social etiquette
1. What are the basic requirements for personal appearance?
(1) A proper hairstyle. Men's hair is not covered with eyebrows in front, not covered with sides, and not as good as collar in the back. Women are properly dressed according to their age, occupation and occasion.
(2) the face is refreshing. Men should shave every day; Women should wear light makeup. Keep your mouth clean.
(3) the expression is natural. Eyes gentle and peaceful, corners of the mouth slightly with a smile.
(4) hand washing. Trim your nails regularly and keep your hands clean. Women should not wear too much nail polish on formal occasions.
2. What are the basic requirements of posture?
(1) Standing posture: eyes look straight ahead, shoulders are naturally flat, arms are naturally drooping, chest is raised and abdomen is closed.
(2) Sitting posture: keep the upper body upright, and keep your legs together naturally to avoid shaking your legs and feet.
(3) Walking posture: hold your head up, hold your chest up and abdomen in, swing your arms naturally, and walk lightly and steadily.
Don't sit on the floor in public places.
It's impolite to point at others only with your forefinger and middle finger.
3. What are the basic requirements of dress?
(1) Neat and fit. Keep it clean, tidy, ironed, well dressed and complete with buttons.
(2) coordination. Styles, colors and accessories are in harmony with each other. Clothing of different styles and styles should not be matched together.
(3) reflect personality. Adapt to personal personality, occupation, identity, body shape and skin color.
(4) change with the environment. Dress should change with the environment. The same person should have different dress styles and styles at different times and different occasions.
(5) follow the routine. Follow the established dress code. For example, suits can only be worn after the trademark of cuffs is removed; Personal belongings should not be put in the outer pocket of a suit.
Don't go shirtless, roll up your trouser legs or wear pajamas in public. Women should not wear suspenders, navel dresses, miniskirts and shorts in the office.
People with short necks are not suitable for wearing turtle neck, while those with fat bodies try to avoid wearing horizontal plaid tops.
Respect local culture and customs when wearing ornaments.
4. What are the etiquette of men's dress in formal occasions?
At important meetings and talks, solemn ceremonies and formal banquets, men usually wear suits as formal suits. A complete suit includes coat, trousers, shirt, tie, belt, socks and leather shoes.
(1) coat: the length of the coat is just below the hip or almost at the tip of the thumb after the hands droop naturally, the shoulder width should be about 2 cm outside the shoulder angle, and the sleeve length should reach the palm of your hand. The bust should be buttoned, and the size of a fist can be accommodated between the clothes and the abdomen.
(2) Trousers: The trousers line is clear and straight, and the front part of the trouser leg covers the center of the upper and reaches the center of the heel.
(3) Shirts: Long-sleeved shirts are the only choice with suits, and white or light blue is the best color. The shirt collar should be stiff; The shirt hem is clamped in the waistband, and the collar button and cuffs are fastened; The neckline and cuffs of a shirt are longer than those of a suit1cm-2 cm; Don't expose the neckline and cuffs of underwear inside the shirt. If the suit itself is striped, it should be paired with a solid color shirt. If the suit is solid color, the shirt can have simple stripes or patterns.
(4) Tie: The tie pattern should be geometric or solid color. When wearing a tie, the bow tie should be full and match the neckline of the shirt. The length of the tie depends on the big arrow hanging down to the belt buckle after it is tied.
(5) Belt: the material is cowhide, the size of the belt buckle should be moderate, and the style and pattern should not be exaggerated. For men with large waistlines, suspenders can be used to fix pants.
(6) socks: socks should be dark, avoiding black shoes with white socks. The socks should be properly high, and don't show your skin after sitting down and lifting your legs.
(7) Leather shoes: the shape is simple and regular, and the upper is smooth and shiny. If it is a dark blue or black suit, you can wear black leather shoes. If it is a brown suit, you can wear brown leather shoes. Embossing, color matching, snakeskin, crocodile skin and special-shaped leather shoes are not suitable for formal wear.
A suit can only be worn after the trademark on the cuff is removed.
The pocket of a suit jacket is only decorative, and generally nothing is loaded.
It is best not to wear a sweater or sweater vest inside the suit jacket, which can better reflect the layering of the suit.
Button up when you stand. Double-breasted coat, all buttons should be buckled; For single-breasted coats, the three buttons should be the middle button or the top two buttons, the two buttons should be the top one button, and the single button must be fastened.
5. What are the etiquette of women's dress in formal occasions?
In important meetings and talks, solemn ceremonies, formal banquets and other occasions, women should dress dignified and decent.
(1) coat: the coat should be flat and stiff, and less decorated with decoration and lace. Buttons should be completely fastened.
(2) Skirts: narrow skirts are the mainstay, and the hem of young women's skirts can be 3 cm-6 cm above the knees, but not too short; The skirt of middle-aged and elderly women should be about 3 cm below the knee. A petticoat should be worn under the skirt. Leather or artificial leather suits and skirts should not be worn on formal occasions.
(3) Shirts: Monochrome is the best choice. When wearing a shirt, you should also pay attention to the following matters: the hem of the shirt should be tucked into the skirt waist instead of hanging outside, and the waist should not be knotted; The buttons of shirts need to be buttoned except the top one; When wearing a suit and skirt, don't take off your coat and put on your shirt directly. Underwear should be worn under the shirt, but not exposed.
(4) Shoes and socks: Shoes should be high heels or middle heels. Socks should be high socks or pantyhose. The style of shoes and socks should be simple, and the color should match the suit and skirt.
Don't dress too exposed and transparent, and the size should not be too short and tight, otherwise it will give people a feeling of instability.
Underwear should not be exposed, let alone worn outside. When wearing pants and skirts, don't show the outline of underwear obviously, and bra straps can't be exposed outside the clothes.
Wearing stockings when wearing a skirt can enhance the beauty of the legs. People with thick legs are suitable for wearing dark socks, while those with thin legs are suitable for wearing light socks. Generally do not choose bright stockings with obvious grid or pattern. When wearing stockings, the mouth of the stockings should not be exposed outside the skirt.
6. What are the basic etiquette of the banquet?
(1) Seating: the host or elder takes the initiative to arrange everyone to sit down; Guests are not allowed to sit down before the elderly or women sit down; When seated, the man pulls open the seat for the lady around him (especially the one on the right) and helps her sit down.
(2) Seating: basically, according to the principle of respecting the right, the main guest is arranged on the right side of the host, and the second guest is arranged on the left side of the host. For banquets with a large number of participants, the host should arrange a table number for the guests to confirm their positions.
(3) posture: after sitting, the posture is correct, the feet are under my seat, the legs are not crossed, the legs and feet are not shaking, and it is not allowed to straighten at will; Don't put your elbows on the table, and don't stretch out to both sides to influence others.
(4) Communication: Banquets are social occasions. Care about others at the dinner table, especially the female guests on both sides. Avoid talking or toasting with food in your mouth; A harmonious and warm atmosphere should be created at the banquet to avoid topics that affect the dining atmosphere, such as death and illness.
(5) Cloth dishes: The host can cloth dishes for the guests around him. You should use a spoon or chopsticks to hold the cloth plate. When serving, we should take care of the guests' dietary preferences. If the guests don't like it or are full, they won't be sent to the guests.
(6) Toast: The host should pour wine for the guests first, and if there are elders or VIPs present, the host should also pour wine for them first. When the host pours wine for the guest, the guest raises his glass to show his respect and gratitude. The first toast was proposed by the host, and the guests should not be the first; Toast with ceremony, each at will, should not persuade wine.
(7) End of the banquet: Generally, the host signals the end of the banquet, and only after the host and guests leave can other guests leave.
Don't put chopsticks horizontally or vertically, don't put them in a rice bowl or on a bowl.
When eating, personal tableware should not be put into public plates to take food and scoop soup, but should use public chopsticks and spoons; Deciding whether to add seasoning after tasting dishes, adding seasoning before tasting is regarded as disrespect for chefs; Look at chopsticks when picking vegetables, and don't pick them at will; Eat with a small mouth and avoid chewing with a big mouth; Don't pick your teeth with your fingers. You can cover it with toothpicks, hands or handkerchiefs. After use, break the toothpick and put it in the plate.
You should apologize if you accidentally spill drinks and soup on other people's clothes. If the other person is of the opposite sex, you don't have to wipe it yourself, just ask the waiter for help. If you eat unclean or smelly food, don't shout. You should take a napkin and spit it out and dispose of it.
When checking out, avoid several people competing to pay the bill at the same time; It is not appropriate to pay the bill without the owner's consent.
7. What should I pay attention to when smoking in public places?
(1) Smoking is prohibited in indoor non-smoking area.
(2) Don't smoke in front of women and children.
(3) Don't smoke to others.
(4) Don't throw cigarette butts and cigarette cases, cigarette butts should be completely extinguished.
8. What are the etiquette requirements for using the telephone?
Call:
(1) Choose an appropriate dialing time to avoid affecting the other party's work and rest.
(2) To start a call, first greet each other and then introduce yourself; If the call is suddenly interrupted, the calling party will redial immediately and explain to the other party. If you have the wrong number, you should apologize to the other party.
(3) Focus on the main topics during the call to improve the call efficiency.
(4) When ending the call, the calling party or the honorable person should hang up first.
Answer the phone:
(1) Pick up the receiver, say hello, and then speak. If you answer late, apologize first.
(2) When answering the phone, answer it gently.
(3) If the other party dials the wrong number, please explain patiently and don't add up the bad words.
(4) for others to answer, to make records, timely communication.
9. What should I pay attention to when using mobile phones in public places?
(1) It is not advisable to talk loudly when no one is watching. When the signal is bad, you can change the call location or use other communication methods, and you can't make a loud call.
(2) In venues, cinemas, theaters, concert halls, libraries, exhibition halls and other places that need to be kept quiet, actively turn off the machine or put it in a vibration mute state; If you receive a call, you should answer it without disturbing others.
(3) Don't use your mobile phone while driving or flying. Don't use mobile phones at gas stations.
10. What are the etiquette requirements for shopping in the mall?
(1) When browsing products, keep quiet and don't joke loudly.
(2) When selecting items, handle them with care and put them back after reading them; If there are stains on your hands, avoid touching objects, especially food.
(3) When using the shopping cart, pay attention to the parking position to avoid blocking the passage, and park it in the designated position after use.
(4) consciously queue up when checking out.
1 1. What are the etiquette requirements for queuing?
(1) First come, then come, arrange in turn, and proceed in turn.
(2) Keep a distance, there should be no physical contact before and after, especially in financial windows, ATM machines and other occasions involving personal privacy, the distance before and after should be appropriately increased.
You shouldn't cut in line, it's impolite to cut in line.
Anyone marked with "one meter line" should queue up in turn after "one meter line"; Where there is no "one meter line", there should be enough operating space in the front row.
If you need to leave briefly during the queue, you should explain it to the people behind. If the other party agrees, you can continue to line up in the same place when you come back. If the other party doesn't agree, it will be rescheduled from the end of the line.
12. What should I pay attention to when helping others?
Give help to people in trouble, such as helping, carrying things, holding children, etc. And you should get the other person's consent before giving help.
To help the disabled, we should fully respect their personal wishes and pay attention to their emotional reactions so as not to hurt their self-esteem.
13. What should I pay attention to when using public toilets?
(1) When entering the public restroom, if there are many people, wait in line outside the restroom.
(2) Close the door when using.
(3) Rinse after use.
(4) Wash your hands after defecation. Don't shake your wet hands when you walk.
Under normal circumstances, mothers can take boys and children to the ladies' room, while fathers can't take girls and children to the men's room.
14. What are the etiquette requirements for watching the performance?
(1) Dress appropriately. Dress neatly, do not wear vest, slippers, etc. In case of special requirements, you should consciously abide by them.
(2) enter the venue politely. Generally, enter the venue 15 minutes in advance and take a seat accordingly; If you are late, you should find a seat nearby, or wait in the outer hall until the intermission. If you disturb others while sitting, you should apologize. If you wear a hat, take it off so as not to affect the audience in the back row.
(3) keep quiet. Don't talk loudly or whisper when watching the performance; Don't walk around casually; Turn off or mute the phone; Don't eat food with noise such as belt shell.
(4) orderly exit. Generally don't give up halfway. After the performance, stand up and applaud; The actor took a curtain call and applauded again; Exit in turn after the curtain call. In case the guests go on stage to meet the actors, they should leave after the meeting ceremony.
Applause is not allowed until the band has finished playing a piece of music in a symphony concert, a solo in an opera or a ballet solo.
15. What should I pay attention to when attending the dance?
(1) Dress dignified. The skirt is suitable for ladies.
(2) When invited to dance, the average man should take the initiative to invite the woman to dance. If the other party refuses, don't pester her repeatedly. If a woman invites a man, he should not refuse.
(3) When dancing, keep your posture straight and your breasts should be separated by about 30 cm.
(4) After a dance, the man should send the woman back to her original place and thank her.
Before attending the dance, you can't eat onions, garlic and other foods, and you can't drink alcohol to avoid giving off a strange smell.
You can't walk on the dance floor when you enter or leave it.
Same sex should not be invited to dance.
You shouldn't refuse the former and accept the latter's invitation in the same dance.
Men and women go dancing together. Traditionally, the first dance and the last dance are played together.
16. What are the etiquette requirements for sightseeing?
(1) Observe the time agreement.
(2) Keep quiet when listening to the explanation.
(3) Protect cultural relics and ecological environment, do not trample on green land, do not pick flowers, trees and fruits, and do not chase, catch, throw or feed animals indiscriminately.
(4) Photographing and videotaping shall comply with the regulations.
(5) Mutual comity, not occupying public facilities for a long time.
(6) Respect the religious customs of all ethnic groups.
17. What are the etiquette requirements for shaking hands?
(1) When shaking hands, extend your right hand and hold the other person's right hand with appropriate force; Look at each other, smile or simply say hello, don't look around; You should stand up and take off your hat. Don't put your other hand in your pocket and shake hands without gloves.
(2) Shake hands in the order of "honour person first". On formal occasions, reach out to the next higher level as a gift; In daily life, it is a gift that elders, ladies and married people reach out first; In social situations, it is a gift to reach out first. Between teachers and students, the teacher reaches out first, which is a gift; When receiving guests, it is a gift for the host to reach out first, and it is a gift for the guests to reach out first when they leave.
It is not advisable for men to shake hands with women for too long or too hard. Don't cross your hands when many people shake hands at the same time. Don't shake hands across the threshold. If your hands are dirty or cold, or there is water or sweat on your hands, don't shake hands with others, and actively explain the reasons for not shaking hands.
18. What are the etiquette requirements for meeting and introducing?
Center introduction:
(1) Abide by the rule of "those who know first". Men introduce women, young people introduce old people, people with low status introduce people with high status, unmarried people introduce married people, and late guests introduce guests present.
(2) In the process of introduction, mention the name of the introduced person first to show respect.
(3) When introduced, look at each other and greet with a smile.
Introduce yourself:
(1) nod to each other first.
(2) State your name and identity, and hand in your business card at the same time.
(3) Self-introduction should be measured, neither too modest nor too exaggerated. It takes about half a minute.
19. What are the etiquette requirements for handing and receiving business cards?
(1) Business cards should be presented with both hands, with the front facing the recipient. Accept business cards with both hands.
(2) After receiving the business card, read it carefully. If there is any ambiguity, please ask the other party for advice.
(3) Accepted business cards should not be placed casually or pressed together with other items.
After accepting the other party's business card, if there is no business card to exchange, you should take the initiative to explain and inform the contact information. If respected people and elders don't take the initiative to exchange business cards, they can put them forward euphemistically, not directly.
20. What are the etiquette requirements for visiting?
(1) Make an appointment before the visit. If it is really necessary to temporarily visit or postpone the visit, the host should agree and apologize. In the choice of time, try to avoid eating time.
(2) Tap or ring the doorbell before entering the door, and wait until the host calls you in. After entering the door, say hello to the host and his family present, and if there are other guests present, say hello.
(3) When talking with the host, you can get a general understanding of the host's family situation, but you can't ask for details. If you have something important to discuss, get down to business as soon as possible; During the conversation, listen carefully and don't talk alone.
(4) Temporary visit or courtesy visit time should not be too long, generally half an hour is appropriate.
(5) When leaving, thank the host present and his family for their reception. After going out, take the initiative to ask the host to "stay overnight".
If you want to take other people to visit, you should explain in advance and ask for permission. After entering the host's residence, walk behind the host and take a seat in the designated seat. You shouldn't wander around, or even go straight. If you want to visit, you should do it under the guidance of the owner; Don't enter the bedroom without the host's invitation or permission.
2 1. What are the etiquette requirements for family hospitality?
(1) Preparation: Tidy up the room in advance, dress up, prepare supplies and wait.
(2) Welcome: warmly welcome greetings and let them enter the house; If there are others present, they should introduce each other.
(3) Hospitality: Please be seated first, and then the host will be seated; Send drinks or snacks; Mainly talking, it is not advisable to keep getting up, or talk while watching TV, or often remind the time.
(4) seeing the guests off: when you get up, you should generally send them to the elevator, downstairs or at the gate; You should wave at the guests to leave.
Guests can take clothes, hats, rain gear or mark the location when they enter the door, but don't take the guest's handbag. Don't receive guests in pajamas.
22. What are the etiquette requirements for giving and receiving gifts?
(1) Choose the right gift and respect the local gift-giving taboos. Wrap the gift.
(2) The best time to give gifts is when the host welcomes you after entering the host's residence. The best time to return the gift should be when the guest asks to leave. Unless the recipient is not here, it is best to give the gift in person. When giving gifts or returning gifts, give them with both hands and give a brief explanation or introduction.
(3) When accepting a gift, take it with both hands and express your gratitude; With the consent of the giver, you can open it in person and praise the gift. It is impolite to ignore gifts.
If you think the gift is too expensive or inappropriate for other reasons, you should refuse it.
23. What are the basic etiquette of motor vehicle seating arrangement?
(1) Self-driving: If a full-time driver drives, the VIP seat should be the right seat in the back row and the left seat in the back row; If a friend drives his own car, the guest should sit in the co-pilot seat to show respect for the host.
(2) Take a taxi: When there are less than three guests, you should sit in the back row.
(3) Take the bus, CMB or van: the seat behind the driver is the most distinguished, and the degree of dignity of the seat behind is decreasing from top to bottom.
24. What are the etiquette requirements for taking escalators and elevators?
(1) When taking the escalator, you should stand on the right side, leaving the left passage vacant so that people in a hurry can pass; Should take the initiative to take care of the elderly and children in the same industry to step on the escalator to prevent falling; If you have to cross from the left, thank those who make way for yourself.
(2) When taking the box elevator, you should go out first and then enter. If there is a driver in the elevator, the elderly and women should be allowed to enter first; If there is no elevator driver, you can first enter the car to control the elevator, so that the elderly and women can re-enter the elevator to ensure safety. Get on the bus first and stand as far away as possible. When you don't know your fellow elevator passengers, your eyes should naturally look up at the elevator door; Don't laugh loudly in the elevator, keep quiet.
In places where pets are not explicitly prohibited from taking the elevator, small pets should be picked up by their owners to take the elevator; Large pets should be brought into the elevator by their owners without other passengers.
25. What are the etiquette requirements for flying?
(1) board the plane on time and take your seats accordingly. Keep quiet after entering the cabin.
(2) Don't bring oversized luggage and smelly articles on the plane. Pack your carry-on luggage as soon as possible and keep the passage clear.
(3) Turn off the mobile phone and other radio equipment after boarding the plane.
(4) Don't tamper with the safety supplies and facilities on the plane. When you need to find a flight attendant, you can ring the call bell instead of shouting. Thank you for accepting flight attendant service.
(5) When dining on the plane, actively adjust the seat back to the normal position, so as not to affect the dining of the rear passengers.
(6) Keep the engine room clean and tidy. When vomiting due to airsickness, use the special vomiting bag on the plane. Try not to take off your shoes during the flight to avoid the smell affecting others; If it's a long flight, put your socks outside after taking off your shoes.
(7) After reading the books on board, put them neatly in the front pocket.
(8) Don't open the luggage compartment to get your luggage before the plane stops, so as not to hurt people when the luggage falls.
(9) Greeting the flight attendants when boarding and disembarking.
When seeing off passengers, you can say "bon voyage" and other greetings, but you can't say "bon voyage" (the plane needs to take off against the wind). The life jacket on the plane is used by passengers to escape when the plane is forced to land at sea in distress. Don't open or take off the plane at will.
26. What are the etiquette requirements for taking the train?
(1) Baggage should be placed with mutual courtesy and convenience.
(2) Take the initiative to help the old, young, sick, disabled, pregnant and other special passengers.
(3) In the carriage, consciously maintain the environmental sanitation inside the car and throw the garbage into the dustbin; Don't take off your shoes at will and don't put your feet on the opposite seat; Smoking is prohibited in the carriage; Don't occupy the bathroom and bathroom for a long time.
Don't talk loudly in the carriage, so as not to affect other passengers.
27. What are the etiquette requirements for taking the bus and subway?
(1) Wait in line, get off first and then get on, and politely let women, the elderly and children get on first.
(2) Follow the guidance of drivers and passengers.
(3) Give seats to the elderly, the sick, the disabled, pregnant women and passengers with children.
(4) Maintaining the environmental sanitation of carriages and stations; In rainy and snowy days, properly place your own rain gear so as not to affect others.
(5) Passengers who get off later should take the initiative to give way to those who get off first.
28. What are the etiquette requirements for taking a taxi?
(1) It is advisable to park on the side of the road to avoid affecting public transportation.
(2) When getting on the bus, the elderly or women should get on first; When getting off the bus, young people or men get off first.
(3) Keep the car clean. Don't spit or throw debris outside the car. Put it in a tissue and take it with you when you get off the bus.
If you want to smoke in a car where smoking is not prohibited, you should get the driver's consent, and you should not throw ash into the car or cigarette butts out of the window.
29. What are the etiquette requirements for cycling?
(1) Consciously abide by road traffic safety regulations, traffic signals and traffic signs.
(2) comity to pedestrians, red light does not cross the line, yellow light does not grab the line.
(3) Enter and exit the manned door and get off to show respect.
(4) Make a gesture before turning.
Driving on motorways and sidewalks, rear-end collision, rear-end collision, zigzag driving, and riding people and articles that are too long and too wide in urban areas are common dangerous behaviors and must be resolutely put an end to.
30. What are the etiquette requirements for pedestrians?
(1) Follow traffic lights, signs and markings.
(2) Please ask the elderly, ladies and minors to walk on the inside away from the motor vehicle lane.
(3) Many people should take the initiative to avoid others in parallel.
Don't climb over the road traffic guardrail, so as not to affect traffic and cause danger.
3 1. What are the etiquette requirements for asking for directions and receiving directions?
(1) When asking for directions, you should take the initiative to keep a proper distance from the other person, address them appropriately according to their age, gender and other characteristics, apologize for disturbing them, and then clearly and concisely explain your intentions. Thank you for your reply. If the other person is unclear or uncertain, you should also express your gratitude, ask others and don't pester them.
(2) When receiving instructions from others, pay attention to the requirements of the other party and indicate the traffic route or the means of transportation to be taken; If the oral expression is not clear, you can lead the way with the consent of the other party. If you are not clear or sure, you should apologize and ask others for help.
Don't say hello to others and ask for directions. Don't turn a blind eye to others asking for directions or pointing fingers casually, let alone pointing the wrong way.
Professional service etiquette
summary
Business, tourism, health, transportation, customs and other industries and units are the "windows" that represent the country and the government to directly contact the public and provide services in the field of public services and public utilities. Only when the service personnel of "window" industries and units consciously strive to enhance their professional service etiquette awareness, enrich their professional service etiquette knowledge and improve their professional service etiquette level, can they show the civilized manners of China citizens, the overall civilized degree of China society and the overall management level of the country, and show the cultural charm of "a country of etiquette". Learning and practicing professional service etiquette should reflect the following basic requirements:
-Dedicated and conscientious. Have a high sense of responsibility and pride in your work, be strict with yourself ideologically and professionally, study business knowledge hard, master professional skills in an all-round way, increase the scientific and technological content and knowledge content in your service, and do what you love and do well.
-Honest and trustworthy, excellent service. To provide services, we must adhere to the principles of reputation first, quality and quantity, and fair trade. Think what customers think, be anxious about what customers are anxious about, be considerate in service, be enthusiastic, patient and meticulous. In case of customer complaints or disputes, service personnel should explain and apologize to customers with a calm, restrained and patient attitude, and actively help solve the problem to avoid arguing, ignoring or shirking responsibility.
-Dignified appearance and neat dress. In gfd, service personnel should take nature as beauty, wear light makeup, and walk, stand and sit in a standard posture. If there is commercial clothing, it should be clean, beautiful and harmonious.
-Civilized language and enthusiastic attitude. Please, hello, thank you, I'm sorry, please wait a moment, welcome to come again, communicate with guests with warm smiles and friendly eyes, and shorten the distance with customers.
The above are the basic etiquette requirements that window service personnel should follow, but different industries and units have different industry norms and etiquette requirements. Here, taking some window service industries as examples, specific etiquette norms are introduced respectively.
1. What are the basic characteristics of civilized terms in service industry?
Civilized language in service industry mainly refers to some conventional language and its concrete expression of self-humility and respect for service personnel in the process of service. The basic characteristics include initiative, identity and intimacy. Generally, it can be divided into 10 categories, such as greeting, welcome, asking for help, thanking, consulting, responding, appreciating, congratulating, declining and apologizing.
The language of service personnel should be civilized and standardized, and service taboos should not be mentioned, such as "Hello!" "Bah!" "Didn't I tell you? Why do you still ask! " "Did you hear that? What are the long ears for? " "If you can afford it, hurry up. If you can't afford it, leave!" "What's the hurry! Can't you see I'm busy? " "This is my attitude!" "Go away!" "How stupid!" "How annoying!" "Don't talk nonsense!" "Stop nagging!" "Endless!" "Do you understand!" "Come back tomorrow after work!" "If you have a problem, find a leader!" "If you have the ability to sue, you are not afraid to sue wherever you go!" Wait a minute.
2. What are the etiquette requirements for the interpersonal distance of routine service?
(1) direct service distance. When service personnel directly provide services to the other party, the distance from the service object should be determined according to the specific situation, generally at 0. 5m and 1. 5m。
(2) Display the distance. When the service personnel demonstrate the operation for the service object, the interpersonal distance of the service should be 1 to 3 meters.
(3) Guide distance. When the service personnel give directions to the clients, it is most appropriate to travel around 1. 5 meters in front of the left side of the client.
(4) Standby distance. When the service object does not require service, the service personnel should consciously keep a distance of more than 3 meters from the other party, but it should be within the sight of the service object.
When customers browse, consider and choose goods, service personnel should keep a proper distance from customers, not to interfere with customers, but also to provide services in time.