Service Etiquette

Self Introduction

What is the Service?

Service

Smile
Excellent
Ready

View
Invite
Creation

Eye

What is the Etiquette ?

Interpersonal Relationships

Common Procedures

Discipline

Respect

How to Shape Professional Image

The first impression
eye-contact

create psychological advantage

The first 7 seconds to 2 minutes
32% oral language
68% body language

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How to Shape Professional Image

Personal occupation image
appearance
manner

Behavior and etiquette

lead;show the direction
delivery and receiving
conversation

Appearance

Quotes
One's dressing is the truest
portrayal of his manner,
taste and status.
-------- Shakespeare

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Clotheses
Dressing the uniform in the work time.
Keep the uniform neat and tidy, shall not have stains, wash frequently.
Fasten all the buttons,or not leave more than two buttons opened, and hang
on the work card on the chest.

Clothese
Dressing the uniform in the work time.
Keep the uniform neat and tidy, shall not have stains, wash frequently.
Fasten all the buttons,or not leave more than two buttons opened, and
hang on the work card on the chest.

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Ties Male

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Suit Male

Black suit
The white shirt + red tie

Grey suit
Dark grey shirt + silver tie

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Shoes Male
Simple and genorous, decoration is not over-exaggerated.

Wipe away the stains before going to work.

Male wear the socks in black or dark colour which
can cover the skin.
Change the footwear frequently to avoid being
smelly.
Wearing slippers is a mustn't.

Shoes Female
Simple and genorous, decoration is not overexaggerated.
Wipe away the stains before going to work.

Female Don't wear the socks which full of holes

or in the shape of net.

Footwear

Haircut

Male: the forehead hair can not past the eyebows, and can not dye the hair.
Female: the long hair need to be braided, and can not wave hair or dye the hair.

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Haircut

Ornaments
Do not wear a tainted glasses

Don't wear too eye-catching Earrings

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Oral hygiene
+Keep the teeth clean, avoid leaving food stains
+ Do not eat irritating foods (such as: garlic) during the work to
keep the mouth clean.

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Nails
Female Keep hands clean, can not have the black dirt, do not stay
long fingernails, not painted color nail polish.
Male Keep hands clean, can not have the black dirt.

Manner

1.Facial Expressions
Eye contact
1 Look straight at each other, at the same
time, avoid to make someone feel pressure
2 Keep the eye on the customer during the
conversation
3 When face the customer, avoid eyes kept
turning and blinking frequently.

Smile
1 Give a bringt smile to the customers when
they come into your sight
2 When smile , the shape of mouth just like
anounce "qi" or "qiezi" .

2 Standing posture

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Standing posture (Male)

Head

up, neck straight. Shoulders spread to the sink, the

body has to feel be pulled up.
Belly

in , waist straited, hip.

Legs

close together, knees straight, legs back

and force, the body's center of gravity in the forefoot.
Feet

can be aparted with the same width with

shoulders, also can be in "V" type, hands on hips, create
good male profilebeauty.
Wearing

smiles when standing.

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Standing posture

Standing posture (Female)

Head up, neck straight. Shoulders spread to the sink, the body has to
feel be pulled up.
Belly

in , waist straited, hip.

Legs

close together, knees straight, legs back and force, the body's
center of gravity in the forefoot.
Four

fingers close together, tiger's mouth open, arms relaxed the right
hand on the left hand, smooth lines reflect the beauty of women. The
toes and heels together, separately in the "V" font.
Wearing

smiles when standing.

3 Sitting posture

Seat the chair gently, take in at least 2/3

of it, with back against the chair

back. Knees naturally put together (males may be slightly apart). The
body slightly forward, showing respect and humility.
When Lady seated, put hands on the skirt slightly , avoid to stand up
again to sort the clothes.

[Male]

[Female]

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4 Walking posture

Based on the standard of standing

posture;

Walk with head up. The center of gravity of

the body slightly forward, chest
abdomen, upper body upright,shoulders
relaxed, arms naturally swing;

When walks, male should show

vigorous powerful, female show grace;

The reception staff should be stand

sideways politely when confronted by the
customers, and nods to say hello.

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Squat
One foot in front, one is in the legs, squat, forefoot full ground,
leg lift substantially perpendicular to the ground,heel, foot, hip downward.

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Guidelines and guide gesture

The frequency and the amplitude is not too large, upper body slightly forward.
Use palms to show the direction instead of fingers.
Greet others come to your direction with palm inward instead of palm upward.
When stand side by side with customers, service staff should follow the principle
" the right side stand for respect " , so that stand at the left side of the customers.

Behavior and etiquette

How to show
the way

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Subtle leading skills

Palm upside, four fingers close together, thumb roll up in the
middle. The shoulders spread out from the body side towards the
direction. Look into the distance with smile.
o Inform the destination with using left / right hand indicate to the
direction;
o Stand in the left-front oblique position , about 0.5-1.5 meters to
the guests when leading the direction;
o Take two or three steps in front of guests and keep the same
pace of with them;
o Inform the waiting time and provide the reading materials.

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At the corridor
Staff should take two or three steps in front of guests. Give the central walk road to
the guests, and walk along at the one side of the corridor. Remember to keep the
same pace with guests.

At the stairs
Lead the guests upstairs, should let the guests go in front, the reception staff go
after them. If go downstairs, receptionists should go in front of the guests. During the
process, receptionists should pay attention to the safety of guests.

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Delivery and receiving

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Cellphone
Should use both hands and the upper
body slightly forward.
Make others feel convenient to recieve
what you pass.
Try not to leave the finggerprints on
the cellphones.

Paper and pen

Should use both hands and the upper body slightly
forward.
Deliver the bill to the customers straightly or in the
direction of desktop. Don't use finggers to indicate the
customer to signature.
When pass the pen, try not to put the nib to the
customer.

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The etiquette in the

conversation

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How to get other's faverable impression

Beliefs, values
Hobby
The concept of consensus
Expression of fact
Greeting

Ideas

BODY LANGUAGE
Look at the watch frequently feel the time presure and want to end the
meeting assp.

Squint

disagree, disgust, anger, don't appreciate

Both hands come across the chest

Avoid the eye-contact

refuse, disagree defense

Indifference, escape

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Oral language
Form of address; calling
Praise more and less blame
The words should be elegant and polite
Do not talk with the pet phrase
Try to be honest and sincere
Learn to listen to others

Summary

1. Service staff image

2 Behavior and etiquette

-Clothese

-Smile

-Footwear

-Standing posture

-Haircut

-Walking posture

-Ornament

-Squat

-Face

-Leading the direction

-Mouth
-Nails

-Dilivery and receive

-Conversation

It isn't

the end , but the beginning.

Thank you!

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