Who has PPT of property service etiquette, can you learn from it?

Service etiquette

First, the service concept of the property management industry

1, active service consciousness: think about what users think, be anxious about what users are anxious about, and do what users need.

2, don't do evil, don't do good.

The word "please" is in power, and the word "thank you" never leaves the mouth.

4. There is no blind spot in management and no blind spot in service.

5. Manage the owner's property and serve the owner. Everything is service-oriented and everything is for the owner.

6. Management depends on people, service depends on people, and people depend on quality. ( 100- 1=0).

8, management and service simultaneously, management is the foundation, service is fundamental, must reflect the service in management, must make service more important than management.

9. The landlord/tenant is a friend. The purpose of treating the owner as a friend is to reduce or eliminate the gap between the owner and us, understand each other and help each other when we provide services.

10, property management actually includes smiling service, polite service, considerate service, committed service, tracking service and patient service.

1 1. Staff role of property management company (six-person service): waiter, security guard, cleaner, repairman, fireman and administrator.

Second, the "five senses" service

In the late service process, in the face of customer-to-customer contact, we should grasp the discretion and give the owner customers:

Kindness: greet the host in advance, with a natural expression and a smile, which gives people kindness.

Sincerity: Be honest, remember not to cheat or perfunctory customers at any time, and let customers feel that the service you provide is sincere.

Respect: Listen carefully to customers' inquiries and use honorific words when answering owners, giving owners/customers a sense of respect.

Relieved: it seems relaxed and natural, not nervous, giving the host and customers a sense of relief.

Calm: calm, calm and calm, giving shopkeepers and customers a calm feeling.

Third, etiquette and politeness.

(1) Politeness generally refers to expressing modesty and respect to people through words and actions in interpersonal relationships.

(2) Etiquette-usually refers to the customary form that people show respect and friendship to each other in communication occasions. It is actually a concrete form of politeness, and its relationship with politeness is that there is no manners without manners, and politeness is bound to be accompanied by concrete manners.

Therefore, politeness is the basis of etiquette, and etiquette is the basic component of etiquette. In essence, all three show respect and friendship for others.

(3) Etiquette principle

1. Abide by the principle: In communication, regardless of position, status and wealth, we should consciously/voluntarily abide by etiquette, in every word and deed, and in every move.

2. Self-discipline principle: self-requirement, self-restraint, self-control, self-comparison, self-reflection and self-restraint.

3. The principle of respecting others: mutual humility, mutual respect, friendly treatment, harmony, attention, respect and friendship are the first priority.

4. Tolerance principle: Be strict with yourself, be more tolerant, considerate and understanding of others, and don't be too demanding.

5. Principle of equality: When using etiquette, different people are allowed to adopt different methods according to different customers, but the core point is to treat people equally and give them the same degree of courtesy.

6. When in Rome, do as the Romans do: Due to the differences in nationality, nationality and cultural background, there has been a hundred miles of local customs. Don't be arrogant. When in Rome, do as the Romans do, keep in line with the habits and practices of most people, and don't be arrogant.

7. Principle of sincerity: We must treat people sincerely, sincerely, honestly, consistently in words and deeds, and consistently in appearance. We should not be duplicitous, fraudulent or opportunistic in specific operations.

8. Principle of moderation: When applying etiquette, in order to ensure the effect, we must pay attention to skills, standardize cooperation, pay special attention to proper limit, and be serious and decent.

Fourth, the standard of civility and politeness.

Appearance: it is a person's appearance, including appearance, posture, personal hygiene, clothing, etc., and it is the external expression of a person's mental outlook. Good instruments can reflect the company's atmosphere, grades and specifications, and employees must pay attention to instruments. The specific requirements are as follows:

1, dress neatly, wear work clothes at work, and keep it clean and tidy. Buttons should be fully buttoned, the left chest should wear a work number plate, sleeves and trousers should not be rolled up, female employees should wear skirts, socks should not be exposed, and flesh-colored socks should be worn. When you wear a tie, you should put the hem of your clothes in your pants and wear black leather shoes to keep it bright.

2, the appearance should be generous, nails should be trimmed frequently, no nails should be cut, no colored nail polish should be applied, and the hair style should be as required by the company. Male employees should leave inch hair, hair corners should not cover their ears, female employees should not leave weird hair styles, and their hair should be neat and tidy, not long hair.

3, pay attention to personal hygiene, take care of teeth, male employees insist on shaving every day, nose hair is not allowed out of the nostrils, hands should be kept clean, brush your teeth in the morning and evening, rinse your mouth after meals. Take a bath frequently to prevent odor, and do not eat smelly food or drink alcoholic beverages before going to work.

Pay attention to rest, get enough sleep, exercise regularly, keep a good mental state, and don't look tired at work.

Female employees should wear light makeup, but they are not allowed to wear weird jewelry and exaggerated headdresses. Necklaces are not exposed, and men and women are not allowed to wear colored glasses.

6. Before going to work every day, check your instrument. When sorting instruments in public * * * field, go to the bathroom and workshop, where guests can't see them, and don't do it in public * * * field in front of guests.

< 2. Expression: It is the modality revealed by human facial dynamics, and expression is very important in the impression. When providing services to customers, we should pay attention to the following points:

1. Smile, which is pleasant and gives people a sense of intimacy, instead of a cold face and a dull expression, giving people an unwelcome feeling.

2. Listen attentively and give people a sense of respect. Don't be listless or careless, giving people the feeling of being unwelcome.

3. Treat people sincerely, neither humble nor supercilious, giving people a sense of sincerity. Don't be afraid. Only Nuo Nuo gives people a sense of hypocrisy.

4. Be calm and steady, giving people a feeling of calmness, and don't panic, giving people a feeling of impatience.

5, to appear calm, relaxed, confident, don't frown, full of gloom, giving people a sense of weight.

6. Don't look bored, stiff and angry, and don't make faces and stick out your tongue, giving people the feeling of disrespect.

(3) Etiquette: It refers to people's manners and demeanor in communication activities, including etiquette in daily life and work. The specific requirements are as follows:

1. Standing posture: stand upright, chest out and abdomen in, eyes straight up, mouth slightly closed, smiling, arms naturally drooping or crossed on the chest, right hand on the left hand, and keep the state of serving guests at any time. Don't put your hands on your hips, don't put your pockets, and don't hold your chest. When a female employee stands, her feet are V-shaped, and her knees and heels should be tightened. When a male employee stands, his feet should be shoulder-width apart and his body should not be staggered. When you are tired, you can stand back half a step or move a little, but keep your upper body upright. Don't stretch your feet forward or backward too much, or even spread them out, or stand against the wall. Keep full of energy and keep upright at all times.

2. Walking state: Walk lightly and steadily. Pay attention to hold your head high, your shoulders should be flat and your body should be straight. Don't twist your waist when you walk, and don't shake your arms when you walk. Don't shake your head, whistle, eat snacks, look around, put your hands in your pockets or snap your fingers when you walk. Don't hold hands with others, hug your waist and back, don't run and don't jump. When you have to surpass the guests because of work needs, you should apologize politely, say you are sorry, and pay attention at the same time.

1) Try to stay to the right and don't walk in the middle.

2) When meeting colleagues and guests, you should nod your head as a gift.

3) When accompanying superiors and guests to the door, open the door actively and let them go first. You can't beat yourself.

4) Take the initiative to open the door when taking the elevator with the superior guests, and let them go up first and then down.

5) When the guests want to come or go up and down the stairs, take the initiative to give way to the guests.

3. A "body language" with concrete expressive force. Gestures should be standardized and moderate. When giving directions to guests, straighten your arms, put your fingers together naturally, and put your palms up. It's natural to show the guests the way. Don't point with one finger when introducing or indicating directions. Don't use too many gestures when you speak, and the amplitude should not be too big, otherwise it is gilding the lily. When handing something to a guest, you should respectfully offer it with both hands. Never throw it casually, and avoid pointing your finger or pen directly at the guest.

4. Behavior

1) Behave dignified, behave in a civilized and polite manner, and stand, walk and sit in accordance with the specified requirements. Walk in front when welcoming guests, walk behind when seeing them off, make way for the guests, don't grab the road, don't walk among the guests.

2) Prohibit all kinds of uncivilized behaviors in front of guests. If you smoke, eat snacks, pick your nose, manicure and stretch, try to hide or avoid it even if you have to. No spitting, littering, scraps of paper, cigarette butts and other sundries are allowed in the workplace and at ordinary times.

3) Keep quiet indoors at work, speak softly, don't talk loudly, play, whistle or sing a tune in front of guests, walk lightly, take and put things lightly to avoid noise.

4) When entering the domestic service, you should knock on the door for three times with appropriate intensity and form a good habit. You can only open the door when you are allowed to answer the phone.

5) Serving guests is the first need. When guests come to your post, no matter what you are doing, you should stop to meet them.

6) Treat guests equally. When two guests are present at the same time, don't be too affectionate with one guest, and don't talk to another guest for a long time. Contact with guests should be warm and generous, and behave appropriately, but not too intimate, so as not to hurt the company and personality.

7) It is forbidden to joke, play and take nicknames with guests.

8) When talking between guests, don't go near to eavesdrop, and don't peek at the behavior of the guests.

9) Don't whisper, tell people what to do or watch guests who look weird, look weird or dress weird. When you hear the guest's dialect is funny, you can't imitate ridicule. Be warm and considerate to guests with physical defects or illness, and don't show any dislike.

10) guests are unfamiliar with the division of labor in the company, and their requirements may exceed the service beyond your responsibility. Never kick a guest around like a ball. You should take the initiative to contact the relevant departments for the guests to meet their requirements, and you can't hang "nothing".

1 1) Don't bring unhappiness in work or life to the service, let alone vent it on the guests.

5. Nine basic polite expressions

1) Address forms: miss, madam, gentleman, that gentleman, that lady, aunt, etc.

2) Welcome words: Welcome to our company, welcome to our building, welcome to visit and so on.

3) greetings: hello, good morning, good afternoon, good morning, good morning, good afternoon, good evening, hard journey, etc.

4) Congratulations: I wish you a happy holiday, a merry Christmas, a happy New Year, a happy birthday, a happy wedding, a happy New Year and all the best.

5) Farewell words: Goodbye, good night, see you tomorrow, have a nice trip and have a safe journey, welcome to wait again next time.

6) Apologize: I'm sorry, please forgive me for disturbing you, being rude, very sorry, etc.

7) Thank you: Thank you, thank you very much, etc.

8) Response: Yes, OK, I see. Thank you for your kindness. You're welcome. It's okay. This is what I should do.

9) Question: What can I do for you? Can I help you? Do you like (need, can you? …)? Would you like to? ... okay?

10) basic expression cross: hello, thank you, please, sorry, goodbye.

1 1) Ten common polite expressions: please, thank you, I'm sorry, please forgive me, it's okay, it's okay, you're welcome, good morning, hello, goodbye.

6, guest service language requirements

1) When you meet a guest, you should stand and serve the guest with a smile. Waiters should speak first, take the initiative to say hello, address them properly, respect them, and express their enthusiasm with simple and cordial greetings and caring phrases. For familiar guests, pay attention to address the guest's last name. When greeting guests, you can talk about some appropriate things, but don't ask questions that guests don't like to answer.

2) When talking with guests, you should keep a distance of about 1 m, pay attention to the use of polite expressions, pay attention to the word "please" as the first word, and never leave the word "thank you" to show respect for the guests.

3) Pay full attention to the guest's words, listen attentively, keep your eyes on the guest's face, but don't stare at the guest. Wait until the guest has finished talking, don't interrupt the guest's conversation, don't be impatient when the guest talks to you, put down what you are doing, look at the other person, smile and react. Don't be absent-minded, glance left and right, be careless and ignore, and politely ask the guests to repeat what they didn't hear clearly.

4) Ask the guests to repeat satisfactorily. When you encounter something you don't understand or know, try to find relevant information or ask the leader to answer the guests. I'm sorry, "I can follow up on this question", "I don't know" or "I don't know". When you answer the question, you should be responsible, don't pretend to understand, don't be ambiguous and answer at will.

5) When speaking, especially when the guests ask us to serve, we should show a willingness to serve the guests from the language, instead of showing boredom and indifference, and say "OK, I'll do it right away". Never say, "How did you do it?

6) When talking with the guests, the attitude should be kind, the language should be kind, the tone should be natural, soft and kind, the volume should be moderate, neither too high nor too low, be concise, and the answer should be quick and clear.

7) When a service requirement put forward by a guest cannot be met at the moment, he should take the initiative to explain the reason to the guest, apologize to the guest, and at the same time give the guest suggestions to solve the problem or take the initiative to help contact and solve it. Let the guests know that although the problem has not been solved for the time being, it has been taken seriously and received the help it deserves.

8) On the issues of principle and sensitivity, the attitude should be clear, but the way of speaking should be tactful, that is, it should not violate the company regulations, but also safeguard the self-esteem of the guests. Never use questioning, questioning, commanding and arrogant ways of speaking, and put an end to ridicule, denial and quarrel. Use questions, requests, discussions and explanations.

(1) Ask: For example, "Excuse me ..."?

(2) Request: such as "Please help us ..."?

(3) Discuss the formula: such as "How about this"?

④ Explain the formula: for example, "In this case, the reason is this ……" (the principle is to convince people by reasoning, not by rules).

9) Show concern, sympathy and understanding for the difficulties of the guests, and try to find solutions.

10) If you encounter a dispute with a guest, please find a superior to handle it. Never quarrel with guests. In addition, remember the following points in the service to guests:

(1) When talking with more than three people, use a language that everyone understands.

Don't imitate other people's language, tone and speech.

(3) don't get together to chat, laugh loudly, make a noise.

Don't yell at another person.

⑤ Don't refute, satirize or dig at the guests with any excuse.

6. Don't joke too much.

⑦ Don't quarrel loudly, quarrel loudly and talk loudly.

⑧ foul language and contemptuous and insulting language are not allowed.

Pet-name ruby don't speak language that is detrimental to the company's image.

7. Service attitude standard: A good service attitude will make guests feel friendly, enthusiastic, simple and sincere. Specifically, to serve our guests, we should:

1) Being serious and responsible is to be anxious about what the guests are anxious about, to think about what the guests think, to do everything for the guests seriously, and to give them a satisfactory result and reply regardless of the size of the matter. Even if the service requirements put forward by the guests do not belong to their own post services, they should take the initiative to contact the relevant departments, take solving the guests' affairs as an important thing, and do well according to the guests' requirements.

2) Proactive, that is, mastering the rules of service work, consciously doing a good job of service before the guests' requirements, being proactive and helpful, and providing convenience for the guests everywhere.

3) Enthusiasm and patience refer to treating people like relatives, smiling, full of energy, friendly attitude, kind language, enthusiasm and sincerity. Guests should listen to opinions with an open mind, try to be considerate when they are emotional, and never quarrel or conflict with them.

4) Meticulousness refers to being good at observing and analyzing the psychological characteristics of the guests, knowing how to find the needs of the guests from their expressions and manners, and correctly grasping the service opportunity. The effect exceeds the expectations of the guests, and it is considerate and comprehensive.

5) Civilized and polite, with high cultural accomplishment, healthy language, elegant speech, dignified manners, respect for the customs and habits of different nationalities, and pay attention to showing a good mental outlook everywhere.

6) Put an end to avoidance, coping, prevarication, boredom, indifference, contempt, arrogance and indifference in service work.

8, salute specification

(1), salute:

1), when meeting company leaders or department leaders, you must salute and say hello, and skillfully use the straight-ahead gesture to signal the vehicle to drive.

2) In case of visiting groups or vehicles from other units, you must salute, walk in a straight line and give a long ceremony when necessary.

3. When checking documents, vehicles and articles, you need to salute the inspected person first.

4) Salute in advance to stop the violation of rules and regulations.

5), post succession, before the handover, the two sides should salute.

6) Salute when government leaders visit or deal with problems during working hours.

(2), salute time:

1), when the two sides walked to a distance of 3 to 5 meters, they began to salute.

2) When the driving vehicle starts to notice the post, it starts to salute.

Verb (abbreviation for verb) traditional service

1. When checking the certificates of the owner's customers, you should first salute the inspected person and then say, "Hello! Please show me your certificate. " Customers should be grateful if they show their certificates and verify them. "Thank you for your cooperation." If the customer refuses to show his/her certificate, he/she should say, "I'm sorry, it's a company policy, please cooperate with me." If the person under inspection forgets to bring his certificate and needs to enter the community urgently, he should say, "Please wait a moment, I'll ask for instructions, OK?"

2. Check the time of the vehicle and use standard gestures to signal the vehicle to stop and salute. Foreign vehicles and operating vehicles shall issue temporary vehicle access cards to the respondents and explain relevant matters, and then use standard gestures to guide vehicles to enter.

3. When you meet a customer who has something to ask, don't avoid the customer's inquiry. You should greet him warmly, salute him and say hello: "Hello, what can I do for you?" When he knows the customer's inquiry, he should give a detailed answer. If the customer doesn't know what he is asking, he should apologize to the customer: "I'm sorry, I didn't know what you asked." If time permits, I can ask my colleagues and tell you, ok? " Be careful not to reject customers directly, and don't pretend not to understand and deceive customers with lies.

4. When the customer carries things, he should take the initiative to help the customer carry things without leaving his post. If it takes a while to leave your post, apologize to the customer: "I'm really sorry, I can't leave my post during working hours, I can only help you walk a short distance." Remember, customers are ordinary people and won't be very demanding of us. Don't deliberately leave your post to help customers, and don't call the patrol post for help.

5. When customers pass by the sentry box, they should greet them warmly. If the customer goes out, say "Mr./Ms. XXX, please walk slowly." If the customer comes back, he should say, "Mr./Ms. XX, you are back!" " Of course, there are many greetings. You can't just say a few words stubbornly. You should always greet the host, the right person, the right scene and the customer.

6. When the customer violates the company's management regulations, be polite to stop dissuasion, and remember that politeness is the basic content of service work. When stopping, the sound and behavior are no exception.

7. When the owner's customers complain to you, you should listen carefully, don't be impatient, and carefully record the contents of the complaint. If you complain about this department, you should apologize to it and report the complaint to the department leader in time. If you complain about other departments of the company, you should first apologize to the owner: "I'm sorry, we haven't done enough work, and I will reflect your opinions to the department."

Six, service personnel "seven don't ask"

1, don't ask the age: don't ask the age of the guest in person, especially the woman.

2. Don't ask about wedding cigarettes: Wedding cigarettes are purely personal privacy, and it is impolite to ask others this information.

3, don't ask about income: income is related to personal ability and status to some extent, and it is a person's face.

4. Don't ask the address: Unless you want to visit his home, generally don't ask the address of the guest.

5. Don't ask about experience: personal experience is a person's card, even privacy.

6, don't ask about faith: religious beliefs and political opinions are very serious, can't talk nonsense.

7, don't ask the body: a person with physical problems, don't ask his weight, can't just say that he is fatter than others.

Seven. Professional ethics and standards

1, professional ethics: refers to the code of conduct that service personnel should abide by in the process of service, in the reception of their clients, in the communication with clients, in the communication with their units and in the communication with the country.

2. Enthusiasm and friendliness are customer-centered, which is the most basic and distinctive norm of the company's professional ethics and the concrete embodiment of the company's warm welcome to customers. Its specific requirements are as follows:

1) Be modest and prudent, and respect the guests. 2) Keep in mind the service purpose and ethical behavior. 3) Warm and friendly, neither humble nor supercilious.

3. Sincerity, justice and reputation first are the code of conduct for correctly handling the actual interests between the company and the guests. The specific requirements are:

1) all kinds of publicity, just right. 3) Treat guests sincerely and collect money.

2) The price is determined by the quality and the charge is reasonable. 4) Seek truth from facts, and correct your mistakes.

Politeness and good service are the most important requirements of the company. Its specific requirements are:

1) clean appearance and generous behavior. 4) Ensure the quality and quantity, and the facilities are in good condition.

2) Smile and be polite. 5) Serious and thoughtful service.

3) Beautiful environment and good order.

5, unity and cooperation, the tail from wagging the dog, is the code of conduct to deal with the length of each department and position, its specific requirements are:

1) Unity, friendship and mutual respect. 3) Learn advanced and help each other.

2) Cooperate closely and support each other. 4) Carry forward the style and care for each other.

6, law-abiding, honest, is not only the requirement of administrative legal norms, but also the requirement of moral norms, its specific requirements are:

1) Consciously abide by professional discipline.

2) Strictly implement policies and decrees.

3) Diligence and thrift, honesty and integrity.

4) Oppose and correct all kinds of unhealthy tendencies.

7, improve business skills, is a variety of professional ethics * * * and norms, its specific requirements are:

1) must have a strong sense of professional ethics.

2) Have lofty professional ideals and strong moral will. 3) There should be clear ways and means.

Eight, work discipline standards

1, familiar with the rules and regulations of the company. Familiar with the work content, operation process and service standard of this position, and have the consciousness and enthusiasm of strictly observing discipline.

2. Don't take advantage of your work to curry favor with guests, practise jobbery for personal gain, strictly abide by company secrets, don't read what you shouldn't read, don't say what you shouldn't say, don't ask what you shouldn't ask, report in time in case of any situation, don't take back the deduction without permission, ask for tips, take care of the company and the guests' property, and don't rummage around and tamper with the guests' luggage.

3. discipline. Go to work on time every day, don't be late, don't leave early, don't miss work, don't ask others to punch in, don't work for others, and don't stop work without permission. Don't sit on the job, don't escape from the job, don't leave the job. Do not do personal things during working hours, do not receive private visitors, do not receive visitors privately, do not use the telephone, TV and toilet of guests, do not gather people to make trouble, do not eat snacks, drink, play chess or poker during service hours.

4. Operating procedures. In the process of service, strictly abide by operating rules and procedures, and provide services in strict accordance with service quality standards. Illegal operation is not allowed, and violations of operating procedures and company system are put an end to.

5. Obey distribution, leadership and command. Take the initiative to accept the task assigned by the leader, complete it seriously, and report it in time. It is not allowed to disobey the leadership's assignment and transfer, fail to complete the task without reason or actively neglect their duties, resulting in adverse effects and economic losses.

6. Warm hospitality, thoughtful service and attention to etiquette. Don't quarrel with guests, don't swear, and don't favor one over the other. Do not raise prices at will, hear comments and complaints, engage calmly and treat them correctly.

7, moral fashion, abide by social morality and professional ethics, do not engage in gambling and gambling in disguise, are not allowed to be morally corrupt, immoral, in violation of spiritual civilization, guests have misconduct towards female employees, try to avoid reporting to the supervisor in time.

Nine or fifty polite service expressions

Please 1! 2. Hello! 3. Welcome. 4. Waiting for you. 5. Long time no see. 6. companionship. 7. visit. 8. Please. 9. Excuse me. 10 Please come in! 1 1, please sit down! 12, thank you! 13, goodbye! 14, sorry. 15, sorry 16, sorry! 17 Please forgive me. 18, never mind! 19, you're welcome! 20. You're welcome! 2 1, please wait a moment. 22. Please advise. 23. Please be careful! 24. Please go. This way, please 26. After you. 27. Go ahead. 28. Please rest assured! 29. Please take care. Please follow me. 3 1, welcome! 32. Welcome to visit again! Please don't worry. Please speak slowly. 35. Thank you for waiting! 36. Sorry for the trouble. 37. I hope you are satisfied 38. Please say it again. 39. what can I do for you 40. Glad to serve you! 4 1. What can I do for you? 42.are you looking for someone? 43. This is what I should do. 44. Tell me your needs. I will try my best to help you. 46. Please do something for you. Please feel free to contact us. 48. Please give more valuable advice! 49. I don't know. Your request is my duty. 5 1. Sorry, you can't park here. Please ask for permission to park your car in the parking lot. Thank you for your cooperation.