Polite expressions in the process of service

Polite expressions in the process of service

Politeness in the service process is advocated in today's society, and the service industry is even more essential. You must know the etiquette, know the etiquette, and then you can observe the etiquette. Politeness is also something that everyone must understand. The following is the content of polite expressions in the service process!

Polite expressions in the process of service. The basic requirements of politeness:

(1) Speak respectfully and have a steady attitude;

② Speak politely, concisely and clearly;

③ Speak warmly and euphemistically;

(4) Pay attention to language art when speaking, and strive to be graceful and euphemistic;

⑤ Pay attention to manners and expressions when talking with guests. "Three lightness": walking lightly, speaking lightly and operating lightly.

"three don't care": don't care about the beautiful language of the guests; Regardless of the impatient attitude of the guests; Ignoring the unreasonable demands of individual guests.

"Four Diligences": Oral Diligence, Eye Diligence, Leg Diligence and Hand Diligence (Brain Diligence).

"four don't talk": don't say rude words; Don't swear; Don't speak sarcastically; No service.

"Five Tones": When guests come, they are greeted, asked questions, answered, made mistakes at work, helped to apologize, and sent away when they leave.

"Six polite expressions": greetings, entreaties, apologies, thanks, honorifics and farewell.

Eleven polite expressions: please, you, hello, thank you, sorry, goodbye.

"Four service taboos": contempt, negation, contradiction and irritability.

2. Honorary service

Basic requirements: ① pleasant and clear language tone; ② The language content is accurate and substantial; 3. The tone is sincere and cordial; ④ Speak Mandarin well; ⑤ Language expression is just the opposite of benefit.

3. Basic terminology

(1) When guests come to the restaurant, the greeters use "Welcome", "Welcome" and "Hello".

(2) Use "thank you" and "thank you" when guests bring convenience to the waiter's work.

(3) "Please wait a moment" or "Please wait a moment" is used to indicate that you can't provide services to the guests immediately, in a responsible manner.

(4) "Please wait" or "Please wait" are used to apologize for disturbing or causing inconvenience to the guests.

⑤ "Thank you for waiting", I warmly apologize to the waiting guests.

⑥ "I'm sorry" or "I'm very sorry" is used to say it sincerely and politely, because it brings trouble or inconvenience to the guests.

⑦ When the guests leave, use "Goodbye", "Take your time" and "Welcome next time" to express enthusiasm and sincerity.

Mode refers to the way a person acts. Posture refers to the appearance of the body, and demeanor is the external expression of personal quality cultivation in interpersonal communication, and it is also the expression of temperament.

Polite expressions in Service 2 (1) greetings

Greet customers with a natural and graceful smile and make them feel at home. Don't be stupefied, insensitive, indifferent and unfriendly.

1, welcome:

1, * *, good morning! (Before 10 in the morning)

2, * *, hello!

3. What do you want to see?

4. What can I do for you?

It doesn't matter if you don't buy it. You are welcome to have a look.

A moment, please. I will come as soon as I receive this.

2. For sale:

7. Please choose first. If it doesn't fit, I'll change it for you.

8. Give * pieces first, choose slowly, let me know when you have chosen, and I will receive other customers first.

9. Please choose nearby, and don't take the goods too far. I hope you can understand.

2. Transaction:

10, please take this receipt to the cashier over there to pay.

② Introduction of terminology

Enthusiasm, sincerity, seeking truth from facts, highlighting the characteristics of goods, grasping the psychology of customers, being a good "consultant" and not exaggerating and deceiving customers.

1 product introduction

1 1, a famous product in China, has been very popular for its fine workmanship and reasonable price.

12, this is a new product, its characteristics and advantages are ......

13. I can give you some advice if necessary.

14. Although the price of this commodity is high, it is beautiful, practical and distinctive. Please buy and use it.

15, several varieties of this commodity are good, you can choose at will.

I think you look beautiful in this style.

17 I think this dress suits your complexion and suits you very well.

18, this thing is not resistant to high temperature, please pay attention when using it.

19. What is the size and age of the comrade who asked you to buy things? I can help you choose.

Please read the instructions first when you go back to use it.

2 1. Sorry, the product you want has just been sold out, but * * has the same performance. Can I show it to you?

Although this product is beautiful and cheap, it doesn't suit you. what do you think?

This product is very popular at present. You can buy it back for your friends or keep it for your own use.

2. When out of stock

24. Unfortunately, we have just sold out the goods you want, and they will not be available in the near future. Please try another store.

This commodity will be on the market in a few days. Please take a moment to have a look.

26. This commodity is temporarily out of stock. If it is convenient, please leave your name and contact information.

27. The goods you want to buy are sold on the * floor, and there is an escalator upstairs.

28. The place you want to go is in the * * area, so you can get off at the * station by bus. ......

③ Apologize clause

Sincere attitude and mild tone are required, especially when accepting complaints, try to win the understanding of customers. It is not allowed to do something wrong without apologizing to customers, but to stimulate, hurt and tease customers.

42. Sorry to have kept you waiting.

43. Sorry, I was too busy just now to hear you call me. Is there anything I can do for you

44. Sorry, I got the wrong model. Which model do you want to see?

45. I'm sorry to make you run an extra trip.

Sorry, I really don't understand this question. Please forgive me.

47. Sorry, I gave you the wrong ticket. I will reopen it for you.

Please understand the misunderstanding just now.

49. I can reflect your opinion to the leader and improve our work.

50. Sorry, I was careless in my work. I will try to correct it in the future.

5 1, your opinion is right. We made a mistake and we apologize.

52. I'm very sorry, but the shop assistant is not in. I will certainly convey my opinion to him.

Your suggestion is very good, and we will certainly adopt it and improve our work.

Please forgive me for not talking about working hours.

Sorry, I can't solve this problem. Just a moment, please. I'll ask the leader.

56. Please forgive me for making you unhappy.

Sorry, I'm not sure. I can ask other salespeople to see if they can answer. A moment, please.

58) Our service is not thoughtful, please forgive us!

(4) Explanatory terms

Euphemism and caution are required, and appropriate language is used to convince people and customers. Don't hurt customers with blunt, irritating and excessive language, and don't be careless and irresponsible to customers.

59. I'm sorry, this is really a product quality problem. I'll pay you back.

60. I'm really sorry, this kind of clothes has poor elasticity, and it's easy to get out of shape and is not suitable for trying on. If you

I'm not sure about the size. Let me measure you.

6 1, please forgive me, this kind of clothes is light in color and easy to get dirty, so it is not suitable for trying on. You can compare the sizes.

Sorry, this product is in direct contact with human body. According to the relevant regulations of the state, it cannot be returned. Please select it and try again.

63. Sorry, if it's not the quality problem, the cosmetics you sold for this product can't be returned.

64. I'm very sorry, but your products have been inspected. It's not a quality problem. It is difficult to sell to other customers, so it is difficult to return it to you.

Comrade, you have bought this product for three months, but it has not kept its original quality. Please go to the quality tracking station for identification.

Make it clear that it is really a quality problem, and the insurance is returned.

66. This pair of shoes has expired. According to the regulations, we can only repair it for you. Please forgive me.

67. There is something wrong with the goods to be processed. I have no right to ask the leader.