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Jingdong book

现代服务礼仪

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Books Management Business Practices
Jingdong book

现代服务礼仪

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Content Description

服务作为人对人的活动，其核心是在服务关系中处理服务者角色的个人如何很好的履行自己的角色。本书所阐述的服务礼仪正是为了帮助人们在理解服务角色的基本内涵、掌握服务角色的具体要求的基础上，出色地履行在特定社会场景中所担当的服务角色。本书第一讲、第二讲主要概括介绍服务、服务礼仪的一般要求，以帮助读者形成一个较为完整的服务理念。第四讲至第七讲主要从服饰、仪容、言谈举止几个方面介绍服务角色的基本要求，心肝帮助读者全面掌握有关服务角色的礼仪规范。第八讲到第十讲主要介绍最常见的服务交流技能。本书既可作为企事业单位各类服务礼仪培训或是大专院校开设服务礼仪课程的教材，也可作为个人自我提高服务礼仪素养之用。总之，本书旨在与读者一起领悟服务真谛，洞悉服务奥秘，从而在各自从事的服务性工作中树立起牢固的服务理念，以此提高自身的服务意识与服务技能。希望能对每一位有志于提高自身服务能力的读者有所裨益。
Catalogue

第一讲 服务概述
一 什么是服务
1.服务的含义
2.服务的性质
3.服务的类型
二 服务质量
1.服务质量的特点
2.服务质量的构成
三 服务的产生和发展
1.服务的产生
2.服务的发展

第二讲 服务礼仪概述
一 什么是服务礼仪
1.什么是礼仪
2.服务礼仪是一种特殊的礼仪形态
二 服务礼仪的意义
1.服务礼仪是提高服务产品质量的关键
2.服务礼仪是提高产品竞争力的有效手段
3.服务礼仪是增强经济实力、树立形象、提高社会生活质量的重要手段
三 如何让服务礼仪成为可能
1.给服务人员“注入服务灵感”
2.营造良好的服务文化氛围

第三讲 服务礼仪的基本原则
一 顾客取向一
1.满足顾客需求是服务人员的最高行为准则
2.善解人意
3.对顾客忠诚
4.让顾客选择
5.给顾客方便
二 顾客满意
1.宾至如归
2.殷勤服务
3.尊重顾客
4.一视同仁
5.认真对待顾客意见
三 顾客至上
1.不拒绝顾客的要求
2.顾客的事是大家的事
3.不给顾客带来任何不愉快
4.不干扰顾客
5.不冒犯顾客
6.顾客是上帝

第四讲 服务人员的服饰礼仪
一 服饰的功能与意义
1.服饰的功能
2.服饰的意义
二 服务人员服饰的基本要求
1.符合服务人员的身份
2.符合服务的性质和场所
3.整洁美观
三 正装的选择与穿着
1.正装的选择
2.正装的穿着
四 男士西服的选择与穿着
1.男士西服的选择
2.男士西服的穿着
五 女士套裙的选择与穿着
1.女士套裙的选择
2.女士套裙的穿着
六 饰品的选择与佩戴
1.饰品的选择
2.饰品的佩戴

第五讲 服务人员的仪容神态
一 服务人员仪容的基本要求
1.清洁
2.整齐
3.简朴
二 服务人员仪容修饰的具体要求
1.头发
2.脸部
3.口腔和耳朵
4.手与脚
三 服务人员的个人卫生习惯
1.不做不雅观的小动作
2.打喷嚏、咳嗽时注意卫生
3.不随地吐痰、擤鼻涕
4.生病时尽量不与顾客接触
5.保持室内清洁
四 服务人员神态的具体要求
1.神态的含义及基本要求
2.微笑是最受欢迎的表情
3.恰当运用眼神

第六讲 服务人员的举止风度
一 服务人员行为举止的总体要求
1.热情周到
2.谦恭有礼
二 服务人员的姿态
1.站姿
2.走姿
3.坐姿
三 服务人员的基本行为要求
1.入座、离座
2.行走
3.出入房门
4.进出电梯
5.乘坐汽车
6.上下楼梯
7.递接物品
8.礼貌用语
四 常见的见面礼和手势语
1.握手礼
2.拱手礼
3.鞠躬礼
4.合十礼
5.点头致意
6.举手致意
7.挥手告别
8.打手势召唤
9.弯手指做圈
10.V手势
11.伸出食指
12.用手指计数
13.点头
14.跷起大拇指
15.示意谈话结束的姿态

第七讲 服务人员的交谈礼仪
一 服务人员交谈时的总体要求
1.亲切
2.谦恭
3.有效
二 服务人员的谈话礼仪
1.以顾客习惯的交谈方式谈话
2.用委婉、商量的语气与顾客交谈
3.认同与赞美
4.善于提问
5.避免使用否定性的消极语言
6.不对顾客说“不”
三 服务人员的倾听礼仪
1.认真倾听
2.适当反应
3.多理解少评论
4.不与顾客争辩

第八讲 服务过程中的基本礼仪
第九讲 电话接待礼仪
第十讲 投诉接待礼仪

参考文献
Introduction


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Brand Jingdong book
Brand Origin China

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