Ten words of courtesy: "Hello, please, sorry, thank you, goodbye".
Meeting terms: good morning, good afternoon, good evening, hello, nice to meet you, please give me more advice and take more photos.
Words of thanks: Thank you, I'm sorry for the trouble, I'm really sorry, please, thank you for your help, etc.
Disturb the other party or apologize to the other party: "Sorry", "Please forgive", "Sorry", "Please wait a moment", "Trouble" and "Please bear with me".
When accepting each other's thanks and apologies: "You're welcome", "You're welcome", "You're welcome" and "It's all right".
Farewell words: "Goodbye", "Welcome to come again next time", "Walk slowly", "Have a nice trip" and "Please come again".
Folding work polite expressions
Telephone answering language
1, hello! This is the XXX unit (room). Who are you looking for?
2. This is me. Who's calling, please ... Go ahead.
what can I do for you? Don't worry, I will try my best to do it well.
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 XXX Company (office) for this business. Their phone number is ... (Comrade XX is not a phone number, but his (her) phone number is ...)
8. You have the wrong number. My name is. }
Telephone language
10, hello! Excuse me, are you XXX company (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 Comrade XXX) is in XX building, I will take you there (or indicate the location).
19. Sorry to have kept you waiting.
Please sit down (have tea).
2 1, this is me. Do I need to do anything?
22. Please wait a moment. I will handle it for you as soon as possible.
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!
Terminology used in unit transaction.
26. Sorry to bother you. Polite language
27. Excuse me, which room is XXX?
28. Is Comrade XXX there?
Thank you very much (for your trouble)
30. Please stay.
Folding service courtesy terms
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.
2. "Three lightness": walking lightly, speaking lightly and acting 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.
3. Honorary service
Basic requirements: ① pleasant and clear language tone; 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.
4. Basic terminology
(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.
Excerpted from Baidu Encyclopedia.