In the service industry, it is inevitable to encounter many embarrassing things when you are in contact with many people every day. At this time, both sides will feel uncomfortable. At this time, one or two humorous words can solve this embarrassment. Let this unexpected thing bring unexpected happiness to both sides.

Now that things have happened, you should learn to control the development direction of things and make it develop as far as possible in the direction you expect. As for how things will develop, it depends on your ability to improvise.

Let me give you an example that often happens in life. In a restaurant, a customer accidentally bumped into the waiter who was coming up when he went downstairs. Faced with this situation, waiters generally take the following measures.

The first is to walk away without talking. It's not her fault anyway. She was a victim herself. But doing so often leaves a rude impression on customers.

In the second case, most waiters will say sorry immediately. Although this is polite, it can't solve this embarrassment.

In the third case, the waiter will say humorously, "I'm really sorry, sir, but I got your blessing without your permission." Do you mind? " At this time, the embarrassment can be well alleviated, and customers will be amused by your humor and feel a little guilty. After all, they are not optimistic about this road.

In this case, we should use humor service reasonably. It can not only solve the embarrassment, but also bring happiness to both sides. Why not?

[case study]

In a big hotel, all the waiters are busy preparing, because today the mayor of this city was invited by a friend to eat here. People who can't be invited to dinner today will definitely make everyone nervous.

After everything was ready, the mayor finally arrived with his friends, and all the members of the hotel welcomed him with a smile.

They eat in a private room, and two waiters are responsible for providing services. Food will be served immediately. A waiter with a bottle of red wine is preparing to pour wine for the guests. When she poured the wine for the mayor, because she was a little excited and nervous, her hand holding the bottle shook slightly and the wine spilled on the mayor's head. What is even more embarrassing is that the mayor's head is bald, red wine runs down his head and the waiter's clothes are wet.

The waiter suddenly panicked, but she only froze for a second and thought of the countermeasures to solve the problem.

"The probability of this happening is too small. This is a sign that you will be lucky. A year ago, this happened to a guest. The guest went out to buy a lottery ticket and won the grand prize. " With quick thinking, the waiter solved the embarrassment.

The scene was quiet for a few seconds, and the mayor finally spoke: "Red is auspicious. I must try it after dinner. " The mayor said with a smile that the atmosphere at the scene suddenly eased up, and the waiter broke out in a cold sweat.

"I'll clean it for you!" The waiter took out his napkin and gently wiped the red wine on the mayor's head.

"I've heard that putting red wine on your head will make your hair grow back. I haven't tried it before, but I didn't expect to do an experiment here today. I am honored! " The mayor said humorously and made everyone else laugh.

The waiter quietly stepped down after packing everything. When she left the door, she breathed a sigh of relief and secretly thanked the mayor for his tolerance.

In hotels, for various reasons, you will often find some embarrassing things. This time depends on your ability to improvise.

In the case, the waiter accidentally spilled red wine on the customer's head because he was nervous for a while. What's more embarrassing is that there is not a hair on his head. In the face of this situation, the average waiter will be very confused and don't know what to do, so he can only let the customer handle it.

But the waiter, after being silly for a second, came up with a coping strategy. Of course, this kind of words, not everyone has a role, in front of bad-tempered guests, will certainly break into a furious rage, scold the waiter for doing something wrong and make fun of the guests here. Fortunately, she met a generous person with a sense of humor, and echoed her words at a distance, instantly lifting the embarrassment at the scene.

When several people get together, most people will consider the atmosphere at the scene. If the waiter apologizes immediately at this time, it will destroy the atmosphere at the scene and make it into an embarrassing situation. The waiter made a humorous remark at the right time, and if the parties didn't want to ruin the atmosphere at that time, they also made a few humorous remarks. This customer is the maintainer of the atmosphere. He didn't want to affect the party because of a little thing, so he successfully resolved the crisis.

[Skillful touch of gold]

Humor is the spice of life. Putting a little of this spice in from time to time can not only solve the embarrassment in life, but also bring you a lot of happiness.

So, in the service, what should we pay attention to if we want to do a good job in humorous service?

First, when embarrassing things happen in the service industry, we should flatter and exaggerate customers to a certain extent, so that customers feel that they have been properly praised and created a lot of happiness.

For example, when the waiter was cleaning up the dishes, he accidentally broke the plates, and the noise almost scared the customers. At this time, he should smile and say, "Happy New Year, I will pay you a New Year call in advance. In the new year, your luck will get better and better. " This time can appease customers and bring them a good mood.

Second, when the customer does something wrong, you should not blame the customer, but go with the flow and make jokes about the mistake humorously. At this time, customers can not only realize their mistakes, but also get happiness from your humor. For example, in an upscale restaurant, a customer has a napkin around his neck. At this time, the manager was disgusted and asked a waiter to gently persuade him. The waiter came up to him and said humorously, "Sir, do you shave or get a haircut?" At this time, the customer was amused by him and took off his napkin in time.

Third, the proper use of rhetorical questions. This rhetorical method can find the flaws in the other person's words in time and ask questions, which can not only persuade the other person well, but also create unexpected funny effects. For example, two ladies are talking, and one of them thinks that what is popular is good. At this moment, another lady asked humorously, "What about the flu?" Hearing this sentence, the other party just smiled and said nothing more.

Of course, there are many other humorous skills in life or work, which need us to learn constantly in order to become a humorous person and be welcomed by more people.