Etiquette of service personnel in several industries

Service etiquette covers a lot of content, only lists the service etiquette of five kinds of work that are most related to our lives, and gives appropriate explanations. At present, the fierce market competition in the hotel industry is essentially the competition of service quality. The hotel's survival and development, reputation and benefit, market and customers all depend on providing all-round quality services to guests. A service spirit of "guests first" and a warm, friendly, sincere and cordial service attitude can make guests feel a sense of respect and intimacy in sense and spirit. Paying attention to etiquette is the key to a good service attitude and a necessary condition for a good service.

The ancients said, "Don't laugh, don't shop". Smiling can win a wedding and produce the greatest economic benefits. Many famous entrepreneurs in the world also deeply understand the function of smile and give it high praise, taking it as a magic weapon to manage shops and the way to success for enterprises. "Hilton Smile" not only saved the Hilton Hotel in the Great Depression and the Great Crisis, but also created a five-star Hilton Hotel Group with nearly 100 hotels around the world. The world-famous Oriental Hotel in Thailand has won the title of "Top Ten Hotels in the World" several times. One of the secrets of its success is to incorporate "smile" into the welcome standard.

As long as they come in for consumption, they are your guests, and they should not have different attitudes according to how much they wear and spend.

There is a true story. In a hotel in a city, an old man in plain clothes comes in at noon every day, spends ten yuan for a cup of tea, and then sits for two hours before leaving. Once, the old man was received by a new waiter. The old man asked the waiter for a cup of tea. She looked it up and down, and then said strangely, "It's very expensive, ten yuan a cup." The old man didn't speak. As usual, after drinking tea, the old man continued to sit there and rest. The new waiter looked impatient and stood in front of him with a sullen face, looking at him from time to time out of the corner of his eye. Finally, he quit and flew into a rage, saying that I came in to spend money. Why do you serve me like this? Finally, until the boss came forward. This old gentleman is none other than the father of the mayor of this city. When the waiter knew about it, he was no longer a staff member of this hotel.

Greeting refers to the standardized greeting language used when receiving guests according to time, occasion and object.

When you meet foreign guests for the first time, you should take the initiative to say "Hello, welcome to China". "Hello, welcome", "Ladies and gentlemen, welcome to XX Restaurant", "Hello, Mr. XX, we have been waiting for you" and "Hello, nice to meet you".

Greeting guests at different times of the day, such as "good morning", "hello", "good morning", "good afternoon" and "good evening", will be more humane and professional.

When saying goodbye or farewell to guests, you can say "good night", "goodbye", "see you tomorrow", "thank you for coming, welcome to visit again" and "have a safe trip".

When you meet festivals, birthdays and other festive days, you should say, "Merry Christmas to you!" " Happy New Year ""Congratulations on getting rich, prosperous business and all the best! " "Happy birthday to you!" "I wish you a long and healthy life! "For guests from Hong Kong and Guangdong, it is customary to say" Le "instead of" Xi "(because" Le "and" Luo "are homophonic).

When receiving sports and literary delegations, you should say "I wish you a successful competition", "I wish you a successful performance" and "Your performance is really wonderful". When they have made certain achievements, they should also be congratulated.

Reply language 12 cases.

(1) Say to the guest, "Hello, what can I do for you?" "Excuse me, what can I do for you?"

② When leading guests, say "Please follow me", "This way", "Inside" and "Please go upstairs".

(3) Say "OK, I see", "OK, I'll be right there", "OK, I'll listen carefully, please rest assured" and so on.

When you can't hear or understand the guest's question, you should say "I'm sorry, please say it again" and "I'm sorry, I didn't catch it, please say it again?" Wait a minute.

When you can't receive the guests right away, you should say "excuse me, please wait a moment" and "please wait a moment".

⑥ When greeting guests after waiting, say "Sorry to have kept you waiting".

⑦ When you make a mistake in reception or cause trouble to the guests, you should say "I'm really sorry for the trouble" and "I'm sorry, I was negligent just now. Please pay attention in the future. It won't happen again. Please come back for guidance. "

When you leave the guest after the service, you should say, "Please have a good rest, or enjoy your meal. Let me know if you need anything. Goodbye. "

When guests express their thanks, they should say "You're welcome, this is what I should do" and "You're welcome, I'm happy to serve you".

Attending when the guests misunderstand and apologize, they should say "it doesn't matter" and "nothing".

⑾ When a guest makes an excessive or unreasonable request, he should say, "I'm afraid it's impossible", "I'm sorry, I can't meet your request" and "I'll discuss it with my supervisor". At this time, you must hold your breath, politely refuse, and show your education and manners.

⑿ When a guest calls, he should say, "Hello, this is XX Hotel. What can I do for you? " When the bell rings three times, you should say, "I'm sorry to have kept you waiting."

In the hotel service work, the elegant and professional movements of employees need professional training.

When guests come from the opposite side, employees must pay attention to:

(1) slow down. When you are about 2 meters away from the guest, smile at the guest, nod gently and say, "Good morning!" " Hello! "and other polite expressions.

(2) If you bow, stop, bend over between l5 and 30 degrees, look at each other's feet and say hello. It is impolite to bow while walking.

(3) At work, you can pay tribute while working.

Matters needing attention of hotel service personnel during working hours include:

① Smoking is not allowed at work.

(2) Do not make personal calls during office hours. It's impolite to keep guests waiting and waste their time because of personal calls.

(3) Keep quiet in the workplace and on important occasions. Don't talk loudly, and you should also prevent jumping on posts, whispering or joking. If the guest has something to call, don't answer loudly. If the distance is far away, nod your head and serve immediately. If the guest has a phone, please tell him in a low voice and reach out to indicate where to answer the phone. The grand occasion should not only have no sound, but also appear solemn and focused.

Respect for the elderly, respect for women, respect for the disabled, and respect for the customs and habits of different countries and nationalities. It is a social morality to respect women and the elderly. Seating, entering and leaving the hall, getting on and off the elevator and taking the bus should let the elderly and women go first and take the initiative to take care of them. We should be more considerate of the disabled and care for them everywhere. We should respect the unique customs and habits of different countries and nationalities. This requires a certain understanding of this.

(5) lead the guests, should be about one meter on the left, walk with the guests easily. When turning or there are steps, you should turn around to remind the guests.

⑥ Tap three times (or ring the doorbell) when something enters the guest room; If there is no answer, knock three times every few seconds, and then slowly push the door with the consent of the guests; Even if the door is open, tap three times to get the guests ready and wait for the guests to signal before entering. When you leave, close the door gently.

⑦ Use pallets to transport goods. When sending, the front of the goods and words should face the guests, usually with both hands, and politely say "this is ××".

8 In your post, when you meet a passing guest, you should smile and nod. In the corridor or aisle, take the initiative to give way to the oncoming guests. Just like the direction, you must not surpass the guests. If there is something urgent, you should say, "Excuse me, can I go first?" Then, pass sideways.

Pet-name ruby reception guests, don't take the initiative to reach out and shake hands with the guests. When serving guests face to face, don't scratch your head, teeth, blow your nose, sneeze and other uncivilized behaviors. If you want to cough or sneeze, cover your mouth with a handkerchief and lean to one side to minimize the sound.

Attending the guest did not leave, shall not leave the post, otherwise clean up the goods in advance, cleaning and other work is over. Never look at each other coldly or ignore the guests; For guests with physical defects and eccentric personalities, don't point fingers and judge. Salespeople are front-line salespeople who directly deal with customers on behalf of the enterprise, so the behavior of salespeople is not only related to personal image, but also directly affects the reputation of the enterprise, which is also an important link in the success or failure of the enterprise. Therefore, the etiquette of salespeople is as important as the quality of goods.

To be civilized and hospitable, salespeople must establish a good sense of service. Let customers truly experience that shopping with you is a kind of communication and enjoyment. Let them come happily, leave satisfactorily and come again next time.

Salespeople are the facade of an enterprise. When a new day begins, all salespeople should keep in mind the service concepts and slogans such as "customer is God", "customer first, service first". Dedicated to providing customers with warm and high-quality services. Welcome guests warmly, entertain guests warmly, and send them away warmly. Of course, enthusiasm must be moderate.

First, dress according to the uniform. Salespeople, whether wearing uniforms or not, must keep their clothes neat, generous and decent, because this has an important impact on customers' shopping psychology. If a male shop assistant in a shopping mall shows his breasts, holds his sleeves tightly, wears a hat askew, and stands behind the counter with untidy clothes, it will make customers feel that the atmosphere in this store is not good, and shopping in this store will be unsafe, which will directly damage the corporate image.

Salespeople must pay attention to strict inspection, consciously abide by the dress code, and never make beautiful uniforms ugly. If the tie is half open, the hem of the shirt is not tucked up, or the neckline of the coat is wide open and the cuff of the coat is high, it will affect the shopping atmosphere. And low-end shopping malls, not necessarily uniform clothing, but also clean, beautiful and generous. Especially in summer, you can't wear vests, shorts and clothes with bare chest and bare back.

Especially for high-end luxury goods, such as high-end furniture, jewelry, cars and other sales staff, the requirements for dress and appearance must be stricter to show the professional, dedicated and authoritative external image. For example, two companies sell jewelry, and the salespeople in a store each wear their favorite clothes, which is a "sea of flowers"; The other is dressed neatly and uniformly, wearing white gloves. Which one do you prefer to go to?

Second, we should maintain a good mental outlook. Try to rest well before going to work, pay attention to your appearance, and don't look like frost. Male salespeople should be elegant and energetic, and female salespeople can wear light makeup, which is a kind of respect for themselves and others. You must concentrate on your work. You must never get together to chat, listen to music, read books, try out new products, or even go for a few laps outside the store. Male salespeople, in particular, are not allowed to smoke during business hours, talk to customers with cigarettes in their mouths, or even spray cigarettes on customers' faces. Female salespeople, even in their spare time, should not make up or dress up in front of the counter.

Third, we must persist in doing a good job in environmental sanitation. For individuals, first of all, we should do a good job in personal hygiene and make ourselves look clean and tidy. For the whole store or the shelves and counters in charge, it is necessary to scrub and clean them regularly. Don't be hygienic when doing business, otherwise it will make a lot of smoke and customers will think it is unpopular. If you have just finished or are doing cleaning work, you can hang a sign in the corresponding eye-catching position, such as "slide carefully!" And other warning signs, so that your business hall everywhere reflects the customer first business philosophy.

We must also adhere to the "three" and "three tones." Specifically, it means "customers arrive, smile and respect" and "you come, you ask questions, you answer questions and you leave."

First of all, warmly welcome guests, which requires sales staff to let customers feel your warm welcome when they visit their "responsibility area", so as to make customers feel good about you and promote the success of the transaction between the two sides.

Take the initiative to greet guests and serve with a smile. After the customer enters the store, the salesperson should greet the customer with cordial eyes and welcome the customer. Always smiling at customers and smiling at customers will make customers feel warm and feel "at home". Smile is the most beautiful language that touches people's hearts. It is impolite to face customers coldly with that kind of facial expression, which will make customers daunting and even give up the idea of buying things. Customers will never be willing to buy anything under this indifferent expression. Therefore, a salesperson who lacks a smile will definitely lack the presence of customers.

At this time, you should stand up properly. When serving, stand up straight, look at the direction of customers, and naturally hang your hands on your lower abdomen or put them behind your back. People at the counter should stand closer to the counter, but don't put your hands on the counter. Look straight ahead and give yourself a proper smile. Salespeople are not allowed to sit, lie, lean or lean, whether there are customers or not. These movements during the break are hard to leave a good impression on customers.

When customers come and come within one meter of your area, you should smile and say "welcome" or "hello"! Welcome to visit! "

Next, treat customers warmly, which requires sales staff to be polite, enthusiastic, patient, decent and thoughtful in the whole process of receiving and serving customers, so that customers' shopping and your sales can achieve comfortable and pleasant results. Don't interfere too much when customers choose goods.

Don't look at customers with the eyes of "catching thieves". That kind of strange eyes will disgust customers. Especially in supermarkets, we should pay more attention.

When you hand over the goods to the customers, use both hands and handle them with care. Remember to thank customers in case they take the initiative to help. Items with "tips", such as scissors and thorns. You should hand it to customers sideways, or let their tips face you. Don't point their tips directly at customers, so as not to hurt each other.

We must also accurately answer all kinds of questions from customers. Answer enthusiastically, softly and specifically. Answer customers' questions, face customers and answer them in a civilized way. You can't bow your head and ignore it, you can't be vague and absent-minded, and you can do something else while answering. Answer politely and correctly. Don't bump into the customer. No matter how naive or even "redundant" the customer's question seems to the salesperson, you should answer it politely, and you can't show disdain or even sarcasm, which will hurt the customer's self-esteem.

Be sure to answer questions and never tire of asking them. Some customers will ask a question from time to time or ask a question repeatedly when choosing goods. Sometimes several customers will ask questions at the same time, leaving people wondering who to listen to. Salespeople should be patient, calm and give detailed answers. Moreover, it is necessary to trade fairly and seek truth from facts. Don't fake the real thing, shoddy it, and short the weight. Such behavior will hardly win you repeat customers.

When receiving multiple customers, don't judge people by their age, gender, clothes and appearance. No matter old people or children, same sex or opposite sex, even if they are plain-looking or dressed in general, they should be treated equally. Because they are all consumers and gods here, they may bring potential consumer groups. We must greet all the guests with a smile, one after another, two after another, and three after another. At this time, you can greet the third or even more customers with your expression, so that they don't feel left out. When you have time to serve them, take the initiative to apologize, such as "I'm sorry to have kept you waiting." Under no circumstances are salespeople allowed to quarrel with customers. In case of such incidents, shopping malls should take the initiative to take responsibility and don't let customers leave full of grievances.

Let's talk about the enthusiasm of seeing Fujian off. As the saying goes, "buying and selling is not a good thing", no matter whether customers pick and choose for a long time without spending a penny, they still return with a full load. Everyone should say "welcome again", "goodbye" or "take your time".

We have mentioned many times that we must be enthusiastic and moderate. It must be emphasized again here. As we all know, when receiving customers, the enthusiasm of sales staff is better than no enthusiasm. Lack of enthusiasm for customer service, even cold words and harsh words will make customers shudder. However, if the enthusiasm is excessive, it will also make people suspicious and uncomfortable, which will directly affect the customer's desire to buy.

At work, you should be cheerful and look natural. Don't pull a long face, you look unlucky. When customers ask you about goods and services, smile appropriately, or exchange eyes with customers at reception. You can't live without customers, otherwise when customers are far away from you, salespeople will laugh at themselves or even look silly, which is likely to scare away customers.

In addition, some greetings must be used under certain circumstances to take effect. For example, if a customer is looking at cosmetics on the shelf, she may just look at it or compare it, and she doesn't want the help of the salesperson. A shop assistant came up and said, "What do you want? Why don't I show it to you? " , may interrupt each other's thinking, and even lose the determination to buy. If the customer asks the clerk for help or gives you a look, then you can greet him warmly. As long as the customer doesn't contact you directly, you just need to pay a little attention to ensure that you are on call. Some salespeople don't like to stare at each other all the time, and even like to talk to colleagues about their customers' hairstyles, clothes or tails, which will give customers a "stalking" and extremely uncomfortable feeling and just want to leave immediately.

Don't answer the phone when talking with customers, especially for personal calls. Even if you have to answer the phone, you have to solve it in a few words. Don't talk on the phone in front of customers, and don't have sex on the phone. The taste of waiting is really hard.

Remember to create a "zero-interference" shopping space for customers, and require both merchants and salespeople to make active efforts to reduce the interference suffered by customers in the shopping process to zero. Let customers walk freely, choose freely, buy comfortably and get spiritual enjoyment when shopping.

Attention should be paid to the following: First, try not to actively sell goods to customers without asking. Second, if it is not necessary, don't walk behind customers for a long time when they browse the goods. Third, in a certain sales area, the number of shopping guides cannot exceed the number of customers. When necessary, the redundant sales staff can be temporarily transferred. All these are beneficial for customers to relax naturally in the store and create the necessary environment for them to understand and buy goods. With the continuous progress of science and technology and the intensification of competition in the medical industry, the medical model has undergone tremendous changes, and medical work has developed from the traditional "disease-centered" functional model to the "patient-centered" holistic nursing model.

Elegant and healthy charm, steady and moderate pace, natural and cordial smile, warm and considerate words will greatly affect your patients, stabilize their unbalanced mentality, arouse their desire for life, awaken their yearning and pursuit of beautiful things, and have an irreplaceable positive impact on the recovery and health of diseases.

1, beautiful appearance and clothes

Appearance is the basic part of emotional transmission. Therefore, the appearance of nurses has a great influence on patients. Heavy make-up, untidiness, listlessness and indifference not only affect their own image, but also make patients feel distrust.

Nurses should wear light makeup, natural, bright, fresh and close to life, which can enhance patients' closeness and trust in you.

Dress solemnly and appropriately. This not only embodies the professional characteristics of nurses, but also shows their unique temperament and image. Nurses' clothing should be mainly skirts, neat, solemn and generous. The clothes should be about 5 cm above the knee, underwear should not be exposed, earrings, bracelets, rings and other accessories should not be worn, shoes should be white, soft-soled wedges, socks should be skin-colored stockings, and the bottom of the skirt should not be exposed.

Nurse hat. Keep the nurse's hat white, crisp and wrinkle-free. When you wear a hat, you should arrange your hair first. Hair should not be too high, too much or too long. The hair in the ear should be combed behind the ear, and the long hair should be put on the net with a hairnet, so that the hair does not cover the eyebrows in front, but covers the shoulders at the back and the ears at the side. Fix it on the back of the hat with hairpins, and do not use hairpins on both sides of the hat wings to keep the image of swallows spreading their wings and flying.

2. Beautiful behavior

Nurses are the protectors of human health and the patron saint of life, and their behavior has an extremely important impact on patients' psychology.

Standing posture: Standing is the most basic activity situation for nurses, and it is also the basis for maintaining beautiful appearance.

1) When standing, the neck is straight, the eyes look straight, the jaw, abdomen and chest are slightly adducted, the arms naturally droop, the right hand holds the back of the left finger, the legs stand upright, and the center of gravity is raised. The distance between the two toes is 10- 15 cm, and the distance between the heels is 5-7 cm, so that the five points on the back are on the same plane.

2) Natural standing refers to placing hands naturally on the basis of standard standing.

Walking posture: Most of the work of nurses is carried out while walking. When walking, eyes look straight ahead, abdomen is closed, chest is lifted, arms swing naturally, swing range is about 30 degrees, feet walk in a straight line, gait is light and steady, and feet are strong. When two people pass by, they should keep 10 cm to avoid collision and rudeness.

Pushing posture: When pushing a cart, hold both sides of the handlebar with both hands and lean forward slightly. When entering the ward, stop first, gently open the door by hand, and then push the cart to the patient's bed.

Holding the medical record clip: Hold the medical record clip slightly at the front end with the left hand and sandwich it between the elbow joint and the waist. The front end of the medical record clip is slightly upturned, and the right hand naturally droops or swings. When turning the medical record folder, the thumb and forefinger of the right hand slide from the middle gap to the edge and turn up slightly.

End-plate posture: Take a natural standing posture, hold the edge of the plate bottom at 1/3 with your elbows, hold the plate body with your thumb and forefinger, and hold the plate bottom with the other three fingers naturally separated, with your elbow at 90 degrees, so that the edge of the plate is 3-5cm away from your body. Keep the plate stable, don't tilt it, and don't put your fingers into it.

3) Sitting posture: Hold the upper edge of the chair back with your right hand, put your four fingers together on the outside, including your thumb, lift it steadily and put it down gently to keep the ward quiet. When sitting down, put your right foot back a little, touch the skirt with your left hand, and put your palm down on the ipsilateral thigh (or on the towel on the left thigh) after sitting down, with the torso and thigh at 90 degrees, eyes looking straight, chest held high, natural and generous). When you stand up. When communicating with patients, don't sit on the patient's bed, don't sit and talk with standing patients, and it's best to keep the patient's head-up posture, so that patients will feel kind and natural and have a good impression on you.

4) Nurses should learn to smile warmly and friendly. A nurse's smile is the embodiment of love, which can create a pleasant and reliable atmosphere for patients.

Respecting patients means being enthusiastic, caring, courteous in service, civilized in language and kind in attitude. In the communication with patients, we should fully respect the personality and dignity of patients and meet their legitimate wishes and reasonable requirements. The concrete manifestations are: respecting patients, caring for patients, not discriminating against patients, encouraging patients, understanding patients and helping patients. We should also do "four lightness" in ward and patrol, that is, speak lightly, walk lightly, operate lightly and close the door lightly.

3. The beauty of language communication

Words are hearts and words are mirrors. The language of medical staff has the functions of "treating diseases" and "causing diseases", and it is a tool for psychotherapy and psychological nursing. Therefore, an excellent medical staff must master civilized language. Pronunciation should be clear, tone should be gentle, meaning should be accurate, and efforts should be made to get through the emotional communication between medical staff and patients.

Language should be polite and modest. To create a polite, modest and gentle image, we should pay more attention to intonation, tone and words.

Language should be emotional and confidential. For example, in the morning, I walked into the ward and greeted with a smile: "Good morning! Did you have a good rest last night? " "How do you feel?" These are not simple greetings, but an emotional exchange. Sometimes patients are sensitive to their own diseases, so medical staff sometimes need to tell them euphemistically and implicitly to relieve their mental stress. At the same time, medical personnel must fulfill their confidentiality obligations for patients' privacy, physical defects and other secrets that they are unwilling to disclose.

1) Welcome: The admission of patients is the beginning of establishing a good relationship. Nurses should stand up, receive warmly, give necessary explanations and help to patients and their families, and escort patients to hospital beds. When you leave the hospital, you should send it to the door of the ward and say goodbye to the patient with farewell words, such as: please take medicine on time, please have regular outpatient check-ups, wish you a speedy recovery, goodbye, etc.

2) nursing operation terms:

There are three kinds: preoperative explanation, intraoperative guidance and postoperative guidance.

① Preoperative note: Hello, according to your condition, you need intravenous infusion now. Do you need to defecate now? Do you want me to help you prepare?

② Operation instruction: Would you please reach out and choose your left hand? Let me put a tourniquet on you so that you can clench your fist. Yes, it works well together. Don't be nervous. I'll be light. Please rest assured. If you miss a needle, you should apologize to the patient and say, I'm sorry to have caused you more pain. ...

(3) After the operation: You cooperated very well, thank you. How are you feeling? Please pay attention to whether the needle is painful, swollen or inappropriate. The pager is next to you. You can call me at any time. Now you can rest in peace. Fastening your seat belt is a preparation before driving. Before driving, you should confirm your destination with the passengers.

When the passengers on the bus are old, pregnant or sick, they should drive smoothly to ensure the safety and comfort of the passengers. And when getting on and off the bus, if possible, take the initiative to help.

If you need to answer the phone, you must stop first to ensure the safety of yourself and other passengers.

Don't always "peek" at the passengers in the back seat through the rearview mirror, unless it's someone you can't get close to. Otherwise, people will always feel unnatural.

In order to keep the air in the car fresh, drivers must take the lead in not smoking in the car.

When passengers get off the bus, remind them to take their things well.

It is common to chat with passengers to relieve boredom. But pay attention to the topic. Just like the weather, local customs, specialties, places of interest and scenic spots along the way, some hot topics can always be said. Personal topics such as marriage, age (especially women), salary and even what you are doing here should not be asked. There are also things like gossip, which is also very vulgar.

When the car is parked at the intersection, it should be parked away from the sidewalk to avoid inconvenience to pedestrians. Even if the traffic lights have turned green, don't grab the road with pedestrians to avoid accidents.

When the car passes through the puddle, it must pay attention to slow down and avoid it. Don't splash water on pedestrians because it runs fast.

Now novice drivers have obvious signs behind their cars. We should be tolerant and understanding of new drivers. Don't honk your horn hard at the back, or follow too close, which will cause beginners to be nervous and have an accident.

It is impolite to honk the car horn frequently in a short period of time, just like a person shouting. Honking the horn in traffic jam is not only useless, but also annoying.

It is also uncivilized to throw things outside the car and spit everywhere.

Drivers should pay attention to their own clothes and don't get carried away and think that the car is a private space. Some men even drive shirtless in hot weather.

If it is a car driver, but also pay attention to:

After receiving the departure task, wait at the designated place 5- 10 minutes in advance. When waiting for the bus, you must never rush or honk your horn.

Guests should wait outside the car and open the door for them before boarding. Open the door with one hand and put the other hand on the door. In case the guest accidentally raises his head and bumps into the top of the door, he will bump into your hand instead of the metal door.

In view of the particularity of drivers' work, we should strictly abide by the confidentiality system: don't say what we shouldn't say, don't ask what we shouldn't ask, and don't listen to what we shouldn't listen to. Otherwise, it is not allowed in terms of professional ethics, system and law. The work of bus conductor belongs to window work, which represents the civilized image of a city to a certain extent. Therefore, it is necessary for the conductor to master some basic work etiquette.

If the conductor has work clothes, he should wear them to work, and the work clothes should be clean and tidy to show his love and dedication.

The conductor must not have different attitudes because of the different clothes or identities of passengers.

The working language should be Mandarin, so that non-locals can understand your newspaper station.

If the bus does not have an automatic stop reporting system, the conductor should take the initiative to report the stop to facilitate passengers to get on and off.

When the car turns, the conductor should remind the passengers to grasp it in time.

When passengers have disputes and quarrels, they should be persuaded promptly and effectively.

When the bus is late and passengers complain, the conductor must listen carefully, explain patiently and objectively, and can't be impatient, ignore or blindly pass the buck.

When a passenger asks about the transfer route, if you know it, you should tell the passenger as detailed and clearly as possible, and don't say anything that scares the passenger.

Whether selling tickets or checking tickets, the conductor must be patient, civilized and modest.