3 pieces of service etiquette training experience

The first part: Experience of service etiquette training.

On June 14, I participated in the service etiquette training organized by the head office, and I was lucky enough to listen to the lectures of professional senior experts with international standards and get guidance. I was deeply moved by their statements in the service etiquette course.

As a service-oriented financial enterprise entering international business, it should not only have advanced facilities, comfortable decoration and elegant environment, but also have high-quality and good service. However, the premise of these services is to leave a good first impression on the guests. Personally, I think a good first impression begins with the etiquette of the guests at first sight.

It should be said that every employee knows the most basic etiquette, but in the specific reception service work, either we forget the etiquette, or the etiquette is not in place, or we can't express it clearly. In this training, the teachers taught: learn to praise, discover the advantages of others, learn to listen and smile; Learn to dress solemnly, behave appropriately and show professional taste; Understand the main points of communication, improve communication skills, seize every opportunity, and do not miss outstanding customers; Enhance professional credibility, win the trust of customers and increase customers; Look at things with an inclusive attitude, and enhance the public image of the bank by shaping the personal professional image. In a word, we should try our best to make our manners and good service leave a good impression on our customers.

In order to effectively standardize the service behavior, we must make our standard service a habit according to the service etiquette requirements mentioned in the training, so as to achieve standardization and regularization, and at the same time, reflect the value of our own service and show good personal cultivation while providing quality services to our customers. Enhance the bank image perceived by customers through personal professional image and demeanor, plus thoughtful service.

The second part: Experience of service etiquette training.

Service etiquette is a code of conduct and agreement for service personnel to show respect and friendship to customers through words, manners and behaviors at work. Simply put, it is the etiquette norms and work art applied by service personnel in the workplace.

Through this training, I gained a lot and felt deeply. Xx international manager Huang's course is very rich in connotation, which has new inspiration and understanding for my work and my life, so that I can re-examine myself, improve myself and teach me how to regulate myself and become a real service person.

Service etiquette seems simple, but it is not. As manager Huang said, it is a communication art that service personnel should abide by in the process of contacting customers or providing services, and it is a science. Manager Huang said, in the past, we all said that customers are God, but now we should change them into friends, because you just obey God blindly, but you will think of your friends everywhere. This reflects our golden key satisfaction and surprise, that is, we should be sincere to our guests, instead of operating mechanically like robots, so that our guests will not appreciate our sincerity and enthusiasm. Therefore, to impress customers, we must do what Manager Huang said: solve problems, honor promises and surprise. These are all very important. If we can do this, we will certainly satisfy our guests. There is also the principle of transposition that Manager Huang said. If you look at the problem from the standpoint of the guests, you will think about what kind of service is satisfactory, and you will have a sense of service and serve the guests wholeheartedly. When guests give us comments or dissatisfaction, we should not treat it as trouble and complain blindly. Instead, we should take it as an opportunity to improve our service level and respond positively. This is the principle of opportunity that Manager Huang said.

Smiling is welcome under any circumstances. Especially as a service person, it is important and necessary to learn to smile. Manager Huang said that the smiling principle is an international etiquette, and service personnel must do it. We must learn to smile. Smiling makes people feel comfortable, and smiling can make up for some mistakes in work. However, for our service staff, apart from being polite to the guests, the most important thing is to really solve problems for the guests. So what did Manager Huang say? Smile service is the watch, solving problems is the reason, and what appears is the truth! ? Very reasonable.

I am very glad to attend this class of Manager Huang, which is of far-reaching significance and has played an inspiring role in my work and life. It taught me how to be a real service person, face the guests with a smile, solve problems for the guests enthusiastically and sincerely, and strive to be an excellent service person.

Chapter three: Experience of service etiquette training.

Service is a topic of increasing concern in every industry. It should be said that every employee in our hotel knows the most basic etiquette, but in the specific service work, either we forget the etiquette, or the etiquette is not in place, or we can't express it clearly. Through this training, I feel deeply, and let me really understand the meaning of etiquette. Etiquette is a code of conduct that should show mutual respect and friendship in the process of interpersonal relationship and social communication, and it is a full embodiment of people's inner self-restraint.

I think the purpose of this training etiquette is to make myself popular with others-what do foreigners say about business etiquette? Commercial diplomacy? . I remember when I was in college, the etiquette teacher often said three words to us. The first sentence:? The world won't change because of you? Adapt to others, not try to change others. Don't just talk to people about unprincipled things? No? Don't impose your ideas and opinions on others. Too much kindness is sometimes a kind of harm. So we should face life bravely and live a wise life. What exists is reasonable, and only what is reasonable will exist. Don't try to change everything you don't like, because no matter how hard you try, it still exists, because the world won't change because of you. Art life, communication art: the way to treat people and do things.

In business etiquette, there are two basic principles: one is to keep the right posture, and the other is to have the right attitude. So-called? Where do you think your job is? What is the identity? It's appropriate to do what suits your identity. For example, it is necessary to distinguish between superiors and subordinates, elders and juniors, hosts and guests, and so on. What to do, what to say and what to look like can achieve good communication.

As hotel service personnel, we should strictly regulate our service words and deeds, listen to customers' calls with a smile, patiently answer customers' requirements, face customers with a healthy attitude, face work with a healthy attitude, shape the hotel's good service brand image with a good gfd and mental outlook, make our etiquette and good service leave a good impression on new and old customers, and strive to become an excellent hotel service personnel!