大叶槐 发表于 2007-6-9 10:40:25

服务语言的“六要”与“六不要”

<p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt;"><span style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: 宋体; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma;">服务语言的</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: Tahoma;">“</span><span style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: 宋体; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma;">六要</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: Tahoma;">”</span><span style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: 宋体; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma;">与</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: Tahoma;">“</span><span style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: 宋体; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma;">六不要</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: Tahoma;">” <br/><br/><br/><br/></span><span style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: 宋体; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma;">服务语言的</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: Tahoma;">“</span><span style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: 宋体; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma;">六要</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: Tahoma;">”</span><span style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: 宋体; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma;">:</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: Tahoma;"><br/><br/></span><span style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: 宋体; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma;">明了性:要讲得清,听得明,不用听者重复反问</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: Tahoma;"><br/></span><span style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: 宋体; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma;">。</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: Tahoma;"><br/></span><span style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: 宋体; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma;">主动性:主动先开口,主动询问客人,寻觅服务对象。</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: Tahoma;"><br/><br/></span><span style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: 宋体; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma;">尊敬性:对客人多用尊称,少用贬称,禁用鄙称,多使用敬语。服务员使用的</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: Tahoma;">“</span><span style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: 宋体; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma;">你</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: Tahoma;">”</span><span style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: 宋体; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma;">字都要加</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: Tahoma;">“</span><span style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: 宋体; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma;">心</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: Tahoma;">”</span><span style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: 宋体; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma;">字底,以</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: Tahoma;">“</span><span style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: 宋体; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma;">您</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: Tahoma;">”</span><span style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: 宋体; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma;">相称。</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: Tahoma;"><br/><br/></span><span style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: 宋体; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma;">局限性:服务语言的内容局限于服务工作范围,不可随意出界。如与客人谈得投机,稍有出界,应及时返回。</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: Tahoma;"><br/><br/></span><span style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: 宋体; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma;">愉悦性:用词、造句和说话的语气都要讲究,多用美词雅句,文质彬彬,造成一种高雅的文化气氛,客人进入酒店受到感染,愉悦心情油然而生。加上我们对客人只称赞不指责,不用否定句、训诫句、命令句,不讲</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: Tahoma;">“</span><span style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: 宋体; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma;">不</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: Tahoma;">”</span><span style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: 宋体; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma;">字,服务又热情周到,就可以使客人在精神上、心理上得到满足。</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: Tahoma;"><br/><br/></span><span style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: 宋体; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma;">兑现性:服务语言必须讲得出就做得到,不能为了一时讨好客人而随意许愿承诺,开空头支票必将弄巧成拙。</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: Tahoma;"><br/><br/></span><span style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: 宋体; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma;">用上述六个特点去对照,下面是六个</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: Tahoma;">“</span><span style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: 宋体; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma;">不要</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: Tahoma;">”</span><span style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: 宋体; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma;">:</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: Tahoma;"><br/><br/></span><span style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: 宋体; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma;">言语含糊,语音不清晰,客人听不懂,违反了</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: Tahoma;">“</span><span style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: 宋体; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma;">明了性</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: Tahoma;">”</span><span style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: 宋体; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma;">,不是服务语言。</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: Tahoma;"><br/><br/></span><span style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: 宋体; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma;">客人叫唤服务员时,你反问一句</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: Tahoma;">“</span><span style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: 宋体; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma;">干什么?</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: Tahoma;">”</span><span style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: 宋体; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma;">不是服务语言。因为客人叫喊已被动了,再反问</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: Tahoma;">“</span><span style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: 宋体; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma;">干什么</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: Tahoma;">”</span><span style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: 宋体; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma;">表现了不耐烦情绪,违反了</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: Tahoma;">“</span><span style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: 宋体; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma;">主动性</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: Tahoma;">”</span><span style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: 宋体; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma;">。听了客人一些话语不满意,回一句</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: Tahoma;">“</span><span style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: 宋体; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma;">你这个人真怪</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: Tahoma;">”</span><span style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: 宋体; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma;">,不是服务语言。</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: Tahoma;">“</span><span style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: 宋体; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma;">你这个人</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: Tahoma;">”</span><span style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: 宋体; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma;">含贬义,是鄙称,不说</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: Tahoma;">“</span><span style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: 宋体; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma;">您</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: Tahoma;">”</span><span style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: 宋体; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma;">而</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: Tahoma;">“</span><span style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: 宋体; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma;">你</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: Tahoma;">”</span><span style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: 宋体; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma;">也是不尊重,再讲</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: Tahoma;">“</span><span style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: 宋体; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma;">怪</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: Tahoma;">”</span><span style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: 宋体; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma;">是三重不尊重,违反了</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: Tahoma;">“</span><span style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: 宋体; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma;">尊敬性</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: Tahoma;">”</span><span style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: 宋体; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma;">。</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: Tahoma;"><br/><br/></span><span style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: 宋体; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma;">与客人交谈中,问客人年龄、婚姻或薪金情况等不是服务语言,违反了服务语言的</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: Tahoma;">“</span><span style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: 宋体; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma;">局限性</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: Tahoma;">”</span><span style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: 宋体; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma;">,超出了服务工作的范围。</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: Tahoma;"><br/><br/></span><span style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: 宋体; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma;">说话用词不当引起客人反感、不悦,因此不是服务语言。如当客人退房时服务员发现什么物品少了,劈头就问:</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: Tahoma;">“</span><span style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: 宋体; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma;">某某东西不见,你拿了没有?</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: Tahoma;">”</span><span style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: 宋体; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma;">这就违反了</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: Tahoma;">“</span><span style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: 宋体; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma;">愉悦性</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: Tahoma;">”</span><span style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: 宋体; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma;">。</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: Tahoma;"><br/><br/></span><span style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: 宋体; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma;">客人离店时随便说一句:</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: Tahoma;">“</span><span style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: 宋体; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma;">下次您来,给予优惠。</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: Tahoma;">”</span><span style="FONT-SIZE: 9pt; COLOR: #006287; FONT-FAMILY: 宋体; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma;">时过境迁,如何兑现?因此也不是服务语言。</span></p>
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