Smiling, good attitude and patience are very important. The main civilized expressions are: hello, thank you, sorry, please wait a moment, ok, got it. First, how to learn to deal with guests easily 1, the waiter always smiles; 2. Treat old customers with courtesy and respect; 3. Appear when the guests need it most; 4, never let the guests feel embarrassed (empathy) Second, how to overcome service barriers 1, overcome personality barriers Good people: speak softly; Avoid speaking loudly and quickly \x0d\ Personality suspicion: it is not easy to trust people; You're welcome, ambiguous \x0d\ arrogance: easy to look down on people; Don't be conceited and arrogant, use disrespectful words \x0d\ shy guests: introverted; Avoid joking casually \x0d\ impatient guests: complaining frequently and unstable; Avoid being as impatient as the other person, otherwise it is easy to contradict \x0d\ taciturn: I don't like talking to people; Avoid ignoring and snubbing each other \x0d\ rambling guests: random; Don't let nature take its course, and remind \x0d\ difficult guests in a caring tone: be picky and keep a straight face; Avoid speaking out of proportion to avoid falling into a quarrel. 2. Overcome language barriers. A. Seven taboos: avoid dispersion, generality, urgency, emptiness, emptiness and slippage. B.four noes: don't say disrespectful words, unfriendly words, impatient words and impolite words. 3. Overcome psychological barriers (practice). A: I am an excellent service staff! I believe I can do my job well! C, there are many friends around me who care about me! No matter what happens, I can keep a warm and cheerful attitude to serve the guests! \x0d\ The purpose of my work here is to show my value, not to enjoy it! How do waiters maintain self-control 1 When they are in a bad mood, don't vent their emotions on the guests. When guests criticize our work, it will embarrass us, so we should treat it calmly. When the guest is rude to us, don't answer blows with blows, but solve the problem politely, profitably and properly (correct the role). When the workload is heavy, we should pay attention to the service attitude and work efficiency (busy but not chaotic). 5. When there are few guests and the workload is small, we should pay attention to strengthening discipline (being idle but not lazy). 6. control the excessive expansion of selfish desires, and don't do things that are one step at a time (lead a totally clean life). 7. In dealing with colleagues and superiors, when encountering contradictions or quarrels, be calm and patient. 2. All the guests are the first. 3. Service should be good for bad. 4. Being competitive will lose friends. Five, an excellent waiter should have six characteristics 1, extroversion and enthusiasm; 2. Strong language skills and persuasiveness; 3, high flexibility, can make appropriate responses according to different environments; 4. Have certain moral cultivation; 5. Strong aesthetic consciousness; 6. Be enterprising and innovative. As a waiter in a gold medal supermarket, one should master five professional service skills: seeing, listening, laughing, speaking and moving. The skill of reading is to learn to read words and colors, understand customer psychology, and distinguish customers of different ages, social status, personality and shopping attitude. \x0d\ Listening skills, that is, to close the relationship with customers, we must pay attention to listening. Supermarket waiters who are good at listening are often more likely to gain the trust of customers. The skill of "x0d" laughter is the most lethal weapon to the intended customers. The waiter in the gold medal supermarket should always have a trusting and warm smile on his face. Speaking skills, that is, how to guide customers, a gold medal supermarket waiter should understand that customers care more about what you say when shopping, and your speaking skills are often the key to whether customers buy or not. When you speak, you must always use service language and say it in a way that customers like. \x0d\ Dynamic skills, that is, body language, gold medal supermarket waiters should always understand that they represent the image of the supermarket. Although it is difficult to maintain graceful posture at work, they must refrain from some habitual lazy postures, because various body languages convey different meanings to customers. \x0d\ In addition, waiters in Gold Medal Supermarket should master the skills of handling customer complaints, so as to be good at calming customer dissatisfaction. Be good at self-adjustment and release the pressure brought by customer service. As a waiter in a gold medal supermarket, we must first know that service is a matter of life and death in the supermarket, and we must establish the will to serve customers and truly have the consciousness of regarding customers as gods. As a waiter, you should have: \x0d\ respect customers, understand customers, continuously provide products and services that exceed customers' expectations, and be customers' eternal partners. This is the service concept that we have always adhered to and advocated. \x0d\ We live in the era of economic services. Everyone is enjoying other people's services, and at the same time, they are providing various services for others. With the experience of enjoying service, our guests will have higher and higher requirements for quality service. \x0d\ So, what are the requirements for being an excellent waiter? From my experience in the service industry for so many years, I found that no matter a star-rated hotel, a supermarket, or an entertainment and health city, there should be a standard professional image. \x0d\ A real server should have the following points: \x0d\ 1. Corporate image. Much depends on the external image of employees. If the waiters are well-dressed and look professional, guests will think that your company has strength, and vice versa. \x0d\2。 Polite service terms: "Hello!" "Welcome!" "Welcome to visit again!" "Please walk slowly!" The word "please" is always on my lips, and so is "thank you". These polite expressions will make guests feel more cordial and comfortable when enjoying the service. \x0d\3。 The customer is always right. Our service tenet is "guests first, service first", that is to say, only by sincerely providing warm and thoughtful service to guests can we win the trust of customers. Customers are God and our "parents", which is the need of service psychology. In fact, the guests are not always right, and the waiters are not always wrong. This requires the waiter to give his "right" to the guests when they are not always right. In the specific role relationship between waiter and customer, service personnel should "give up" this person even if it is reasonable. This is a permanent customer. Customers are the main body of service, not troublemakers. Customers know their own needs and hobbies best, which is exactly the information that enterprises need to collect. Because customers have "natural consistency", quarreling with the same customer is equivalent to quarreling with all customers. \x0d\4。 Grasp the psychological requirements of customers. In the process of hospitality service, we should skillfully understand the needs of guests when talking with them. Only by thinking from the standpoint of the guests can we provide the best service for them and make them feel at home. \x0d\5, 5S The concept "5S" refers to the English acronym for "smile, speed, honesty, cleverness and learning". The concept of "5S" is the most representative innovation of service culture, which is not only fully humanized in the times, but also quite operable. Smile: refers to a gentle smile. Waiters must be considerate to customers in order to give people a real smile. Smiling can express gratitude and tolerance, and smiling can express happiness, health and consideration. Swift: it means "act quickly", which has two meanings: one is physical speed, that is, work as fast as possible and don't keep customers waiting; Second, the emotional speed, the waiter's sincere actions and considerate heart will cause customers' satisfaction, so that they don't feel that the waiting time is too long. It is an important measure of service quality to show their vitality with quick actions and not let customers wait. Sincerity: If the waiter has the sincerity to serve the customer wholeheartedly, the customer will certainly understand. Being sincere and not hypocritical is an important basic mentality of waiters, and it is also the basic principle of treating people. Smart: it means "smart, neat and neat". Receive customers in a clean and tidy way, package goods with dexterous, agile and elegant actions, and gain customers' trust with flexible and ingenious working attitude. Research: We should always learn and master commodity knowledge, and study customer psychology and reception and coping skills. Studying customers' consumption psychology and learning service skills on weekdays can not only improve the level of receiving customers, but also make better performance. \x0d\ Of course, our service industry aims at making money first, but it is not only for money, nor is it mercenary. Profit is the reward of excellent service. The process of pursuing profit is to make customers willingly satisfied with the return and give us money without regrets through the same dedication as spring breeze and rain and dew. Don't be eager for quick success and instant benefit, and turn service into plunder, extortion and deception.