Station service etiquette

1. How should the passenger greet the passenger when seeing him off?

a: the passenger should smile and nod, look kindly and softly, and bow 31 degrees? At the same time, use the greeting language hello! ? Please come in! ? Please walk slowly! ? Greeting the passengers when seeing them off is to let them know that we are aware of their existence and welcome them.

2. What problems should passengers pay attention to when passing by the passengers who are talking face to face at the passage?

A: In this case, the passenger service personnel must not cross the passengers. They can greet the two passengers with smiles and ask them to take their seats before passing, or they can bypass one of the passengers.

3. What should be done when the makeup of passengers falls off due to weather, working environment and other reasons?

a: at this time, passenger service personnel should not take residual makeup to work, and should go to the bathroom or unmanned area to make up makeup in time to maintain a good service image. Remember, you can't take out a cosmetic box to decorate the mirror in full view, let alone make up in front of male colleagues, because it is very impolite to others and yourself.

4. what are the requirements for the work makeup of female passenger service personnel?

a: (1) the color of lipstick should be bright, and pearl lipstick and unhealthy lipstick should not be used.

(2) The color of eyebrows should be close to the color of hair, and they should be trimmed beautifully and neatly, and the eyebrow pencil should be black or dark brown.

(3) When using eye shadow, the color should be the same as that of the uniform.

(4) When drawing eyeliner, the color should be black or dark brown.

(5) Perfume is limited to faint scent and elegant perfume, not too fragrant or too strong. Perfume can be sprayed to keep your breath fresh.

(6) Hands should be kept clean and healthy, nails should be trimmed neatly and beautifully, nails should be kept flesh-colored, and transparent nail polish can be applied, but it must not fall off. The length of painted nails should not exceed 3mm, the length of non-painted nails should not exceed 2mm, and the length of fingernails should be consistent.

5. What should the male passenger pay attention to before they take up their posts?

a: (1) the hair should not be too long, the front hair should not cover the forehead, the side hair should not cover the ears, the back hair should not reach the collar, no big sideburns should be left, and the head should not be shaved.

(2) Hair should be clean, shiny and free of dandruff.

(3) Hairstyles should be properly trimmed and neatly combed, and hair gel and mousse should be used for styling, and there should be no unkempt feeling.

(4) Hair should be black or natural, and wig should not be used.

6. What should the female passenger pay attention to before they take up their posts?

a: (1) the hair should be clean, shiny and free of dandruff.

(2) Short hair should not be shorter than two inches, and the longest hair length should not exceed the bottom line of the collar. The bangs should be kept above the eyebrows, and it is forbidden to cut strange hair.

(3) Any hairstyle should be neatly combed and shaped with hair gel and mousse, and there should be no unkempt feeling.

(4) Hair should be black or natural color, and colored hair should not be dyed, and wig should not be used.

7. What problems should passengers pay attention to when checking tickets?

a: (1) Be kind and polite when checking tickets. Please? Word first, such as? Please show me your ticket? 、? Please keep your ticket, thank you? Do not use it? Check the ticket, take out the ticket? 、? Why not buy a ticket? 、? Make up the ticket? Such blunt and indifferent language.

(2) If we encounter an indifferent or uncooperative passenger, whatever the reason, we can't care about it. We can raise the volume slightly and say kindly: Sir/madam, please show me your ticket. If you don't come and make up the ticket, you can go through the formalities of making up the ticket? . As long as we are reasonable and kind, passengers will show their tickets.

8. passengers? Smile service? What is the operating specification of?

a: the corners of your mouth are slightly tilted upward, so that your lips are slightly curved, and you can smile without touching your nose or laughing. When you smile, you should stretch your eyebrows naturally, raise your eyebrows slightly upward, your eyes are soft and shiny, and your eyes are slightly wide. When you smile, try to be consistent, kind and natural.

9. What is the standardized practice when passengers bow and bow to passengers?

Answer: (1) When bowing, you should smile, put your feet together, slightly separate your toes, put your hands and four fingers together, cross and hold each other, put your right hand on your left hand, naturally hang down in front of your abdomen, take your waist as the axis, form a straight line with your head, neck and back, and bend under your waist; When the upper body is raised, it is slightly slower than when it is bent down; The line of sight moves with the movement of the body, and the order of the line of sight is: passenger's eyes? Feet? Eyes.

(2) When thanking the passengers or returning gifts, how about 15? Bow and bow.

(3) When seeing off important passengers, how about 31? Bow and bow.

(4) when apologizing to passengers, line 45? Bow and bow.

11. How should the carrier deliver the goods to the passengers?

a: first of all, passengers should use both hands to deliver pens and other items, and try to use their right hand when they can't use both hands.

second, pay attention to the sharp edge facing yourself.

finally, take the initiative to go to the passenger's side to deliver the goods, and then let go after the other party is firmly connected.

11. What is the standard standing posture of passengers at work?

a: female: feet together, right foot slightly backward, toes apart? Ding? Glyph, hands crossed and clasped, right hand stacked on left hand, naturally hanging in front of abdomen.

Male: Feet are shoulder width apart, toes are slightly spread out, hands are behind your back, your left hand is half clenched, and your right hand holds your left wrist.

12. What is the correct gesture of the passenger when guiding the passengers?

Answer: When indicating the direction, the passenger service personnel should put their fingers together, the small arm drives the big arm, adjust the height of the arm according to the distance indicated, and naturally rotate in the direction indicated, so that their eyes are consistent with the indicated direction; When the forearm is retracted, it naturally retracts in an arc to the inside of the body. Never use one hand to point directions or passengers.

12 what is the correct gesture of the passenger when asking the passenger to take a seat?

a: the correct gestures of passengers are: fingers together, arms extended obliquely downward, palms facing each other, fingertips pointing to the chair surface, and body slightly bent forward to show respect.

14. What problems should transport personnel pay attention to when guiding passengers to walk?

a: (1) when guiding passengers, passengers should walk about 1m ahead of the passengers on the left, and always pay attention to whether the passengers are accompanying them, and the speed of travel should be coordinated with each other.

(2) Take care and remind in time. When guiding passengers, we should take each other as the center everywhere; When passing through a corner or an obstacle, you must remind the other party to pay attention.

(3) adopt the correct posture. When you ask the other party to start marching, you should face the other party and lean slightly; When talking with passengers or answering questions from the other side, the head and upper body should turn to the other side.

15, what kind of squatting posture should people take to pick up things on the ground?

a: when picking up objects on the ground, you must not bend down, but must squat down. When squatting, put one leg in front and the other leg behind, put your legs together, put your hand on your knee lightly, and use your hand on the lower leg to pick up things. Keep your back as straight as possible, squat lightly, and squat straight.

16. How should transport personnel avoid oncoming passengers?

a: when passengers and passengers walk opposite each other, don't be the first to stop, reach out and give way, and don't grab the road or parallel with passengers.

17. How to use pallets correctly when passengers need to deliver more articles?

Answer: When using the tray, hold the back half of the tray with both hands, hold the inner edge of the tray with your thumb, and hold the bottom of the tray with the other four fingers; The height of the tray should be above the waist and below the chest, with the tray end flat and slightly inclined inward; The items placed on the tray should not be too high, but should not exceed the chest.

18. What is the standard walking posture? What problems should we pay attention to at the same time?

a: the standard walking posture of passengers is chest and abdomen, straight neck, looking straight ahead, body naturally straight, arms swinging naturally or hands clasping naturally hanging in front of them, feet inside walking in the same straight line, not swinging from side to side, and the steps are not too heavy, too big and too hasty. At the same time, during the inspection, it is necessary to reduce the interference to passengers, not to look around with a blank face, but to smile and greet passengers under special circumstances and ask if there is any need for help.

19. what should the staff do when they find that there are passengers around them who need help?

a: when passengers notice that passengers need help, they should take the initiative to step forward, keep eye contact, be concerned about the inquiry, put their hands in front of them naturally, keep a proper distance from the passengers, and keep their voices gentle when asking. Hello, can I help you? We should let the passenger know that we are aware of his needs and are willing to help. We should not turn a blind eye.

21. How to use eyes correctly when talking with passengers?

a: when talking with passengers, passenger service personnel should usually pay attention to the middle triangle area of the passenger's face, that is, between the eyes and the mouth. Avoid looking passengers up and down, looking away or looking away.

21. What etiquette rules should be observed when talking with passengers?

a: (1) when talking with passengers, you should face each other, keep a distance of 45~111cm from them, and don't get too close to the passengers to avoid offending them.

(2) Stand upright, and adjust your posture and height by bending or squatting slightly.

(3) Look at each other to show respect.

(4) Listen to the passengers actively, and don't look around and be absent-minded.

(5) Speak with clear speech, gentle tone, elegant words, moderate volume and sincere attitude, giving the other party a sense of consideration and trust.

(6) If it is necessary to interrupt the passenger's speech, you should wait until the other party has finished speaking? Excuse me? , and then explain.

(7) When you meet passengers who often take the train, you should take the initiative to say hello and welcome them.

(8) Try to meet the reasonable requirements put forward by passengers, and explain patiently if they can't do it well. We must carry out the promise of passengers and keep our word.

(9) Don't ask about the privacy of tourists, especially the age (mostly female guests), salary income, clothes price, etc. of foreign tourists.

22. What are the manners that should be paid attention to when shaking hands?

a: you should extend your right hand generously, don't be coy, and hold it in the tiger's mouth; Grasp the strength of shaking hands, not too heavy or too light, with a strength of seven points; Look at each other and smile; When shaking hands, we should communicate with each other in language, such as? Hello! ? Finally, control the handshake time, which should not be too long, and end in 3~5s.

23. How should passengers listen to passengers' complaints?

a: passengers should stop their work, look at each other directly, and show that they are all ears with a concerned expression. Passengers should patiently and tirelessly listen to passengers' requests or opinions, and avoid perfunctory and absent-minded at this time. At the same time, it is necessary to give timely feedback to achieve the purpose of correctly understanding the true meaning of the other party.

24. What etiquette norms should passengers pay attention to when offering a hand salute?

a: when saluting the hand, the passenger service personnel should wear uniforms and hats in a standing position. The palm of the right hand should be stretched flat and parallel to the forearm, and the five fingers should be close together. The thumb should be slightly bent and attached to the index finger. When the arm is raised, let the tip of the middle finger touch the brim of the hat and stay for two or three seconds. If you wear plain clothes or uniforms without hats, you should bow or nod.

25. What are the welcome etiquette in VIP room service?

a: when guests arrive, they should take the initiative to meet them, bow to them and guide them to their seats. Important guests should be greeted at the entrance of the hall. When guiding the guests, you should walk in front of the right of the guests and keep a distance of two or three steps. To lead the guests to their seats, you should open the seats with your hands in a light and agile manner, and ask the guests to take their seats. If there is a sofa in the living room, you can treat everyone directly with gestures.

when the guests leave, send them off warmly. You should walk behind the guests when seeing them off. Keep a distance of two or three steps, send the guests to the door and say goodbye kindly. If the welcoming guests take the car, they should take the initiative to open the door for them. Important guests should be helped to carry things and put them on the bus. When the vehicle starts, you should wave goodbye to the guests with a smile. Seeing guests off can help carry luggage and sundries, but don't help carry briefcases or handbags.

26. What are the etiquette for offering tea to guests in VIP room service?

a: when serving tea, you should brew the tea in another room before sending it.

when putting tea, use a tea spoon, and don't take it directly with your hands. When offering tea to guests, you should use your hands and avoid touching the mouth of the teacup with your fingers. Dry the bottom of the cup with a towel. When you continue tea, you should take the teacup away from the table a few times, so as not to pour it on the table and dirty the guest's coat and hat. When you pour tea for the first time, you can't fill it, and it is advisable to use about 51%. Tea should be refilled in time, and you can't wait for the guests to drink up before pouring water. Only 81% of the tea can be filled every time, which is convenient for guests to drink.

27. What service skills do passengers need to master in information service?

a: (l) when a passenger makes an inquiry, the service staff should look him in the face with a smile and politely ask:? Do you need any help? In this way, the anxiety and anxiety of passengers will be quickly eliminated, and the two sides can communicate in a harmonious atmosphere.

(2) When a passenger makes an inquiry, the service personnel should enthusiastically answer the passenger's questions. When you meet someone asking questions on the road, you should stop and ask him/her with active concern. What can I do for you, sir/madam? To show the sincerity and kindness of the service personnel.

(3) When answering passengers' inquiries, don't talk nonsense about things you don't know or are not sure about, and deal with passengers perfunctorily. Passengers should be taken to the information desk or relevant posts for consultation until they are satisfied, and strive to finish the inquiry work from beginning to end.

(4) When a passenger asks for directions, if the service personnel know it, they should tell the other party clearly and in detail how to get there, and draw a route map if necessary; If the service staff doesn't know, you can say: I'm sorry Sir, madam, I'm not sure about this place, but you can go to the station information desk and ask the staff there to check the map for you, okay? At this time, the service personnel should immediately take the passengers to the information desk, or clearly instruct the passengers how to get to the information desk.

(5) In the inquiry service, we should try our best to be tireless in asking questions. We should accumulate rich knowledge, including mastering the basic business knowledge of this position, and summing up, accumulating and understanding the business knowledge of other related positions. For transportation, tourism, shopping, catering, accommodation, medical care