【正文】 出對(duì)客人的尊重。11）對(duì)于客人的困難，要表示關(guān)心、同情和理解，并盡力想辦法解決。基本用語(yǔ)，①”歡迎“、”歡迎您“、”您好“，請(qǐng)問(wèn)有什么可以幫您?！蔽迓暋埃嚎蛠?lái)有迎聲，客問(wèn)有答聲，工作失誤道歉聲，受到幫助致謝聲，客人走時(shí)有送聲。⑴詢(xún)問(wèn)式：如：“請(qǐng)問(wèn)??”⑵請(qǐng)求式：如：“請(qǐng)您協(xié)助我們??”（講明情況后請(qǐng)客人協(xié)助）⑶商量式：如：“??您看這樣好不好？”⑷解釋式：如：“這種情況，酒店的規(guī)定是這樣的??”10）打擾客人的地方（或請(qǐng)求客人協(xié)助的地方），首先要表示歉意，說(shuō)：“對(duì)不起，打擾您了。四、對(duì)客服務(wù)用語(yǔ)要求：1）遇到賓客要面帶微笑，站立服務(wù)（坐著時(shí)應(yīng)起立，不可坐著與客人談話(huà)）。●要舉止文雅，態(tài)度和藹，能使語(yǔ)言講清楚的盡量不加手勢(shì)。服務(wù)員要達(dá)到語(yǔ)言美，必須注意從以下幾個(gè)方面做起：(1)說(shuō)話(huà)要有尊稱(chēng)，聲調(diào)要平穩(wěn)。我們已把該信轉(zhuǎn)給了技術(shù)部，備他們考慮。希望收到您的來(lái)信。On behalf of the Beijing Municipal government, I wish to express our heartfelt thanks to you for your gracious ? How are you making out in Beijing?’ll surely remember you and your invitation to businessmen are wele to make investment in valuable advice is most It’s a rewarding , you have a tight schedule, I will not take up more of your ...先生 please remember me to Thank you so much for Hope you’ll e Hope you’ll visit Beijing more , will see myself out, Take a nice 。來(lái)到商店，售貨員會(huì)禮貌地問(wèn)一句：“Can I help you, please?”。Your ments and suggestions are wele!歡迎您的評(píng)論和建議!Please let me know what you think?歡迎您的評(píng)論和建議!Do you have any idea about this?對(duì)于這個(gè)您有什么建議嗎?It would be nice if you could provide a bit more information on the user’s !At your convenience, I would really appreciate you looking into this matter/,我希望你能負(fù)責(zé)這件事情。l Thank you for your ，例如你在求職的話(huà)，就用這封郵件結(jié)尾。l Thank you for contacting ，就可以使用這句句子開(kāi)頭。How are you? 你好嗎?How is the project going? 項(xiàng)目進(jìn)行順利嗎? a meeting 發(fā)起會(huì)議I suggest we have a call tonight at 9:30pm(China Time)with you and let me know if the time is okay for you and ,你和Ben有沒(méi)有空?I would like to hold a meeting in the afternoon about our development planning for the project 。Attach is the design document, please review ,請(qǐng)?jiān)u閱。Before we trun to that issue, I wish to make a few ments/remarks on your ? I wish to benefit from your views on this matter./ What is your view on this matter?/ How do you see this matter?我提議休會(huì)十分鐘。他將因公務(wù)在四月15日到四月中旬期間停留倫敦。 以下為回信范文 Dear Mr/Ms，Thank you for your letter of September shall be very pleased to see you and discuss your new monitor, but October 6 is not will be happy to meet with you at 9:30 Wednesday, October 7, if the time is convenient for look forward to meeting faithfully 尊敬的先生/小姐我們將很高興與您會(huì)面并與您商談新的顯示器，但10月6日不太合適。但我想確認(rèn)我理解正確，到下周為止，如我不能收到你的來(lái)信，我即認(rèn)為 你沒(méi)有異議。文雅就是彬彬有禮；簡(jiǎn)練，就是要簡(jiǎn)潔、明了，一句話(huà)能說(shuō)清楚，不用兩句話(huà)；明確是要交待清楚，使人能一聽(tīng)就懂?！駥?duì)同事不能直稱(chēng)呼“花名”，服務(wù)員在工作中對(duì)客人的稱(chēng)呼要恰當(dāng)并有禮貌。）客人的話(huà)要全神貫注用心傾聽(tīng)，眼睛要望著客人面部（但不要死盯著客人），要等客人把話(huà)說(shuō)完，不要打斷客人的談話(huà)。12）若遇某問(wèn)題與顧客有爭(zhēng)議，可婉轉(zhuǎn)解釋或請(qǐng)上級(jí)處理，切不可與顧客爭(zhēng)吵。②”謝謝“、”謝謝您“。“”四勤“：嘴勤、眼勤、腿勤、手勤（腦勤）。9）在原則性、較敏感的問(wèn)題上，態(tài)度要明確，但說(shuō)話(huà)方式要婉轉(zhuǎn)、靈活，既不違反酒店規(guī)定，也要維護(hù)顧客的自尊心，切忌使用質(zhì)問(wèn)式、懷疑式、命令式、“頂?！笔降恼f(shuō)話(huà)方式，杜絕蔑視語(yǔ)、嘲笑語(yǔ)、否定語(yǔ)、斗氣語(yǔ)；要使用詢(xún)問(wèn)式、請(qǐng)求式、商量式、解釋式的說(shuō)話(huà)方式。1常用禮貌用語(yǔ)詞11個(gè)：請(qǐng)、您、謝謝、對(duì)不起、請(qǐng)?jiān)彙](méi)關(guān)系、不要緊、別客氣、您早、您好、再見(jiàn)?！褚玖⒆藙?shì)，距離適當(dāng)（一般以1米左右為宜）不要倚靠它物。所以服務(wù)員必須講究禮貌語(yǔ)言，做到態(tài)度從容、言詞委婉、語(yǔ)氣柔和。 Confirmations 實(shí)例之一： 通知對(duì)方接到來(lái)信Acknowledging receipt of letters Mr./ Ms，hank you for your letter of 6th May, offering us 6 UI4 have passed it on to our Technical Department for their shall reply as soon as faithfully 尊敬的先生/小姐謝謝您五月六日標(biāo)號(hào)為A3的來(lái)信，該信向我們提供6 UI4 圖像數(shù)據(jù)。但他回來(lái)后愿意在任何時(shí)間會(huì)見(jiàn)格林先生。The timetested friendship leave me a deep Keep close watch on促進(jìn)密切合作 spur/promote intensive cooperation久仰 I’ve heard so much about Long time no You’ve had a long ’ve had a long distinguished/Honorable/Respected friends閣下(多用于稱(chēng)呼大使)Your Excellency behalf of the Beijing Municipal government, I wish to extend our warm wele to the friends who have e to visit ，我謹(jǐn)代表北京市政府表示