Service attitude refers to a kind of expression that the service provider shows in terms of words and deeds in the process of serving the serviced person. A good service attitude will make the guests feel intimate, hot, simple, and sincere, and the customer's satisfaction with the brand will naturally be greatly improved. The waiter-to-guest service should do the following: 1, responsive, yes and sure It is the need of an eager customer, wants the guests to ask for it, and seriously and has a satisfactory result or answer for the guests. Even if the service request made by the guest is not within the scope of the service of the post, it should take the initiative to contact the relevant departments to effectively solve the most important thing that the customer only needs to do as the work, and do it according to the customer's requirements. 2, proactive It is necessary to take the initiative to master the rules of work, and consciously put the service work before the guests request, and have the habit of taking the initiative to "seek troubles", and strive to be completely satisfied with the guests, take the initiative, everything deep, plan ahead, help others For the convenience of music and everything. 3. Passion and patience It is to treat guests like relatives, first sight, smile, attitude and attitude, language, enthusiasm and sincerity. In the face of the endless stream of guests, regardless of the busyness of the service work, the pressure, the majority are not impatient, not upset, calmly treat the guests. Guests have opinions and listen with humbly; guests have emotions to explain as much as possible, and never quarrel with customers; conflicts must be strict with self-discipline, respectful and modest. 4, meticulous and thoughtful It is necessary to be good at observing and analyzing the psychological characteristics of the guests, knowing the needs of the guests from the look and feel of the guests, correctly grasping the timing of the service, serving the guests before the opening, the effect exceeds the expectations of the customers, and the service work is properly completed. Thoughtful and comprehensive. 5, civility and courtesy It is necessary to have a higher cultural accomplishment, a healthy language, a gentle talk, a neat and tidy dress, a dignified manner, a high standard of respect for others, respect for the customs, religious beliefs and taboos of different countries and different nationalities, and always pay attention to the good spirits. 6, tireless In the service work, put an end to the attitude of pushing, coping, perfunctory, congested, bored, indifferent, contemptuous, arrogant, and indifferent. Service attitude "seven sounds and nine languages" "Seven sounds" 1. Guests come to the store to have a welcome voice; 2, guests leave the store to say goodbye; 3. The guest calls for a response. 4, meet the guests have a greeting; 5, there is a apology for poor service; 6. There is a reminder before the service; 7. Guests have a thank-you for their help or praise. "Nine languages" 1. Address terms 2, greetings 3. Consultation 4, rejection language 5, the indicator 6, thank you 7, remind apologize 8, farewell 9, recommended language Service attitude 1, the words are simple and clear, the tone is intimate, the volume is moderate and clear The service attitude is harmonious, so that customers are like a spring breeze. 2, do three sounds, three light, three questions When speaking, I bowed slightly and smiled with sincerity. Three sounds: 1, the voice to the voice (Hello! Welcome! Mr. How many do you want? You need...? You need...) 2, the customer asked for a response (What is your business? Ok, I will do it right away, arrange it for you right away! Ok, please wait a moment for me to arrange. Sorry, I am sorry to have kept you waiting...) 3, there are farewells (Thank you for coming, welcome to come again, Mr. (Miss, Madam, etc.) Goodbye, please go slowly, Mr. (Miss, Madam, etc.) Please go well) Three inquiries: What do you need to order? What is your business? Do you need anything else? Sending words 1. Thank you for coming, welcome to visit again. 2, goodbye, please go slowly. 3. Please go well. (showing gratitude) Guests expressed their gratitude to the service for their praise. 1. Please don't hesitate, this is what we should do and we are very happy to serve you. 2, you have won the prize, if there is a place to take care of, please advise. Accept complaint language 1. Sorry, I am very sorry! 2, your comments are very good, thank you! 3, your opinion I must tell, thank you for your advice. Terminology at checkout When you need to check out: Ok, please wait! How much is how much you like. When you leave after payment: Thank you! Welcome to the next visit. [Follow the WeChat public number "Jiuzheng Paint Network"; pay attention to surprises, scan code to view "If Xiaoyanzi, Wu Mei Niang also come to sell paint, what will happen?" Jiuzheng Coating Network Exchange Group]
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