smart people let others like?

Desk storage etiquette: beware of the boss's "taking people by table" five

Don't let bad habits ruin your future: being late/gossiping/irresponsible/rude.

Be careful what you say in the workplace: outspoken or outspoken?

7. Office display etiquette: sincere respect wins people's hearts.

8. Work begins with how to open the door: there are "courtesy" and "distance"

How to open/close/knock/what to do when it is inconvenient -25 pages/* * *

9. New media etiquette: telephone etiquette/WeChat etiquette/email etiquette.

Etiquette of telephone and mobile phone contact: you must be polite before someone pays attention to v.

You can call at will. The etiquette of not meeting each other is even more essential.

Gestures/smiles/movements/expressions are indispensable.

Do not drop the handle and the popularity will rise? Disable private office phone

Answer the phone and pull a long line? How to give a simple and specific answer?

How to say that others are not disgusted? Telephone communication, beautiful feelings and words.

Handling special calls? How to listen and speak v?

Have the skills to answer the phone? Let the other person feel "like seeing that person"

Transfer calls to reveal privacy? keep the mouth shut like a bottle

Hang up if you want? Hang up by mistake, all previous efforts were in vain.

10. How to make good use of the simplest and learned social business cards in business scenes?

How to pass business cards politely/how to receive them properly

Skills to keep business cards from being hidden by snow: action/eyes/expressions/language/placement/collection/contact skills are practical.

1 1, ranking etiquette: the reception is skillful, and the details determine success or failure v.

Marching etiquette: priority should be mastered by v.

Elevator order etiquette: demeanor determines your height.

Station grade/sequence/prompt v

Traffic etiquette: make travel polite.

How to take a business car/car/business car/bus without being rude?

Courtesy of welcoming guests: Proper seating will make the guests warm as spring.

Freestyle/Relative/Parallel Style

Proper arrangement of ranks highlights the host's understanding of etiquette v.

Negotiation etiquette: show respect and courtesy

In terms of seniority, sitting in the right position at a meeting is the best policy.

Bilateral negotiation: horizontal negotiation/vertical negotiation

Multilateral negotiations: freestyle/chairman style

Signing ceremony etiquette: reflecting win-win and commitment

Arrange the signature number reasonably, and let people sit on the spring breeze V.

Meeting seat etiquette: be a smart person who knows how to respect and feel inferior.

Etiquette common sense that a successful meeting should pay attention to.

How to be generous and decent in assembly etiquette

Banquet etiquette: Passepartout in business

Seating arrangement for Chinese food: how should the host and guests arrange their seats?

Western food seating arrangement: which side of the long table should you sit on?

Order/Direction/Gestures/Language Page 26/* *?

If you don't want to give up all your efforts, don't ignore the information transmitted by your body.

12. Want to be a celebrity in the workplace? How to get along with superiors?

How to report to your boss? Polite and orderly, step by step.

How to achieve respect, gratitude and assistance in leadership work? Learn humility first, then learn credit.

13, the secret of establishing friendship between colleagues in the office: grasp the position well and not be offside v.

Look at people with colored glasses? There are no three classes in the office.