Ceremony is a general term to show respect, a speech or behavior to show respect, and a ceremony for everyone to abide by because of customs and habits in people's long-term life practice. The following is the gfd etiquette of KTV service personnel that I collected for you. Welcome to read!

Basic etiquette of service personnel gfd (I) General requirements

1, clean body: keep the body clean and free of odor.

2, radiant: pay attention to food hygiene, work and rest, and maintain plenty of energy.

3, the right amount of makeup: women must wear light makeup, but in moderation, can not be exaggerated.

4, clean hair: wash your hair often, so there is no dandruff, men are not allowed to grow beards.

5, fresh mouth: keep the mouth fresh, no odor.

6. Clean your hands: cut your nails frequently, wash your hands frequently, and keep your hands clean.

7. Uniforms are neat: uniforms should be changed frequently, dressed neatly, and leather shoes should be polished.

(2) Male

1, clothing: clothes are neat, clean, free from stains and obvious wrinkles; Button up and tie up; Suits should not be too long or too short; Shirt cuffs should not be too fat, and leather shoes should be worn when wearing a suit; There shouldn't be anything in the pocket of a suit coat, and there shouldn't be a badge in the collar of the coat. It is better to have less decoration.

2, hair: hair should be trimmed frequently, keep the length of the hair feet, do not cover the ears, do not touch the collar; No beard, shave every day, no stubble is qualified.

3, decoration: you can shave every other day, but you can't make up.

(3) Women

1, clothing: women's suits must be made slightly shorter to fully reflect the curvy beauty of women's waist and buttocks; If you wear pants, you can make your jacket longer. Don't spend socks when wearing a suit skirt, and socks should not be exposed outside pants or skirts.

2, hair: hair should be washed frequently, combed neatly before going to work, do not mess hair, you can add a small amount of hair oil to ensure that there is no dandruff.

3. Decoration: Female employees should wear light makeup, and the bottom of the grave should not be too thick, which should be evenly coordinated with their skin color and background color; Avoid using too much perfume or perfume with strong pungent smell.

Basic manners and manners of service personnel (1) Standing posture

1. Trunk: chest and abdomen, hips tight, neck straight, head straight, jaw slightly retracted.

2. Face: Smile and look forward.

3, limbs: two arms naturally droop, hands spread out, fingers fall on the leg side pants seam. Special business places can hold their hands behind their backs or in front of their stomachs, with their right hands above their left hands; Legs are straight, feet are shoulder-width apart, and toes are differentiated outward.

(2) Sitting posture

1. Look straight ahead and look at the seat from the corner of your eye.

2. Gently walk to the front of the seat and sit down gently to avoid twisting your hips to find a seat or moving the chair too much to make a noise.

When customers visit, they should put down their work and stand up to greet them. Only when the customer is seated can he sit down.

4. Sit in front of the seat when visiting strangers1/3; When visiting regular customers, you can fall into 2/3 seats; Don't lean back.

5. When a lady is seated, she should gently fold her skirt forward with both hands to avoid wrinkling or indecent. When listening to people, lean forward slightly or turn your upper body to the speaker, look at each other softly, and determine the length of gaze and the expression of eyes according to the conversation. Don't look around or appear absent-minded.

6. Put your hands between your legs or flat on the table. Don't put your chin up, play with anything or make other small moves.

7. Legs should be laid flat naturally, and crossing your legs is not allowed. A man's leg spacing can accommodate a punch; A lady's legs should be close together, and her feet should not be tapped or moved.

8, stand up from the seat, the movement should be light, to avoid causing the seat to fall or make noise, generally stand up from the left side of the seat.

9. When leaving the seat, gently lift the seat and then gently put it down. Avoid dragging or pushing chairs.

(3) Dynamic attitude

1, when walking, the pace should be moderate, and women should take small steps, and avoid striding, running or rubbing the ground.

2. Keep the upper body standing standard when walking. The range of thigh movement should be small, mainly relying on the calf to eject forward to bring out the pace.

3, corridors, stairs and other public * * * channel employees should walk on the right, do not walk in the middle of the corridor.

When several people walk together, don't walk side by side, so as not to affect the passage of customers or others.

When you meet customers anywhere, you should take the initiative to give way, not force them.

6. At the door where one person passes, two people are not allowed to squeeze in. When you meet a customer or colleague, you should take the initiative to step back and make a gesture with a smile? After you. .

7. Walking in the corridor, generally don't just pass by the customers in front. If you need to pass, you should say it first? Excuse me. When the customer gets out of the way? Thank you? , and then gently through.

8. When passing customers and colleagues, you should take the initiative to lean sideways and nod your head.

9. When guiding customers, walk two steps ahead of them.

10. Don't make faces, stick out your tongue, blink, look in the mirror, wear lipstick, etc. Don't put anything under your arm when you are working.

1 1. Don't hum, whistle or stamp your feet when you walk.

12. Do not smoke or eat in the business premises during working hours.

Please cover your mouth with a clean handkerchief or hand when coughing.

14. When sneezing, walk away or turn your head to cover your mouth.

15, please go to the bathroom or the place where customers can't see when finishing clothes or hair.

16. You shouldn't pick your nose, scratch your nails or cut your nails in public.

17, don't whisper or point fingers in public.

18, don't go back and forth in public areas, shout, run and chase.

19, don't shake your legs at will.

20, when talking with customers, eyes must face each other's eyes. Don't always look at your watch and interrupt each other at will.

(4) Speech

1, when talking with people, you should first keep your clothes clean and tidy.

2. When talking, look at each other with soft eyes and smiles, and nod gently to show that you understand the theme or content of the customer's conversation.

3. When standing or sitting down, you should keep the correct standing posture and sitting posture. Don't put your hands on your hips, put them in your underwear pockets, cross your chest or play with other things.

4. When others are talking, don't tidy clothes, fiddle with hair, touch face, dig ears, nose, scratch face, knock on the table, etc. , in order to avoid many people.

5. Don't laugh or dance loudly.

6. Don't look at your watch frequently when the customer is talking.

7. When three people speak, use a language that three people can understand.

8. Don't imitate other people's language, intonation, gestures and expressions.

9. When walking behind others, don't smile strangely to avoid misunderstanding.

10, when talking? Please. 、? What about you? 、? Thank you? 、? Excuse me. 、? You're welcome Polite language should be used frequently, such as rude words, contemptuous and insulting language, and excessive jokes are not allowed.

1 1. Don't refute, satirize, dig at or mock customers under any excuse, don't argue with customers, and don't act rashly and use vulgar language. No matter how the customer's attitude is, be polite and keep calm no matter how excited the customer is.

12, when addressing customers, use? A gentleman? Or? Lady or lady? Do you want to use it when you don't know your last name? This gentleman? Or? This lady or that lady? .

13. When there are several people present, it is useless to talk to others present. Him? Refers to a person, should he be called by his first name or not? A gentleman? .

14. whenever you receive anything from a customer, you should say so? Thank you? Any inconvenience caused to customers should be said? Excuse me. Thank you when you return the certificate to the customer.

15, what did the customer say? Thank you? When, to answer? You're welcome Or? You're welcome , shall not be unresponsive.

16. Don't say hello to anyone at any time? Hello? .

17. Can't answer customers' questions? Don't you know? For things that are really unclear, please ask the customer to wait for a while before asking for them, or ask the customer to contact the relevant departments or personnel directly.

18, don't give directions to customers with fingers or pens.

19. When serving or making a phone call, if there are other customers, you should nod your head and look at them to welcome them. Please wait a moment and finish the work at hand as soon as possible. You can't ignore customers without saying anything.

20. If you are really in a hurry or answer the phone, you must speak if you need to leave the client you are facing? Excuse me, please wait a moment. And deal with it as soon as possible. When you face the customer again, you should say:? Sorry to have kept you waiting. , had to start the service without saying a word.

2 1. If you want to talk to customers, you should say hello first. If the customer is talking to someone else, don't listen. If there is something urgent that needs to be told to the customer immediately, you should say it first? Excuse me, may I bother you? I have something urgent to discuss with this gentleman. ? If the customer agrees, it should be thanked.

If you want to cough or sneeze during the conversation, you should say? Excuse me. And turn to the side, back down, and cover it with a handkerchief as much as possible.

23. What should customers say when they come to the company? Welcome to visit? What should I say to say goodbye to Fujian? Please walk slowly? .

24. When speaking, the tone should be natural, clear, soft, cordial and enthusiastic. Don't put on airs, the volume should be moderate.

25. All calls must be answered within three rings.

26. Say hello when you answer the phone, then report the name of the project before you speak? what can I do for you? Don't reverse the order, call with a smile.

27. When making a phone call, you must have a pen and paper at hand to record the main points of the other party. When the other person has finished speaking, you can simply repeat the confirmation.

28. What should I say if I need to talk to someone on the phone? Excuse me. And ask the other person to hold the microphone with both hands before talking to others.

29. When customers ask questions or inquiries on the phone, they should not only answer politely, but also avoid using them as much as possible? Maybe? 、? Maybe? 、? Probably? An ambiguous answer like that. Unclear questions should be clarified in some way before giving customers a clear and definite answer. I don't know. If you can't find out, you should answer? Sorry, sir, there is no such information at present? .

30. If it takes a long time to ask for information during the call with customers, you should tell them from time to time. Looking for it, please wait a moment. ? When the call is over, say goodbye politely, and then gently put down the receiver after the other party hangs up.

3 1. We should fully care about customers' difficult problems or requirements and ask them enthusiastically. We shouldn't deal with them in a hurry on the pretext of being busy with work.

32. When the customer makes excessive demands, be patient, don't get angry, don't blame or criticize the customer, and have to ignore the customer. At any time, they should keep their manners and deal with them calmly and properly.

33. Can you talk? Five tones? That is, welcoming guests, giving speeches, thanking, apologizing and sending other voices; Useless? Four languages? , is contempt, irritability, denial, quarrel.

34, who entered the room or office, should first knock at the door, with the consent of the room owner rear can enter. You are not allowed to browse anything (documents) in the room without the owner's consent. Don't sit down without permission when talking to the boss.

A competent and polite waiter must do: in appearance, give people a sense of stability and generosity. Make clothes neat and straight; Dignified and handsome

In action, we should be humble and generous, stand, sit, walk and gesture in line with the norms, be correct, steady, natural, kind and well-trained.

In attitude, we should show kindness, hospitality, sincerity and smiling service. Smiling service is the most basic service attitude standard, which is advocated? Smile at all the guests in the world, and everyone in the world will smile? .

In language, be polite and express yourself appropriately. Achieve standard pronunciation, sweet sound quality, moderate volume, euphemistic tone, sincere tone and appropriate speech speed. We should pay attention to the art of language and use honorific, modest and elegant language correctly.

In reception etiquette, guests should be polite and pay attention to norms. Welcome, reception and dispute handling of important guests should pay attention to certain specifications and corresponding etiquette.

The external beauty of the waiter's appearance, language and behavior should be the natural expression of spiritual beauty and the external expression of a good moral quality.