Internet cafe attendants treat the whole process from the guest entering the door to the guest leaving.

Because it is a public service place, both the network administrator and the administrator of the Internet cafe should pay attention to some necessary service etiquette, especially some polite expressions. The following are some scenes, polite behaviors and expressions that Internet cafes often encounter. When guests call: When guests call from the plane, raise their hands or wait and see for a long time, we should respond quickly and go to the guests and ask, "Hello, what can I do for you?" This will warm the guest's heart and show concern. When the guest makes a suggestion: after the guest raises a question, he will immediately notify the relevant personnel and say, "Please wait a moment, and we will solve it right away." When a guest makes a suggestion, he says that he has a good impression on this Internet cafe and will satisfy it as soon as possible. Even if we can't do it temporarily, we will reply to the guests and say, "Thank you for your suggestion. We will arrange it as soon as possible." When complained by guests: When we encounter complaints from guests, no matter whether they are good or bad, we should treat them correctly and comfort them. Even if it's not our fault, we should say "Sorry, we didn't do well, please forgive us". Don't get angry when you encounter malicious complaints from guests, and handle them flatly and lightly to maintain the service image of Internet cafes. When praised by guests, when we do good deeds or guests give positive praise to our work, we should modestly say, "Thank you, this is what we should do". When guests are noisy: when guests are noisy in the hall, we should not talk to them in an accusing tone. We should kindly remind them, say "excuse me, would you please do me a favor", and then make a request, and the average guest will accept it. When guests beat and scold: When guests beat and scold us, you must never say anything first or scold us. The parties leave quickly and learn to protect themselves. Then notify the security and management personnel, and explain the reasons, so as to handle it correctly. On-site colleagues should immediately go over and dissuade them. In case of rudeness, call the police at once. In case of an unrecognizable event: when a guest uses a * * or an unrecognizable coin, you can't say that there is something wrong with the other person's coin, but gently remind the guest: "Excuse me, could you please change it?" . Please confirm after receiving the money to avoid disputes. When the guest makes things difficult: When the guest asks a difficult or embarrassing sharp question, you can answer it with a light joke or vague language. In addition, the webmaster of Internet cafes should pay attention to the following behaviors and expressions: Cautious commitment: Don't answer the questions of guests easily, and pay attention to the tactfulness and vagueness of words when answering. If you have made a promise, you must try your best to do it. Note: Don't blurt out when the guest asks questions involving trade secrets or shareholders' secrets. Instead, let them leave in good faith. You can say, "Sorry, the boss didn't report to me." When joking, guests will not ask again. Gentle language: don't be too cold to the guests, but don't be too close. Speak and do things appropriately, and don't let the other person misunderstand. You should politely decline the invitation of the guests, you can't accept the gifts from the guests, and you can't ask for remuneration. Communication should be moderate. Handle the guest's belongings properly: When cleaning the guest's countertop, you are not sure whether the guest has used it up or whether it will be needed in the future. Don't shake the invisible objects of the guests with your hands, or even open the lid to look at them. Instead, ask the guest, "Excuse me, do you still need your belongings?" If the guest explains that he hasn't used it up yet, he should say, "OK, please enjoy your meal." Remember not to urge customers to use them. Properly handle taking things: when you see that the guest has lost or lost things, you should return them to the guest after confirmation. You can't ask, "Excuse me, is it yours (or did you drop it)", which is easy to be impersonated. When you ask, you should say, "Excuse me, * *, have you lost something?" If the guest answers no, he won't ask again. After a clear answer, he will ask: "Excuse me, what have you lost?" "What does it have?" . Careful and meticulous, in line with the attitude of being responsible to the owner, ask carefully. If you can't confirm who lost the thing, send it to the front desk and broadcast it to inform the owner to claim it. Be vague when broadcasting.

In Internet cafes, you will often meet some foreign guests. At this time, it is very important for professional Internet cafe attendants and administrators to understand the English expressions of some daily expressions, which can leave an excellent and deep impression on themselves and Internet cafes with foreign guests. 1. Welcome-Welcome to … Nice to meet you, sir (madam)-Nice to meet you, sir (madam) 2. ) 2. Greetings-How are you? Good morning-good morning, sir (madam). Good afternoon-good afternoon, sir (madam). Good evening.-Good night. 3. Bye-bye. Please come again. Or hope to see you soon. 4. Happy New Year-Happy New Year. Merry Christmas. Happy holidays-enjoy your holiday. Happy birthday. I wish you all the best and good luck. Or give you my best wishes. Good luck with your business.-good luck with your business. 5. What can I do for you? -Can I help you? Do you have anything else? -Anything else? 6. Thank you. Thank you for your help. 7. You're welcome-you're welcome. This is what I should do-it's my pleasure. It doesn't matter. 8. apologize sorry I'm sorry to have kept you waiting, sir. I'm sorry about that. In internet cafes, guests often call for advice. Usually, the boss is in during the day, usually the owner of the internet cafe picks it up, and at night it may be done by our internet cafe network management. At this time, we will master the necessary etiquette for answering the phone. 1. Telephone etiquette requires you to answer the phone within three rings. Greet others with polite expressions, such as "good morning!" The pronunciation of "Hello, so-and-so Internet cafe" should be soft, friendly and brisk, and avoid using "Hello", "Who" and "Where". Self-report the name of the Internet cafe and your own name, such as: "Hello, so-and-so Internet cafe, I am XXX webmaster, what can I do for you?" Listen carefully to the other party's phone. If you need to call someone else, please ask the guest to put the phone down gently later, and then look for the receiver. If the receiver is not in, please write down the name, phone number, reason, time and place of the message in detail according to the requirements of the guests. If a guest asks or tells something, it should be recorded and repeated according to the procedure to avoid mistakes. Whatever he can answer, try to handle it by himself, and what he can't handle by himself can only be transferred to the responsible department to answer. At the end of the conversation, the host put down the phone and then gently put the microphone back in place. Give a clear and definite answer to the guest's inquiry. You can't provide information irresponsibly, let alone be ambiguous. Avoid using statements such as "it seems, I don't know, I don't know". When you encounter something you can't handle, ask the guest if he needs an answer. When answering the phone, you should put down your work, concentrate, be calm and smile. We should judge each other's identity, and then try to address the guests by their first names as "sir, madam" or positions. If the other party is unwilling to disclose information, it can't be forced. The volume should be moderate, so that the other party can hear clearly, and don't influence others too loudly. Be concise and articulate, and always use polite expressions: hello, please, excuse me, please wait a moment. Try not to joke or use humorous words when answering the phone, because you can't see the other person's expressions and gestures on the phone, which is easy to cause unnecessary misunderstanding. Don't eat when you answer the phone, be patient, be patient and be polite. Don't be impatient, don't rush to talk or interrupt with the guests, and politely wait for the guests to finish before answering. If the other party has a wrong number, don't be rude, and explain to the guests that it is a wrong number. When a guest is rude, you shouldn't quarrel with the guest. You should insist on polite service and avoid rude behavior. 2. The phenomenon of impolite language is impatient: "Say what you have." Domineering: "He's busy and unavailable" and "I don't know, he's not here." Irresponsible: "I don't know if he is here." Arbitrary type: jump to conclusions without listening to the other party's reasons, or hang up before the other party finishes. Indecisive type: "I seem to have heard of it, but I don't know." Rude attitude: "speak up, I can't hear you." "After work, call again tomorrow."

The level of treatment is also different. This chapter will tell you the most basic professional standards and norms of Internet cafe network management. We all know: "If you want to accomplish something?