Terms of service etiquette

Service etiquette terms, in the current service industry, pay great attention to service attitude and quality. When you speak, you should always pay attention to etiquette and not be rude, because it will affect the audience's impression. Let me give you a brief understanding of service etiquette terms.

Terms and Conditions of Service Etiquette 1 1 Basic Terms and Conditions

(1) "Welcome", "Welcome" and "Hello" are the names used by the welcoming staff when guests come to the restaurant.

(2) "Thank you" and "Thank you" are used when guests bring convenience to the waiter's work.

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

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

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

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

⑦ "Goodbye", "Take your time" and "Welcome next time" are used to show enthusiasm and sincerity when guests leave.

2, the basic requirements of politeness:

(1) Speak respectfully and have a steady attitude;

② Speak politely, concisely and clearly;

③ Speak euphemistically and enthusiastically;

(4) Pay attention to the art of language 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 talk rude words; Do not swear; Don't speak sarcastically; No service.

"Five tones": greet guests when they come, answer when they ask, apologize when they make mistakes in their work, apologize when they are helped, and send them 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.

Service etiquette language 2 1, basic requirements of politeness:

(1) Speak respectfully and have a steady attitude;

② Speak politely, concisely and clearly;

③ Speak euphemistically and enthusiastically;

(4) Pay attention to the art of language 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).

2. Honorary service

Basic requirements:

① The language intonation is pleasant and clear;

② The language content is accurate and substantial;

3 sincere and cordial tone;

④ Speak Mandarin well;

⑤ Language expression is just the opposite of benefit.

3. Basic terminology

(1) "Welcome", "Welcome" and "Hello" are used to welcome guests and employees to the restaurant.

(2) "Thank you" and "Thank you" are used 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 the corresponding service for the guests immediately, and your attitude is serious and responsible.

(4) "Please wait a moment" or "Please wait a moment" is used to disturb or inconvenience the guests, and is said in an apologetic tone.

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

⑥ "I'm sorry" or "I'm very sorry" are used to disturb or inconvenience the guests, indicating goodwill and courtesy.

⑦ "Goodbye", "Take your time" and "Welcome next time" are used to show enthusiasm and sincerity when guests leave.

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.

Terms of service etiquette 3 i. Basic cross-service terms:

Please, hello, thank you, sorry, goodbye.

Second, the civilized service standard terms:

1, hello, what can I do for you?

I'm sorry, could you say it again?

Excuse me, do you have any change?

Excuse me, please wait a moment.

Please give me the medical record together.

6. What do you need to inquire about?

Just a moment, please. I'll show it to you right away.

8. Excuse me, please let this emergency patient have a look first.

9. What's the matter with you?

10, don't worry, you speak slowly.

1 1. Sorry, please line up.

12, let me check with you again.

Please don't forget to take medicine on time.

Please don't smoke in the ward.

15, please don't use electrical appliances in the ward.

16, please cooperate with ward management.

17, please rest assured that we will try our best to treat you.

18 Do you feel better today?

19, sorry, your treatment fee today is not enough, so you need to pay more.

20. In order to facilitate your treatment, please pay the money to the hospital charge office as soon as possible.

Three, "eight don't say" and "six more":

Don't say rude words, impatient words, arrogant words, reproachful words, sarcastic words, embarrassing words, discouraged words and vulgar words.

One more greeting, one more explanation;

More sympathy, more care;

More smiles, more blessings.

Terms of medical guidance and triage services

1, hello! Do you need help (what can I do for you)?

You're welcome to visit our hospital and give your valuable advice.

3. The * * department is on the * floor. Please go.

Sorry, I'm not sure about this question. Just a moment, please. I'll find you.

5. What subject do you want to study? Which grade do you want to register as a doctor?

6. (If the patient doesn't know what department to see) What's the matter with you? I'll register you for a doctor. Please fill in the registration information card and medical record first.

Please register at the registration office and come back.

Please give me the medical record and registration form. Please sit down for a while and see the doctor in order. I will let you know then.

9. Please go to the * * clinic, and your relatives will wait in the waiting area (you can be accompanied by relatives who know the condition).

Terms of service of registration and fee collection office

There are many people today, please don't worry, it will be your turn soon.

2, XXX, please go to XXX to get the medicine (check).

I am sorry for the trouble caused by my negligence. I'll correct it for you right away.

4. Your expenses are RMB * * *××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××

Hello, please show me your admission ticket.

6. Have you participated in medical insurance? Please give me the medical insurance card.

7. How many times have you been hospitalized? Please pay for hospitalization in advance.

When you leave the hospital, please keep the receipt and give it to our cashier.

9. Your hospitalization procedure has been completed. Please go to XX building for hospitalization. Please go.

10, hello, what subject do you live in and what's your name? Please give me a receipt for the advance payment.

1 1. This is your statement. Please keep it.

Terms of service of functional inspection department

1. Please give me your inspection application form and payment invoice.

Sorry, please pay at the toll station on the first floor and check it again.

Sorry, there are many people now. Please sit in the waiting area for a while. It's your turn soon.

Sorry, this is an emergency patient. Would you please sit down for a while?

5. The items you check need to be on an empty stomach. Did you have breakfast?

I'm going to draw your blood now. It might hurt a little. Please be patient, it will be ready soon.

7. Please gently press the cotton swab for 5 minutes, and then throw it into the medical trash can.

8. Here is your inspection report. Please take it and give it to your doctor.

Please don't be nervous and follow my instructions.

10. Please do it again because of XXX. Thank you for your cooperation.

1 1. Your inspection is over. Please pick up the report form at ××××.

Pharmacy service terms

1. Sorry, you haven't paid the fee yet. Please pay at the cashier's office and come back.

Please give me the prescription and receipt.

Hello, here is your medicine. Please go to the infusion room on the second floor for infusion.

4.XXX, all your medicines are ready. Please accept it.

5. ×××××, your Chinese medicine is ready and will be fried for you right away. Please come here to get the medicine in × minutes.

6. Here is your medicine. Please keep it. The method of taking medicine is ××××××.

7. I have marked the dosage of the medicine on the medicine box. Please take the medicine on time.

8. Please don't eat XXX food while taking the medicine.

The civilized language of clinicians

When patients go to the department for treatment:

1, hello! Please sit down. What's the matter with you? Go ahead.

You have been ill for several days. Please tell me more.

Is your illness sudden or have you been ill for several days? Please specify.

Please take off your shoes and lie flat on the examination bed for examination.

Please lift up your coat for inspection.

6. Please come here. There is air conditioning here, so it is not cold when checking.

7. I felt a little uncomfortable during the inspection. Please bear with me a little. Thank you for your cooperation.

8. Some auxiliary tests are needed to make a diagnosis and carry out treatment. The list is ready. Please pay the inspection fee as soon as possible. Please go.

9. After examination, your condition is initially diagnosed as XX, and you need hospitalization. Please pay the fee quickly and go through the hospitalization formalities. Let's go

10, hello, if you have anything unclear, you can consult. We will give you a satisfactory answer.

1 1, Hello: If you are dissatisfied with our medical service, please criticize and correct it. We thank you!

12 Please go, go back and continue to take medicine and insist on treatment. I wish you a speedy recovery!

13, please tell us your telephone contact information so that we can contact you in time and serve you.

When a patient comes to the hospital for treatment:

1, hello! Today is the morning rounds. How was last night?

Please lie flat. We need to check. Thank you for your cooperation!

Your condition needs to be checked. Please go through the formalities and check in time.

4. Hello! Your condition is XXX, and you need surgery. I'd like to ask your opinions and sign your name. Thank you for your cooperation!

After treatment, your condition has improved steadily. Due to the limitation of medical insurance cost, you need to go home for further treatment.

Please understand, please go!

During your hospitalization, our medical service was not good enough. Please criticize and correct me. We appreciate it.

Terminology of nursing service

1, how old are you, little friend? What's the matter? Can you tell your sister (aunt)?

2. Kid, can you unbutton your button and let your aunt (uncle) check it for you?

The child needs to be examined now. Would you please help?

4. Now it is necessary to give the child a checkup. Please pay at the toll booth first, and then take the children to the examination room on the * * floor. Come back to see the children after the examination.

5. Please go. Please come to the hospital at any time if your child's condition changes.

Terminology of emergency nursing service

Hello, what's wrong with you? Please tell me.

Please don't worry, we will try our best to treat it. Please feel free to call us if you need help.

We will treat you immediately.

You need to have an examination now, which will cost about * * money. Please ask your family to pay at the toll booth.

Your illness needs hospitalization, and you need to pay a hospitalization deposit of around * * first. If you agree, I'll help you go through the hospitalization formalities at once.