禮儀禮貌與儀容儀表 Manners and manners 筆者曾有一個(gè)下屬是位參加工作不久的女大學(xué)生，在上衛(wèi)生間時(shí)被一名保潔人員說其不沖廁所。她在半年之后提起此事時(shí)還非常激動(dòng)地說“我是這么沒有素質(zhì)的人嗎”，感覺被一個(gè)保潔人員說自己沒有素質(zhì)是今生的“奇恥大辱”。試想，如果是一個(gè)經(jīng)良好禮儀培訓(xùn)的保潔人員當(dāng)發(fā)現(xiàn)有人不沖廁所時(shí)，就會(huì)默默地用自己努力的工作來感動(dòng)服務(wù)對(duì)象，而不是埋怨服務(wù)對(duì)象的行為。不注意服務(wù)中的禮貌用語會(huì)給顧客留下壞的印象。 One of my subordinates was a college student who was a young woman who was in the bathroom and was told by a cleaning person that she didn't flush the toilet. She is still very excited after half a year by bringing the matter to say "I am the man who is so no quality", the feeling is a maintenance staff say that they have no quality is life "disgrace". Just think, if it is a good etiquette training in the maintenance staff when find someone don't flush the toilet, will silently moved the service object with his hard work, rather than complain about the behavior of the service object. Not paying attention to the polite language in the service will leave a bad impression on the customer. “禮儀禮貌”、“儀容儀表”實(shí)際上反映了一個(gè)企業(yè)的管理水平。管理工作中，應(yīng)避免保潔人員帶著不愉快的情緒來上班，或?qū)χ鞴苋藛T有抵觸情緒。 "Polite manners" and "grooming instruments" actually reflect the level of management of a business. In management, the cleaning staff should be prevented from bringing unpleasant emotions to work, or against the supervisor. 統(tǒng)一服裝、統(tǒng)一形象，也是良好的儀容儀表的基本要求。員工不能因?yàn)榉b不那么合適或不太喜歡，或怕見到熟人等各種原因而對(duì)穿工作服或其他規(guī)范要求產(chǎn)生抵觸心理，而出現(xiàn)不穿或穿著不整齊的現(xiàn)象。 Uniform dress, unified image, also is good appearance appearance instrument basic requirement. Employees cannot because less appropriate dress or don't like, or various reasons such as afraid of see acquaintances produce resistance to wear work clothes or other specification requirements, and don't wear or irregular phenomenon. 顧客需求與工作標(biāo)準(zhǔn) Customer requirements and working standards 清晰物業(yè)使用人的需求，了解顧客的關(guān)注點(diǎn)，據(jù)此作出詳細(xì)的服務(wù)方案，制訂工作的重點(diǎn)、詳細(xì)的工作標(biāo)準(zhǔn)和檢查標(biāo)準(zhǔn)，列出關(guān)鍵點(diǎn)和質(zhì)量控制點(diǎn)、工作記錄要求。對(duì)已制訂的工作標(biāo)準(zhǔn)和規(guī)程等進(jìn)行實(shí)施情況檢查，并時(shí)常評(píng)估其適宜性。 Clear property user demand, understand customer's focus, make a detailed service plan accordingly, to make the focus of the work, detailed work and inspection standards, list the key points and quality control points, work record. Conduct inspection of the work standards and procedures that have been established, and assess its suitability at times.