What are the terms of enterprise civilization?

Politeness is a code of conduct for people to show respect and friendship to each other in frequent communication. Polite language is a concrete manifestation of respect for others and a stepping stone to friendly relations. Polite language is very important in daily life, especially in social situations. Speaking kindly not only shows respect for others, but also shows that you have self-cultivation; Using polite language is not only conducive to the harmony of the atmosphere between the two sides, but also conducive to communication and narrowing the distance. Using the following languages in various occasions in daily work and life will make you gain the respect of the other party:

Meeting terms: good morning, good afternoon, good evening, hello, nice to meet you, please give me more advice and care.

Words of thanks: "Thank you", "I'm sorry", "Sorry for bothering you", "I'm really sorry", "Please", "Thank you for your help" and so on.

Apologize: to disturb or apologize to the other party: "sorry", "please forgive", "sorry", "please wait a moment" and "please forgive". When accepting each other's thanks and apologies: "You're welcome", "You're welcome" and "Please don't take it to heart".

Farewell words: "Goodbye", "Welcome to come again", "Have a nice trip" and "Please come again".

Taboo: Hello, I don't know, idiot, you don't understand, you can go to hell, nonsense, pig head and so on.

In order to enhance the corporate image of the company and standardize the polite language of employees. It is decided by the company's research that the company will fully implement polite language on the occasion of the New Year. Please use the following polite expressions when answering the phone and communicating during working hours, and the headquarters will check them at any time. I hope you can all abide by it.

First, cross-civilization language.

Hello, please, thank you, sorry, goodbye.

Second, the phone language

1, hello! Xilong Industry and Trade Department (Xilong Industry and Trade Office), go ahead.

2. This is me. Who is this, please? ..... go ahead.

3. What can I do for you?

Don't worry, I'll do my best.

You're welcome. This is what we should do.

6. Comrade 6.XXX is absent. Can I take a message for you? Would you please call back later? )

7. Sorry, please consult the XXX department for this business, and the telephone number is ... (Comrade XX is not the telephone number, but his or her telephone number is ...)

8. You have the wrong number. This is the XXX department of XXX company ... It doesn't matter.

9. Goodbye!

Third, telephone language.

10, hello! Excuse me, are you the department (room) of XXX company?

1 1, I'm from XXX department (room).

12 Please help me find Comrade XXX.

13. Sorry, I dialed the wrong number.

Four. Terms of reception of visitors

14, please come in!

15, hello! Comrade, who are you?

16, who are you looking for?

17. He (she) is not here. Can I take a message?

18, XXX unit (or XXX comrade) is in XXX office, and I'll take you there (or the designated place).

19. Sorry to have kept you waiting.

Please sit down (have tea).

2 1, this is me. Can I help you?

22. Please wait a moment. I'll take care of it for you right away.

23. We will handle your complaint as soon as possible.

24. I'm sorry about this question. Please leave your contact number, and we'll get back to you after we study it, okay?

(The above 23-24 sentences are also suitable for answering the phone)

25. You're welcome. Please take care!

V. Language of working in the unit

26. Sorry to bother you.

27. Excuse me, which room is Department XXX?

28. Is Comrade XXX there?

Thank you very much (for your trouble).

30. Please stay. Corporate Civilization Clause (II) This Code is formulated to further strengthen the spiritual civilization construction of the company, improve the quality of employees and establish a good corporate image. Article 1 Daily expressions of employees

1. Hello! Good morning!

2. Congratulations: Happy holidays! Happy holidays! Congratulations on getting rich! Good luck! All the best! Bon voyage!

3. Welcome: Welcome! Welcome to visit! Welcome to guide!

4. Meeting language: Please come in! Please sit down! Please drink tea!

5. Apologize: Sorry! Please forgive me! Please understand!

6. Plead: Please take care! Please indicate! Please wait! Please wait a moment! Please stay!

7. thank you: thank you! Thank you for your attention! Thank you very much Article 2 The service language flow of employees in various professions is standardized.

Language flow of office (department, room) answering telephone and visiting.

1. Received a call: Hello! Yujin Property, what can I do for you?

2. Reception: Hello! Please sit down! Please drink tea! what can I do for you?

3. Ask the reason and quickly judge the method and time to solve the problem.

4. Make records of important matters and ask for instructions from relevant leaders.

5. Answer: "We will solve (service) for you within ×× time."

6. If you encounter problems that can't be solved or difficult to answer, ask the leader for instructions before answering, or explain patiently.

7. Anything else?

8. Thank you. Goodbye! Welcome to visit again! Take your time, bye! Article 3 Courtesy terms of security services

1. Visiting guests enter the duty room, (get up) "Excuse me, sir (miss), what can I do for you (who are you looking for)?"

2. When the superior leaders (foreign guests accompanied by company leaders) arrive, they will (stand up to greet and salute at attention), "welcome", "please give more advice" and "thank you for your guidance".

3. When receiving the report from the owner (resident), the informant says the building number and name of the owner (resident), "Don't worry, sir (miss), speak slowly", "Please show me your certificate", and "Thank you for your cooperation" when checking and returning the certificate; "Please wait a moment" after finding out the situation, immediately report to the duty room and inform the owner (resident) of the method and time to deal with the problem.

4. During the patrol, when someone or something is found to violate the regulations on public security management, take the initiative to ask, "Excuse me, sir (miss), what happened?" When it is necessary to investigate the parties, "I'm sorry, please go to the duty room to assist us in the investigation."

If you find anything unusual in the host's house, ring the doorbell first. When the host opens the door, he says "Excuse me, what's the matter" and "Sorry to disturb you".

6. If anyone is found to violate the rules during patrol, it should be stopped, and the corresponding provisions of civilized terms of vehicle management service, civilized terms of cleaner service and civilized terms of green chemical service should be observed. All hands should stand at attention and salute when stopping violations. Article 4 Civilized and polite terms are used in vehicle management services.

1. When the vehicle stops at the crossing, stand at attention and raise your hand, "Please show me the entry and exit slip"; When receiving the entry and exit form from the driver, "thank you for your cooperation"; When there is a car waiting in line behind, "I'm sorry to have kept you waiting".

2. When a vehicle is found to be parked illegally, please "Excuse me, sir (miss), please park your car in the same place" or "Please don't park your car on the sidewalk", "Please don't park your car in the green area" and "Please don't park your car at the intersection".

3. When it is found that a vehicle has not closed its doors and windows (bicycles and motorcycles are not locked), "Sir (Miss), please close the doors and windows (please lock the car)".

When there is something suspicious about the vehicle leaving the station, you need to ask, "Excuse me, sir (miss), what's your name? Which building do you live in? What unit ","please show me your certificate ",and report to the captain or duty room for handling in time. Say "I'm sorry, thank you" when you return the certificate.

When the driver (or car owner) has doubts about parking, release and charging, he should patiently explain, "Sorry, we do things according to company regulations, please understand". Article 5 Please ask the cleaning staff to serve civilized and polite expressions.

1. Say "I'm sorry, sir (miss), thank you" to pedestrians during cleaning or health inspection.

2. When finding any phenomena that affect cleanliness and unsightly appearance, take the initiative to "Sorry, please take care of public health", "Please don't spit everywhere", "Please don't throw garbage casually" and "Please throw XX into the dustbin". When others correct littering, say "thank you for your cooperation" and "I'm sorry, thank you".

3. When someone makes things difficult instead of correcting the behavior that affects cleaning, please patiently explain: "Please don't be angry, please support our work, please understand".

4. When children are found scribbling or doodling, "Children, be obedient, don't doodle".

When someone is found smoking in the elevator, "Sir, please don't smoke, please put out your cigarette".

6. When it is found that the decoration garbage or sundries are not removed according to the regulations, "Please don't pile up garbage in the corridor, please transport it away immediately, please clean it up" and contact the management office. If parabolic objects are found at high altitude, please stop, "Please don't throw objects at high altitude". Article 6. Civilized and polite terms for greening service.

1. Say "I'm sorry, sir (miss), thank you" to passers-by when greening and beautifying. A sign should be erected on the site where greening is being carried out, which reads "Construction site, please detour, thank you for your cooperation".

2. When someone is found destroying the green environment, "Sir (miss and children), please take care of the trees (grass)", "Please don't exercise on the grass" and "Please don't hang clothes on the green ground (line)".

3. When someone is found walking on the grass, "Please don't step on it, please walk on the sidewalk"; When children are found playing on the grass, "Children, please don't play on the grass".

When people climb trees and break branches, they should be stopped, "Please don't damage trees". When someone piles things on the green space, it should be stopped. "Excuse me, sir (miss), please don't pile things here, please move away at once" and report to the management office. Corporate Civilization Terms (3)

1, appellation civilized terms: grandma, grandpa, grandfather, comrade, gentleman, lady, miss, child service taboo: hello! Old man, old woman, buddy, buddy 2. Customers come in. Civilized language: hello! Please sit down. what can I do for you? Service taboo: what? Wait over there and sit over there. 3. Civilized language when handling business for customers: Sorry, please wait a moment, we will handle it for you right away. Service taboo: what's the hurry! Wait! Can't you see I'm busy? 4. Civilized language when the business handled by the customer does not fall within the scope of their duties: Sorry, please go to x x for your business. This way, please. Service taboo: I don't know! I don't care! When it is difficult to answer the business at the moment and need to ask the leader for instructions, civilized language: please wait a moment, we will study it right away. Or I'm sorry, please leave your phone number and we'll get back to you another day. Service taboo: I can't do it! Find the leader! 6. the civilized language when customers pay money: this is x x yuan, and you are looking for x x yuan. Please count it and keep it. Service taboo: pay quickly! Here you are! Take it! 7. Talking to customers: Hello, please, thank you, sorry, excuse me, trouble, goodbye. Service taboo: cut the crap! Cut the crap! 8. Civilized language when customers leave: Please go, goodbye! Service taboo: Let's go! 9. Civilized terms for customers: Hello, I'm x x from XX Power Supply Company, and I'm here to copy electric meters (charge, install and change meters, etc. ) service taboo: from the power supply company! 10, when leaving the customer, polite expressions: sorry, goodbye! Thank you for your cooperation! 1 1. When answering a customer's phone, polite expressions: Hello! This is the XX Electric Power Bureau. what can I do for you? What is this? I am busy! I don't know 12. Civilized language when customers dial the wrong number: Comrade, you have the wrong number. This is the power supply company. Service taboo: wrong! 13, I didn't hear you clearly. When the customer needs to repeat, polite language: I'm sorry, I didn't hear you clearly. would you please say that again. Thank you! Service taboo: I can't listen! 14. When the problem of answering the phone does not fall within the scope of this position, civilized language: Comrade, I'm sorry, would you please hang up the phone for x x? Service taboo: I don't care! 15, civilized language when there are mistakes in work: I'm sorry, I was wrong, please forgive me and criticize more. Service taboo: wrong! What's the big deal 16, a civilized expression when criticized by customers: We will seriously consider your suggestion, which will help improve our work, and we will accept it with an open mind. Welcome to make more valuable suggestions. Service taboo: find a leader if you have any questions! Sue wherever you want! 17. Civilized language when individual customers make trouble without reason: Don't worry, speak slowly. If you have different opinions, you can find relevant parties to solve them. Service taboo: I can't talk to anyone you want! 18, when filling out the notice of power generation cost, polite language: This is your notice of electricity charge, with the electricity consumption of X and the electricity charge of X. Please keep it. Service taboo: give! Take the list! 19. A customer asked about the electricity bill. In civilized terms, there is storage in the microcomputer. Please check by touching the screen. If you don't understand anything, I'll explain it to you. Service taboo: over there, find it yourself! 20. When the customer refuses to pay the electricity bill unreasonably, and the work done many times is ineffective, the civilized language: According to the provisions of Article x x of the Electricity Law, please be prepared for the power outage after approval. Service taboo: power off if you don't pay the electricity bill! 2 1. When the customer makes an appointment to look up the table by telephone, it is polite to say: Please wait at home at X on X, and we will look up the table for you. Service taboo: wait! Go when you have time! 22. When the customer asks about the cause of the electric meter damage, the civilized language is: Sorry, the cause of the electric meter damage can only be determined after verification, and I will reply you then. Service taboo: I don't know! 23. When the customer's electricity meter is damaged or lost, civilized language: Excuse me! Can you tell us about the damage (loss) of the electric meter? Service taboo: compensation form! 24. When it is confirmed that it is not our responsibility for the meter to "go by itself", the civilized expression is: I'm sorry, after inspection by the staff, your meter went by itself is an internal reason. Service taboo: check it yourself, we don't care! 25. When the customer doesn't believe the calibration result, the civilized language is: Comrade, confirmed as qualified by the calibrator. If you don't trust, we can go to the technical supervision department for re-inspection together. Service taboo: I don't believe there is any way! 26. When the customer suspects that there is an error in the electricity meter and fails to pay the electricity bill on time, the civilized language is: You still pay the electricity bill on time this month. If you suspect that the meter is out of tolerance, you can apply for meter inspection. If it is determined to be out of tolerance, we will refund the difference in electricity charges next month. Service taboo: pay the electricity bill first! 27. Civilized terms when checking the electric meter: Comrade, please pay the meter checking fee of x x yuan. If the meter is out of tolerance, the meter inspection fee will be refunded to you. Service taboo: check the meter and pay first! 28. Civilized language after changing watches for customers: Please turn on the switch and see if there is electricity. Service taboo: it's over! Try it yourself! 29. When it is necessary to move an obstacle, polite language: Would you please move this? Thanks for the service taboo: get out of the way! When you need to borrow a chair, wait. Civilized language: Comrade, can I borrow your chair? Service taboo: give it to me! 3l。 Borrow the civilized language when customers return goods: Your x x is used up, thank you! Service taboo: it's over, take it! 32. Civilized language when customers are found stealing electricity in violation of regulations: Comrade, you have violated the provisions of Article x x of the Electricity Law, please stop this behavior immediately. Service taboo: it is reasonable to steal electricity in violation of regulations! 33. When customers come to inquire about the drawing review, the civilized language is: Hello! Please sit down. Your painting is under review. A moment, please. Service taboo: listen to the notice, etc! 34. When problems are found in drawing review, the civilized language is: Hello! The design here does not meet the specified requirements, please modify it. Service taboo: don't know the standard, change it quickly! 35. Civilized language when going to the site for completion acceptance: We are here for completion acceptance, please cooperate with our work. Service taboo: Hello! Come and check and accept! 36. Civilized terms when problems are found during acceptance: After inspection, it is found that it does not meet the specified requirements, so please modify it as soon as possible. Service taboo: What's the matter? The level is so low! 37. Civilized language when the customer's project is qualified: you can apply for power transmission if your engineering experience is qualified. Service taboo: even qualified! 38. When the customer asks about the civilized language in case of power failure, please forgive the power failure caused by line maintenance (or line failure). It will send electricity around x o'clock. Taboo: I don't know! 39. When answering the call for fault repair, the civilized language is: Hello! X x power supply company, X at your service. Just a moment, please. We'll send someone to repair it right away. Service taboo: wait! 40. When the customer asks to repair the internal line, the civilized language is: I'm sorry, the indoor equipment is not within our jurisdiction, so I suggest you find the x x department to handle it. Service taboo: we can't control it! 4 1. When the customer reported the wrong address but no one repaired it, when calling again, polite language: Sorry, we have been there, but we can't find it. Please give us your detailed address. Service taboo: what the hell! I can't tell you the address! Let's go for nothing. 42. When customers thank us, polite expressions: You're welcome, this is what we should do. Service taboo: forget it! Forget it! 43. When the guests visit and inspect the work, the civilized language is: Hello! My name is x x, and I am in charge of xx work. Welcome to check and guide. Service taboo: Where does it come from? See what? & lt/SPAN>。 & lt/FONT & gt； & lt/FONT & gt； & lt/SPAN>。 & lt/FONT & gt； & lt/SPAN>。 & lt/SPAN>。 & lt/FONT & gt； & lt/SPAN>。 & lt/FONT & gt；