国际商务礼仪Unit 27 Service Etiquette

UNIT27ServiceEtiquette〔效劳礼仪〕FocalPoints

1.ProperServiceEtiquette2.CustomerServiceEtiquetteTechniques3.CustomerServiceTipsforaFrontDesk4.BanquetServerandRestaurantServiceEtiquetteProperServiceEtiquette

(效劳礼仪)Notestothetext1.petty:inferiorinranksorstatus不重要的

FromnowIleaveoffallpettydecorations.从今起我要抛弃一切琐碎的装饰。Hewasmiserableallthetimeandfightswouldstartoverpettythings.他一直都很闷闷不乐，常为一些鸡毛蒜皮的事吵架。2.delineation:depict描绘Delineationofchannelsisthefirststepofgeologicevaluation.勾划河道的轮廓是地质解译的第一步。3.gotheextramile做比期望的多得多的努力；做更多,取得更大的成就Wewillgotheextramiletodosomethingwe’vesaidpublicly.为那些我们公开地说要做到的事，我们会付出额外的努力。B.CustomerServiceEtiquetteTechniques(客户效劳礼仪)1、patronage:theactofprovidingapprovalandsupport支持，赞助Theyarealsothemaincurrencyofpoliticalpatronage.补贴同时也是政治赞助的一局部。2、demeanor:行为，举止Notestothetext3、obscenities:污秽的词语或行为Theuseofprofanity,obscenities,orobjectionablelanguageisprohibited.禁止发表任何不敬，淫秽或反动语言。4、pose:提出，引起；摆姿势Allowmetoposeseveralquestions.请允许我提几个问题。Theworkers'movementposesadirectthreattotheirinterests.工人运动对他们的利益造成了直接威胁。C.CustomerServiceTipsforaFrontDesk(前台接待效劳礼仪)1、amenities:便利设施Thehotelamenitiesincludehealthclubs,conferencefacilities,andbanquetingrooms.这家旅馆的设施包括健身俱乐部、会议设备和宴会厅。Notestothetext2、snap:猛咬，啪啪作响Heshutthebookwithasnapandstoodup.他啪的一声合上书，站了起来。D.BanquetServerandRestaurantServiceEtiquette(宴会与餐馆效劳礼仪)1、impeccable:withoutfaultorerror无错误的，无瑕疵的Shehadimpeccabletasteinclothes.她对服装有着无可挑剔的品味。Hewascharming,considerateandimpeccablymannered.他富有魅力，待人体贴，举止无可挑剔。2、align:使一致；排列Whenwarbrokeout,theyalignedthemselveswiththerebelforces.战争爆发以后，他们与叛军结了盟。Heneatlyalignedtheflower-potsonthewindow-sill.他整齐地把花盆一字排在窗台上。Notestothetext3、pitcher:大水罐Mysisterfetchedapitcheroficedwater.我妹妹取来一壶冰水。4、gratuity:报酬，小账Theporterexpectsagratuity.那个搬运工想要小费。5、gripe:牢骚，怨言Whyarefootballplayersgripingwhentheaveragesalaryishalfamilliondollars?为什么足球运发动平均薪水50万美元还总是发牢骚呢？6、curmudgeonly:小气的，不和悦的7、gauge:测定Hegaugedthewindatoverthirtyknots.他测量出风速为30节以上。8、flail:抽打ExercisesI.Role-playactivity:Dividetheclassintoseveralpairs.Theneachpairjustfollowstheinstructionstopracticeproperserviceetiquettesinahotel.Finallytheyaregoingtocomparewhichpairperformsthebest.II.Pleasefinishthefollowingquiz.

CanYouAffordWhatRudenessIsCostingYourBusiness?Haveyoueverthoughtabouthowmuchrudenessmaybeaffectingyourbottomline?Whatisthecosttoyourcompanywhenyouorthepeoplewhorepresentyoulackpropermanners?Doyouknowhowmanyclientsareturnedoffbyemployeeswhowouldrathercarryonaconversationwitheachotherthanwiththepersonwhocametopurchaseyourserviceorproduct?Canyoucountthenumberofpeoplewhohangupandcallsomeoneelsebecausethepersonwhoansweredyourphoneputthemonholdwithoutaskingpermission?Howdoestheclientrateyourprofessionalismwhentheemployeewhowelcomeshimtoyourofficelooksasifsheisdressedforadayatthebeach?Doyouremployeesunderstandthatitismoreoffensivethanfriendlytocalltheclientbyfirstnameunlessaskedtodoso?Areyouremployeestreatingeachotherwithcourtesyandrespect?Dotheyhonortheinvisiblewallsofeachother'scubicles?Dotheyworkasateamandhelpeachother?Intoday'sfast-pacedbusinessworldwheretoomanypeopleclaimthattheydon'thavetimetobenice,it'seasytooverlookthedetailsthatcanhelpyougrowyourbusiness,increaseyourprofitsandbuildlonglastingclientrelationships.Trytakingthisquicktrue/falsequiztotestyourownbusinessetiquetteexpertise.Thenrunitbyyouremployees.1.Businessetiquetteisbasedonrankandhierarchy.True/False1.True.Inbusiness,youalwaysdefertotheseniororhighestrankingperson,regardlessofageorgender.

2.Iftheinformationonyourbusinesscardisincorrect,drawalinethroughitandwritethecorrectinformationonthecard.True/False2.False.Handingoutbusinesscardswithinformationthatisoutdatedorcrossedoffisunprofessional.Havenewcardsprintedimmediately.

3.Businesscasualmeansdressingdownonenotchfrombusinessprofessional.True/False3.True.Businesscasualisnotanexcusetowearyourfavoriteoldclothestotheoffice.Itisstillbusiness,andeveryoneneedstolookprofessional.4.Intoday'srelaxedbusinessenvironment,itisnotnecessarytoaskyourclients'permissionbeforeusingtheirfirstnames.True/False4.False.Don'tassumeourworkworldhasbecomemoreinformalsoyoucancallclientsbytheirfirstname.Usetheirtitlesandlastnamesuntiltheyaskyoutodootherwise.5.Callersdonotmindholdingforinformationasmuchasholdingforaperson.True/False5.True.Clientswillwaitcontentedlywhileyousearchforinformation,workingontheirbehalf.However,iftheyhavetowaitmorethanthirtysecondsforyoutocometothephone,theybegintowonderhowmuchyouvaluethemorwanttheirbusiness.

6.Youdon'thavetosmileormakeeyecontactwithyourcustomersunlessyoufeellikeit.True/False6.False.Thisisonlytrueifyouareplanningagoing-out-of-businesssale.Everyclientdeservesagenuinesmileandeyecontact.

7.Handwrittennotesareoutofplaceinthebusinessworld.True/False7.False.Handwrittennoteshavebecomealmostasextinctasthetypewriter.Youwillstandoutfromyourcompetitioneverytimeyousendoffashortnotewritteninyourownhand.8.Amanshouldwaitforawomantoputoutherhandinbusinessbeforeofferinghis.True/False8.False.Everywomanshouldbepreparedtoshakehandsassoonasshemeetssomeoneinbusiness.Foreitheramanorwomantohesitatecouldindicatealackofconfidence.

9.Whencomposingane-mailmessage,completethe"To"linelast.True/False

9.True.Youcansende-mailwithoutinsertinganattachment,withoutcheckingforgrammarandpunctuationandwithoutasubjectline;butyoucannotsende-mailwithoutanaddress.Ifyouwaituntilyouhavecarefullyproofedyourmessageandaddedallattachmentsbeforeyoucompletethe"To"line,youwillneverbeembarrassedorhavetoapologizeforyourmistakes.

10.Smalltalkaroundtheofficeisawasteoftime.True/False10.False.Smalltalkcarriedonattherighttime,intherightplaceandontherightsubjectisagreatwaytobuildrelationshipsamongco-workers.

11.Peoplecanhearyoueating,drinkingandchewingoverthephone.True/False11.True.Mouthnoisesareevenlouderoverthephone.Justbecauseyourclientscan'tseeyoueatingthosepotatochipsdoesn'tmeantheycan'thearyoumunchingontheotherendoftheline.

12.Ifyoureceiveacallonyourcellphonewhenyouarewithaclient,looktoseewhoiscalling,butdon'tanswerit.True/False12.False.Itisjustasrudetopulloutyourphonetoseewhocalledasitistohaveitonandtakeacallinfrontofaclient.Turnyourphoneoffandcheckyourmessageslaterinprivate.Ifyouhadtroublewithanyofthesequestions,youremployeeswill,too.Ifyouwantyouremployeestobeateaseinbusinesssituations,torepresentyouwellandhelpbuildyourbusiness,givethemtheinformationtheyneed.Ifyouhaven'tdonebasicbusinessetiquetteskillstraininglately,doitnow.Don'tletrudebehaviorcostyoubusiness.Makesurethatyouremployeesknowhowtohandleclientsoverthephone,thattheyunderstandtheimportanceofbeingattentiveandalerttoclients'needs,thattheyvalueotherpeople'stimeandthattheycandealwithdifficultpeopleandsituationswithgrace.III.Readthefollowingtoobtainfurtherinformationonserviceetiquetteandhaveadiscussioninclass.Usetheacronym"ASAP"torememberthesefourstepsforcalmingupsetcustomers.Eachletterstandsforpartoftheprocess.Ais"apologize."Srepresents"sympathize.“Astandsfor"acceptresponsibility."Pmeans"preparetotakeaction."Nothingwillbesolvedbybecomingargumentativeandreactionary.Instead,diffusetheclient'sangerbybeingapologeticandsympatheticandfocusonpositivestepsthatwillresolvethesituation.Beforeyouknowit,youradversarieswillbecomeyourallies.WinningCustomersOverthePhoneDoyousometimeswonderwhereyourcustomershavegone?InastudybytheInternationalCustomerResearchInstitute,individualsgavethefollowingreasonsforbecoming"non-repeat"customers:*1percentdied(makesyouwonderhowtheyresponded)*3percentmoved

*5percentsaidfriendships*9percentsaidcompetition*14percentweredissatisfiedwiththeproduct*68percentcitedanattitudeofindifferencebyemployeesHowmanytimesdoyouthinkthatemployeeattitudeiscommunicatedbyphone?Veryoftenthetelephoneisthefirstandonlycontactthatpeoplehavewithyourorganization.Makesurethatthisexperienceisthebestyouandyouremployeeshavetooffersothatfirst-timecallersbecomerepeatcustomers.Smilewhenyouanswerthephone.Evenifyourhairisonfireorthelastcallerchewedyouout,pauseforamomenttoputasmileonyourfaceandinyourvoice.Believeitornot,peoplecanhearyousmilingthroughthephone.Answerthephoneonthefirstring,certainlynolaterthanthethirdring.Ifpeoplehavetowaitthroughringsfourandfive,theybegintothinkthatyouhaveclosedfortheday,goneoutofbusinessorjustdon'tcare.Weliveinaworldthatexpectsinstantgratification.Besureyoumeetyourcustomers'expectations.Askpermissionbeforeyouputsomeoneonhold.Youmayhavemultiplelinesringingandalineofpeoplestandingatyourdesk,butwaittohearthecaller'sresponse.Itisthatperson'schoicetoholdornot.Trynottoturnthismoveintoapowerplay.Wheny