Employees' Gfd and etiquette and courtesy standards

Employees' Gfd and etiquette and courtesy standards

Employee gfd and etiquette standards, employee etiquette represents the image of the company, but also reflects the quality of employees. The quality of employee etiquette will affect customers' impression of the company. Below I will take you to briefly understand employee gfd and etiquette standards.

Employee gfd and Etiquette and Politeness Standards 1 Politeness:

Politeness is an act of mutual respect and friendship between people in contact and communication. It embodies the fashion of the times and people's moral quality, and embodies people's cultural level and civilization.

1. Welcome every guest with a smile and use the guest's name as much as possible.

2. When meeting guests or senior management of the club, you should take the initiative to come forward to address and say hello, with a loud voice and a respectful and friendly attitude.

3. Keep eye contact, smile and behave naturally and gracefully when talking with guests or senior club managers.

4. When it is necessary to interrupt the conversation or work of the guests or the top management of the club, you should not interrupt rashly, but say "I'm sorry" first.

Knock on the door before entering the house. You can only go in if you get permission. Don't rummage around after you go in.

6. When going up and down stairs and elevators or meeting guests or senior management of the club on the road, you should take the initiative to make way for the guests or senior management of the club.

7, work or talk, see the guests or senior management of the club coming, should immediately stop, take the initiative to say hello, provide help * * * If the guests and senior management of the club come at the same time, should put the guests first, but still need to say hello.

8. Don't be late for formal and solemn places such as the meeting place. Give up your seat on your own initiative, keep quiet, don't push or talk loudly in the crowd, and try not to modify your personal appearance in public places.

9. Use both hands when delivering or receiving items, and thank each other.

10, use the language used by the guests or the senior management of the club, otherwise use standard Mandarin. When you leave, say goodbye to the guest with a smile and welcome him to come again.

1 1. In the service of answering the phone, the club staff should spread the warmth of the club through "telephone language" and leave a good impression on the guests.

Appearance, appearance, behavior

1, gfd conforms to the professional norms of the club and keeps it clean and elegant at all times.

2. Stand straight, sit straight, walk steadily and gracefully, and behave gracefully.

behaviour

1, supercilious, natural and graceful, in line with etiquette, polite, gentle does not mean inferiority,

Gaffes, Nuo Nuo's artiness, servility, unnecessary excessive attention and fussy attention.

2. Act according to the service rules. Front-line employees should be familiar with the service rules in their work and not violate the operating rules.

3. One-stop hospitality: Although each tourist's economic and social status is different, we should treat them equally, and treat them equally when they come to us for consumption, instead of favoring one over the other.

language

1, the language is polite and decent, the volume is moderate, the expression should be calm, natural and generous, and the gestures should be appropriate.

Advocate customers five times:

Members should have a welcome voice when they come, giving guests a feeling of being at home;

When meeting members, there should be a voice of address to make guests feel polite and respectful;

Members who make trouble should apologize and give people a polite attitude;

When you are helped, you should have a voice of thanks, which makes people feel humble and polite;

Members should have the sound of seeing guests off when they leave the store, leaving a good last impression on the guests.

2. The language is euphemistic and flexible, and can be used flexibly according to different places, occasions and specific situations.

attitude

1, good service attitude makes guests feel spring breeze in spirit, and makes guests really feel the feeling of "member first".

2. Good service attitude reflects the management level of the hotel and the personal accomplishment of the service personnel.

Staff gfd and etiquette courtesy standard 2 Property customer service telephone etiquette

One of the important tasks of property customer service is to answer and make a lot of calls every day. Making a phone call seems easy. Talking into a microphone is as simple as talking face to face, but it's not. Calling is very particular. It can be said that it is a science and an art. ..

Answer the phone in time

Generally speaking, in the office, you should answer the phone before it rings three times, and apologize after it rings six times: "I'm sorry to have kept you waiting." If the receiver is doing an important thing and cannot reply in time, the receiver should give an appropriate explanation.

If you don't answer the phone in time, apologize, or even be extremely impatient, it is extremely impolite. Answering the phone as early as possible will leave a good impression on the other party and make the other party feel that they are valued.

corroborate each other

When the other party calls, they usually introduce themselves. If you are not introduced or can't hear clearly, take the initiative to ask, "Who's calling?" what can I do for you? Who are you looking for? However, people are used to picking up the phone and asking, "Hello! who is it? "This sounds strange to the other party, far away and lacking in human touch.

When you receive a call from the other party, pick up the receiver and first introduce yourself: "Hello! I am XXX. " If the person you are looking for is nearby, you should say, "Please wait a moment." Then put your hand over the microphone and whisper to your colleague to answer the phone. If the person you are looking for is not in, you should tell the other person and ask, "Do you want to leave a message? I will definitely tell you! "

Pay attention to art

When answering the phone, pay attention to keep the distance between the mouth and the microphone at about 4 cm; Put your ear close to the microphone and listen carefully to each other. Finally, let the other person finish the phone call by himself, and then gently put the receiver away. Don't throw it back with a bang, it's extremely impolite. Preferably after the other party hangs up.

And when you make a phone call, choose the right time. If it is not important, try to avoid the rest and meal time of the receiver, usually a call should not exceed 3 minutes.

adjust one's mindset

Be sure to smile when you pick up the phone. Don't think that a smile can only be expressed on your face, but also hidden in your voice. A kind and warm voice will make the other person feel good about us immediately. If you keep a straight face, your voice will become cold.

5WH technology

Answer the phone with your left hand and prepare a pen and paper with your right hand to record useful information at any time. The conciseness and completeness of telephone records depend on five skills, namely, when, who, where, what, why and how.

Therefore, you should not be too casual when answering the phone. You should pay attention to the necessary etiquette and certain skills to avoid misunderstanding. No matter whether you make a phone call or answer the phone, you should be enthusiastic, generous and natural, with a moderate voice, clear expression and conciseness.

Customer service gfd

Clothing: Working hours should be uniform work clothes made by the company. Clothing should be clean, flat, without obvious stains and damage, with cufflinks and nothing in the jacket pocket. Do not wear vest, jeans, shorts, short skirts, collarless T-shirts, slippers and other clothes that are not suitable for wearing in the office.

Work card: You must wear a work card when you go to work. Don't open or cover it. Keep the work card properly and keep it clean.

Face: Male employees are not allowed to keep beards, eye stains, nose stains and earwax, nose hair is not exposed, and beards are not allowed; White teeth, don't eat smelly food before going to work. Female employees must wear light makeup, not heavy makeup, and avoid using heavy makeup. Don't wear exaggerated jewelry. Don't make up in public places.

Footwear and socks: keep bright and free of floating ash, and do not nail the bottom. Wear bare socks without patterns, and the socks are not exposed. The vamp should be kept clean and bright, and metal palms are not allowed to be nailed. Male employees must wear black leather shoes.

Hands: should be kept dry and clean, without long nails and colored nail polish.

Hair: Male employees are not allowed to have long hair, shave their heads and let their hair cover their ears and collars. Female employees should comb their hair neatly, don't do weird hairstyles, and be solemn and elegant. Operators shall wear uniform safety helmets.

Expression standard: smile sincerely, always smile, show enthusiasm, kindness and friendliness to customers and colleagues, and have a sympathetic expression when necessary. Cheerful personality, full of emotions, neither supercilious nor supercilious.

Customer service courtesy terms

Address forms: Miss, Madam, Lady, Sir, Comrade, Sister, Aunt, Teacher, etc.

Greetings: Hello, good morning, good afternoon, early morning, good morning, good afternoon, good evening, you are back after a hard journey.

Welcome: Welcome to our community, welcome to our building and welcome to visit.

Congratulations, Happy Holidays, Merry Christmas, Happy New Year, Happy Birthday, Happy Wedding, Happy New Year and Prosperous Wealth.

Farewell: Goodbye, good night, see you tomorrow, have a safe trip and welcome you to come again next time.

Apologize: I'm sorry, please forgive me for disturbing you. It was rude.

Thank you and I appreciate it.

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

Question: What can I do for you? what can I do for you? Can I help you? Do you have anything else?

Basic courtesy expressions 10 words: hello, please, thank you, sorry, goodbye.