客 户 服 务 礼 仪

   年发实业是为千百万汽车用户提供汽车的后续服务的。每一位员工在提供服务的过程中或以年发实业的名义参加社交互动时，都必须铭记年发实业的经营宗旨，遵守年发实业的礼仪规范。

   礼仪是指人们在社会交往活动中形成规范与标准。具体表现为礼貌、礼节、仪表、仪式等。一个国家、民族和地区，立意标准的高低，使其政治、经济、文化、是否发达的重要标志。一个团体、一个企业的礼仪水准，使其道德水平员工素养的综合反映。因此，年发实业把员工的服务礼仪建设作为发展汽车美容养护事业、打造年发品牌的一项重要任务。

一  微笑

人与人相识，第一印象往往是在前几秒钟形成的，而要改变它，却需付出很长时间的努力。良好的第一印象来源于人的仪表谈吐，但更重要的是取决于他的表情。微笑则是表情中最能赋予人好感，增加友善和沟通，愉悦心情的表现方式。一个对你微笑的人，必能体现出他的热情、修养和他的魅力，从而得到人的信任和尊重。那么，大家在日常的生活、工作中是否面带微笑呢？

二  仪表要求

大家清晨起床都充分计算吃早餐、上班交通所需要的时间，如果你每天早起5分钟对自己的仪表进行检查的话，有可能使你一天的工作增加自信，也可使其他人感到轻松、愉快。

1.    工作时保持自身良好的仪态

工作中大家应注意自己的仪态，它不但是自我尊重和尊重他人的表现，也能反映出每一位员工的工作态度和责任感

晨会要求：

   除保持正确的站姿外，男职员两脚分开，比肩略窄，将双手合起放在背后；女职员双腿并拢，脚尖分呈V字型，双手合起放于腹前。

2.    常用礼节

<h1 style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 150%;"><span lang="EN-US" style="FONT-WEIGHT: normal; FONT-SIZE: 14pt; LINE-HEIGHT: 150%; FONT-FAMILY: 宋体; mso-bidi-font-size: 10.0pt;">2.1</span><span style="FONT-WEIGHT: normal; FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 宋体; mso-bidi-font-size: 10.0pt;">握手</span><span lang="EN-US" style="FONT-WEIGHT: normal; FONT-SIZE: 14pt; LINE-HEIGHT: 150%; FONT-FAMILY: 宋体; mso-bidi-font-size: 10.0pt;"><p></p></span></h1><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21.65pt; LINE-HEIGHT: 150%; mso-char-indent-count: 2.06;"><span style="FONT-FAMILY: 宋体;">握手是我们日常工作中最常使用的礼节之一。你知道握手的基本礼仪知识吗？握手时，伸手的先后顺序是上级在先、主人在先、长者在先、女性在先。握手时间一般在<span lang="EN-US">2</span>、<span lang="EN-US">3</span>秒或<span lang="EN-US">4</span>、<span lang="EN-US">5</span>秒之间为宜。握手力度不宜过猛或毫无力度。要注视对方并面带微笑。<span lang="EN-US"><p></p></span></span></p><h2 style="MARGIN: 13pt 0cm;"><span lang="EN-US" style="FONT-WEIGHT: normal; FONT-SIZE: 12pt; LINE-HEIGHT: 172%; FONT-FAMILY: 宋体; mso-bidi-font-size: 10.0pt;">2.2<p></p></span></h2><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 24.7pt; LINE-HEIGHT: 150%; mso-char-indent-count: 2.06;"><span lang="EN-US" style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 宋体; mso-bidi-font-size: 10.0pt;"><span style="mso-spacerun: yes;">    </span></span><span style="FONT-FAMILY: 宋体;">早晨上班时，大家见面应相互问好！早<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21.65pt; LINE-HEIGHT: 150%; mso-char-indent-count: 2.06;"><span lang="EN-US" style="FONT-FAMILY: 宋体;"><span style="mso-spacerun: yes;">    </span></span><span style="FONT-FAMILY: 宋体;">一天工作的良好开端应从相互打招呼、问候时开始。<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21.65pt; LINE-HEIGHT: 150%; mso-char-indent-count: 2.06;"><span lang="EN-US" style="FONT-FAMILY: 宋体;"><span style="mso-spacerun: yes;">    </span></span><span style="FONT-FAMILY: 宋体;">公司员工早晨见面时互相问候“早晨好！”、“早上好！”等（上午<span lang="EN-US">10</span>点钟前）。<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21.65pt; LINE-HEIGHT: 150%; mso-char-indent-count: 2.06;"><span lang="EN-US" style="FONT-FAMILY: 宋体;"><span style="mso-spacerun: yes;">    </span></span><span style="FONT-FAMILY: 宋体;">因公外出应向部内或室内的其他人打招呼。<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21.65pt; LINE-HEIGHT: 150%; mso-char-indent-count: 2.06;"><span lang="EN-US" style="FONT-FAMILY: 宋体;"><span style="mso-spacerun: yes;">    </span></span><span style="FONT-FAMILY: 宋体;">在公司或外出时遇见客人，应面带微笑主动上前打招呼。<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21.65pt; LINE-HEIGHT: 150%; mso-char-indent-count: 2.06;"><span lang="EN-US"><span style="mso-spacerun: yes;"><font face="Times New Roman">    </font></span></span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: "Times New Roman"; mso-ascii-font-family: "Times New Roman";">下班时也应相互打招呼后再离开。</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21.65pt; LINE-HEIGHT: 150%; mso-char-indent-count: 2.06;"><span lang="EN-US"><span style="mso-spacerun: yes;"><font face="Times New Roman">    </font></span></span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: "Times New Roman"; mso-ascii-font-family: "Times New Roman";">如“明天见”、“再见”、“</span><span lang="EN-US"><font face="Times New Roman">Bye-Bye</font></span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: "Times New Roman"; mso-ascii-font-family: "Times New Roman";">”等。</span></p><h1 style="MARGIN: 0cm 0cm 0pt 21pt; TEXT-INDENT: -21pt; LINE-HEIGHT: 150%; mso-list: l0 level1 lfo1; tab-stops: list 21.0pt;"><a name="_Toc39648887"><span lang="EN-US" style="FONT-WEIGHT: normal; FONT-SIZE: 14pt; LINE-HEIGHT: 150%; FONT-FAMILY: 黑体; mso-bidi-font-size: 10.0pt; mso-bidi-font-family: 黑体;"><span style="mso-list: Ignore;">1.<span style="FONT: 7pt "Times New Roman";">    </span></span></span><span style="FONT-WEIGHT: normal; FONT-SIZE: 14pt; LINE-HEIGHT: 150%; FONT-FAMILY: 黑体; mso-bidi-font-size: 10.0pt;">文明用语</span></a><span lang="EN-US" style="FONT-WEIGHT: normal; FONT-SIZE: 14pt; LINE-HEIGHT: 150%; FONT-FAMILY: 黑体; mso-bidi-font-size: 10.0pt;"><p></p></span></h1><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21.65pt; LINE-HEIGHT: 150%; mso-char-indent-count: 2.06;"><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: "Times New Roman"; mso-ascii-font-family: "Times New Roman";">客人来访或遇到陌生人时，我们应使用文明礼貌语言。</span><span lang="EN-US" style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; mso-bidi-font-size: 10.0pt;"><p></p></span></p><h2 style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: -39.9pt; LINE-HEIGHT: 150%; tab-stops: 23.8pt;"><a name="_Toc39648888"><span lang="EN-US" style="FONT-WEIGHT: normal; FONT-SIZE: 12pt; LINE-HEIGHT: 150%; mso-bidi-font-size: 10.0pt;"><font face="Arial"><span style="mso-spacerun: yes;">       </span>4. [</font></span></a><span style="mso-bookmark: _Toc39648888;"><span style="FONT-WEIGHT: normal; FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 黑体; mso-bidi-font-size: 10.0pt; mso-ascii-font-family: Arial;">基本用语</span></span><font face="Arial"><span style="mso-bookmark: _Toc39648888;"><span lang="EN-US" style="FONT-WEIGHT: normal; FONT-SIZE: 12pt; LINE-HEIGHT: 150%; mso-bidi-font-size: 10.0pt;">]</span></span><span lang="EN-US" style="FONT-WEIGHT: normal; FONT-SIZE: 12pt; LINE-HEIGHT: 150%; mso-bidi-font-size: 10.0pt;"><p></p></span></font></h2><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 32.25pt; LINE-HEIGHT: 150%; mso-char-indent-count: 3.06;"><b style="mso-bidi-font-weight: normal;"><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: "Times New Roman"; mso-ascii-font-family: "Times New Roman";">“欢迎光临”、“您好”</span><span lang="EN-US"><p></p></span></b></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21.65pt; LINE-HEIGHT: 150%; mso-char-indent-count: 2.06;"><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: "Times New Roman"; mso-ascii-font-family: "Times New Roman";">有顾客来店时，所有员工必须竭诚相待、主动问候顾客，战立、鞠躬微笑着亲切的说“欢迎光临”！。</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 32.25pt; LINE-HEIGHT: 150%; mso-char-indent-count: 3.06;"><b style="mso-bidi-font-weight: normal;"><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: "Times New Roman"; mso-ascii-font-family: "Times New Roman";">“请”</span><span lang="EN-US"><p></p></span></b></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21.65pt; LINE-HEIGHT: 150%; mso-char-indent-count: 2.06;"><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: "Times New Roman"; mso-ascii-font-family: "Times New Roman";">请顾客自由参观时，推销员要微笑着对顾客说：“请您自由的参观，如有需要请您不要客气，随时找我”；并精神饱满的站在自己的岗位上，到顾客表示对商品感兴趣召唤推销员为止，不要在展厅内乱走动。</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 32.15pt; LINE-HEIGHT: 150%; mso-char-indent-count: 3.06;"><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: "Times New Roman"; mso-ascii-font-family: "Times New Roman";">“您还满意吗？”、“您觉得怎么样？”“请教您一些事情可以吗？”</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21.65pt; LINE-HEIGHT: 150%; mso-char-indent-count: 2.06;"><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: "Times New Roman"; mso-ascii-font-family: "Times New Roman";">看到顾客想询问事情，或是顾客与您说话时，要主动对应；同时想方设法将顾客带至会客区，端上饮料，尽可能努力延长顾客的逗留时间。并采用以下说话方式：“您还满意吗”、“您觉得</span><span lang="EN-US"><font face="Times New Roman">XXX</font></span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: "Times New Roman"; mso-ascii-font-family: "Times New Roman";">怎么样”、“我们已经为您准备好了饮料</span><font face="Times New Roman">
</font><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: "Times New Roman"; mso-ascii-font-family: "Times New Roman";">，如果方便的话，请您到桌子那边，请教您一些事情可以吗？”。</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 32.25pt; LINE-HEIGHT: 150%; mso-char-indent-count: 3.06;"><b style="mso-bidi-font-weight: normal;"><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: "Times New Roman"; mso-ascii-font-family: "Times New Roman";">“如果”、“如果方便的话”、“是否可以”</span><span lang="EN-US"><p></p></span></b></p><span style="FONT-SIZE: 10.5pt; FONT-FAMILY: 宋体; mso-bidi-font-size: 10.0pt; mso-hansi-font-family: "Times New Roman"; mso-font-kerning: 1.0pt; mso-bidi-font-family: "Times New Roman"; mso-ascii-font-family: "Times New Roman"; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA;">询问顾客联系方法以下为必要信息项目“对方的姓名、工作单位、住址、联络方法、现在的使用车、使用目的和用途”；询问时使用如下用语“如果您有名片，能给我一张吗？（没有名片的时候，记在记事便条上）”、“请问您贵姓？”、“请问您在哪里工作”，是否可以</span>

告诉我贵公司的地址和电话号码呢？”、“请问您现在保有什么样的车呢？是如何使用这部车的呢？”

 “再见”或“欢迎下次再来”在客人告辞或离开送顾客时使用。

5.1   [常用语言]

在日常工作中，大家是否留意使用以下语言了呢？

1、请      2、对不起      3、麻烦您…    4、劳驾    5、打扰了

6、好的    7、是          8、清楚        9、您      10、X先生或小姐

11、X经理或主任          12、贵公司     13、XX的父亲或母亲（称他人父母）

14、您好                 15、欢迎       16、请问…   17、哪一位

18、请稍等（候）       19、抱歉…    20、没关系   21、不客气

22、见到您（你）很高兴
23、请指教    24、有劳您了
25、请多关照

26、拜托               27、非常感谢（谢谢）       28、再见（再会）

三  电话礼仪

3.1接电话的四个基本原则

1、电话铃响在3声之内接起。

2、电话机旁准备好纸笔进行记录。

3、确认记录下的时间、地点、对象和事件等重要事项。

4、告知对方自己的姓名。

<h2 style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 150%; tab-stops: 23.1pt;"><a name="_Toc39648903"><span lang="EN-US" style="FONT-WEIGHT: normal; FONT-SIZE: 12pt; LINE-HEIGHT: 150%; mso-bidi-font-size: 10.0pt;">6.3</span></a><span style="mso-bookmark: _Toc39648903;"><span style="FONT-WEIGHT: normal; FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 黑体; mso-bidi-font-size: 10.0pt; mso-ascii-font-family: Arial;">递名片</span></span><span style="mso-bookmark: _Toc39648903;"></span><span lang="EN-US" style="FONT-WEIGHT: normal; FONT-SIZE: 12pt; LINE-HEIGHT: 150%; mso-bidi-font-size: 10.0pt;"><p></p></span></h2><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 22pt;"><span lang="EN-US" style="FONT-SIZE: 12pt; mso-bidi-font-size: 10.0pt;"><span style="mso-spacerun: yes;"><font face="Times New Roman">    </font></span></span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: "Times New Roman"; mso-ascii-font-family: "Times New Roman";">递名片的次序是由下级或访问方先递名片，如是介绍时，应由先被介绍方递名片。</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 22pt;"><span lang="EN-US"><span style="mso-spacerun: yes;"><font face="Times New Roman">    </font></span></span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: "Times New Roman"; mso-ascii-font-family: "Times New Roman";">递名片时，应说些“请多关照”、“请多指教”之类的寒喧语。</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 22pt;"><span lang="EN-US"><span style="mso-spacerun: yes;"><font face="Times New Roman">    </font></span></span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: "Times New Roman"; mso-ascii-font-family: "Times New Roman";">互换名片时，应用右手拿着自己的名片，用左手接对方的名片后，用双手托住。</span><span lang="EN-US" style="FONT-SIZE: 12pt; mso-bidi-font-size: 10.0pt;"><p></p></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21.65pt; LINE-HEIGHT: 150%; mso-char-indent-count: 2.06;"><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: "Times New Roman"; mso-ascii-font-family: "Times New Roman";">互换名片时，也要看一遍对方职务、姓名等。</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21.65pt; LINE-HEIGHT: 150%; mso-char-indent-count: 2.06;"><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: "Times New Roman"; mso-ascii-font-family: "Times New Roman";">遇到难认字，应事先询问。</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21.65pt; LINE-HEIGHT: 150%; mso-char-indent-count: 2.06;"><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: "Times New Roman"; mso-ascii-font-family: "Times New Roman";">在会议室如遇到多数人相互交换名片时，可按对方座次排列名片。</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21.65pt; LINE-HEIGHT: 150%; mso-char-indent-count: 2.06;"><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: "Times New Roman"; mso-ascii-font-family: "Times New Roman";">会谈中，应称呼对方的职务、职称，如“</span><span lang="EN-US"><font face="Times New Roman">X</font></span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: "Times New Roman"; mso-ascii-font-family: "Times New Roman";">经理”、“</span><span lang="EN-US"><font face="Times New Roman">X</font></span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: "Times New Roman"; mso-ascii-font-family: "Times New Roman";">教授”等。无职务、职称时，称“</span><span lang="EN-US"><font face="Times New Roman">X</font></span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: "Times New Roman"; mso-ascii-font-family: "Times New Roman";">先生”、“</span><span lang="EN-US"><font face="Times New Roman">X</font></span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: "Times New Roman"; mso-ascii-font-family: "Times New Roman";">小姐”等，而尽量不使用“你”字，或直呼其名。</span><span lang="EN-US" style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; mso-bidi-font-size: 10.0pt;"><p></p></span></p><h1 style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 150%;"><a name="_Toc39648904"><span style="FONT-WEIGHT: normal; FONT-SIZE: 14pt; LINE-HEIGHT: 150%; FONT-FAMILY: 黑体; mso-bidi-font-size: 10.0pt;">七<span lang="EN-US"><span style="mso-spacerun: yes;">  </span></span>客人接待的一般程序</span></a><span lang="EN-US" style="FONT-WEIGHT: normal; FONT-SIZE: 14pt; LINE-HEIGHT: 150%; FONT-FAMILY: 黑体; mso-bidi-font-size: 10.0pt;"><p></p></span></h1><h2 style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 150%; tab-stops: 23.1pt;"><a name="_Toc39648905"><span lang="EN-US" style="FONT-WEIGHT: normal; FONT-SIZE: 12pt; LINE-HEIGHT: 150%; mso-bidi-font-size: 10.0pt;">7.1</span></a><span style="mso-bookmark: _Toc39648905;"><span style="FONT-WEIGHT: normal; FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 黑体; mso-bidi-font-size: 10.0pt; mso-ascii-font-family: Arial;">客人来访时</span></span><span style="mso-bookmark: _Toc39648905;"></span><span lang="EN-US" style="FONT-WEIGHT: normal; FONT-SIZE: 12pt; LINE-HEIGHT: 150%; mso-bidi-font-size: 10.0pt;"><p></p></span></h2><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt 42pt; TEXT-INDENT: -21pt; LINE-HEIGHT: 150%; mso-list: l0 level2 lfo1; tab-stops: list 42.0pt;"><span lang="EN-US" style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 黑体; mso-bidi-font-size: 10.0pt; mso-bidi-font-family: 黑体;"><span style="mso-list: Ignore;">a)<span style="FONT: 7pt "Times New Roman";">      </span></span></span><span style="FONT-FAMILY: 黑体;">使用语言<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 22pt;"><span lang="EN-US" style="FONT-SIZE: 12pt; mso-bidi-font-size: 10.0pt;"><font face="Times New Roman"><span style="mso-spacerun: yes;"> </span><span style="mso-spacerun: yes;">  </span></font></span><span style="FONT-SIZE: 12pt; FONT-FAMILY: 楷体_GB2312; mso-bidi-font-size: 10.0pt; mso-ascii-font-family: "Times New Roman";">“您好！”</span><span lang="EN-US" style="FONT-SIZE: 12pt; mso-bidi-font-size: 10.0pt; mso-fareast-font-family: 楷体_GB2312;"><p></p></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 22pt;"><span lang="EN-US" style="FONT-SIZE: 12pt; mso-bidi-font-size: 10.0pt; mso-fareast-font-family: 楷体_GB2312;"><font face="Times New Roman"><span style="mso-spacerun: yes;"> </span><span style="mso-spacerun: yes;">  </span></font></span><span style="FONT-SIZE: 12pt; FONT-FAMILY: 楷体_GB2312; mso-bidi-font-size: 10.0pt; mso-ascii-font-family: "Times New Roman";">“早上好！”</span><span lang="EN-US" style="FONT-SIZE: 12pt; mso-bidi-font-size: 10.0pt; mso-fareast-font-family: 楷体_GB2312;"><p></p></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 22pt;"><span lang="EN-US" style="FONT-SIZE: 12pt; mso-bidi-font-size: 10.0pt; mso-fareast-font-family: 楷体_GB2312;"><font face="Times New Roman"><span style="mso-spacerun: yes;"> </span><span style="mso-spacerun: yes;">  </span></font></span><span style="FONT-SIZE: 12pt; FONT-FAMILY: 楷体_GB2312; mso-bidi-font-size: 10.0pt; mso-ascii-font-family: "Times New Roman";">“欢迎光临”等</span><span lang="EN-US" style="FONT-SIZE: 12pt; mso-bidi-font-size: 10.0pt; mso-fareast-font-family: 楷体_GB2312;"><p></p></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt 42pt; TEXT-INDENT: -21pt; LINE-HEIGHT: 150%; mso-list: l0 level2 lfo1; tab-stops: list 42.0pt;"><span lang="EN-US" style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 黑体; mso-bidi-font-size: 10.0pt; mso-bidi-font-family: 黑体;"><span style="mso-list: Ignore;">b)<span style="FONT: 7pt "Times New Roman";">      </span></span></span><span style="FONT-FAMILY: 黑体;">处理方式<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 22pt;"><span lang="EN-US" style="FONT-SIZE: 12pt; mso-bidi-font-size: 10.0pt;"><span style="mso-spacerun: yes;"><font face="Times New Roman">    </font></span></span><span style="FONT-SIZE: 12pt; FONT-FAMILY: 楷体_GB2312; mso-bidi-font-size: 10.0pt; mso-ascii-font-family: "Times New Roman";">马上起立</span><span lang="EN-US" style="FONT-SIZE: 12pt; mso-bidi-font-size: 10.0pt; mso-fareast-font-family: 楷体_GB2312;"><p></p></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 22pt;"><span lang="EN-US" style="FONT-SIZE: 12pt; mso-bidi-font-size: 10.0pt; mso-fareast-font-family: 楷体_GB2312;"><span style="mso-spacerun: yes;"><font face="Times New Roman">    </font></span></span><span style="FONT-SIZE: 12pt; FONT-FAMILY: 楷体_GB2312; mso-bidi-font-size: 10.0pt; mso-ascii-font-family: "Times New Roman";">目视对方，面带微笑，握手或行鞠躬礼</span><span lang="EN-US" style="FONT-SIZE: 12pt; mso-bidi-font-size: 10.0pt;"><p></p></span></p><h2 style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 150%; tab-stops: 23.1pt;"><a name="_Toc39648906"><span lang="EN-US" style="FONT-WEIGHT: normal; FONT-SIZE: 12pt; LINE-HEIGHT: 150%; mso-bidi-font-size: 10.0pt;">7.2</span></a><span style="mso-bookmark: _Toc39648906;"><span style="FONT-WEIGHT: normal; FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 黑体; mso-bidi-font-size: 10.0pt; mso-ascii-font-family: Arial;">询问客人姓名</span></span><span style="mso-bookmark: _Toc39648906;"></span><span lang="EN-US" style="FONT-WEIGHT: normal; FONT-SIZE: 12pt; LINE-HEIGHT: 150%; mso-bidi-font-size: 10.0pt;"><p></p></span></h2><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt 42pt; TEXT-INDENT: -21pt; LINE-HEIGHT: 150%; mso-list: l0 level2 lfo1; tab-stops: list 42.0pt;"><span lang="EN-US" style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 黑体; mso-bidi-font-size: 10.0pt; mso-bidi-font-family: 黑体;"><span style="mso-list: Ignore;">c)<span style="FONT: 7pt "Times New Roman";">      </span></span></span><span style="FONT-FAMILY: 黑体;">使用语言<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 22pt;"><span lang="EN-US" style="FONT-SIZE: 12pt; mso-bidi-font-size: 10.0pt;"><span style="mso-spacerun: yes;"><font face="Times New Roman">    </font></span></span><span style="FONT-SIZE: 12pt; FONT-FAMILY: 楷体_GB2312; mso-bidi-font-size: 10.0pt; mso-ascii-font-family: "Times New Roman";">“请问您是……”</span><span lang="EN-US" style="FONT-SIZE: 12pt; mso-bidi-font-size: 10.0pt; mso-fareast-font-family: 楷体_GB2312;"><p></p></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 22pt;"><span lang="EN-US" style="FONT-SIZE: 12pt; mso-bidi-font-size: 10.0pt; mso-fareast-font-family: 楷体_GB2312;"><span style="mso-spacerun: yes;"><font face="Times New Roman">    </font></span></span><span style="FONT-SIZE: 12pt; FONT-FAMILY: 楷体_GB2312; mso-bidi-font-size: 10.0pt; mso-ascii-font-family: "Times New Roman";">“请问您贵姓？找哪一位？”等</span><span lang="EN-US" style="FONT-SIZE: 12pt; mso-bidi-font-size: 10.0pt;"><p></p></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt 42pt; TEXT-INDENT: -21pt; LINE-HEIGHT: 150%; mso-list: l0 level2 lfo1; tab-stops: list 42.0pt;"><span lang="EN-US" style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 黑体; mso-bidi-font-size: 10.0pt; mso-bidi-font-family: 黑体;"><span style="mso-list: Ignore;">d)<span style="FONT: 7pt "Times New Roman";">      </span></span></span><span style="FONT-FAMILY: 黑体;">处理方式<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 22pt;"><span lang="EN-US" style="FONT-SIZE: 12pt; mso-bidi-font-size: 10.0pt;"><span style="mso-spacerun: yes;"><font face="Times New Roman">    </font></span></span><span style="FONT-SIZE: 12pt; FONT-FAMILY: 楷体_GB2312; mso-bidi-font-size: 10.0pt; mso-ascii-font-family: "Times New Roman";">必须确认来访者的姓名</span><span lang="EN-US" style="FONT-SIZE: 12pt; mso-bidi-font-size: 10.0pt; mso-fareast-font-family: 楷体_GB2312;"><p></p></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 22pt;"><span lang="EN-US" style="FONT-SIZE: 12pt; mso-bidi-font-size: 10.0pt; mso-fareast-font-family: 楷体_GB2312;"><span style="mso-spacerun: yes;"><font face="Times New Roman">    </font></span></span><span style="FONT-SIZE: 12pt; FONT-FAMILY: 楷体_GB2312; mso-bidi-font-size: 10.0pt; mso-ascii-font-family: "Times New Roman";">如接收客人的名片，应重复“您是</span><span style="FONT-SIZE: 12pt; FONT-FAMILY: 楷体_GB2312; mso-bidi-font-size: 10.0pt;">××</span><span style="FONT-FAMILY: 楷体_GB2312; mso-ascii-font-family: 宋体;">公司</span><span style="FONT-FAMILY: 楷体_GB2312;">×</span><span style="FONT-FAMILY: 楷体_GB2312; mso-ascii-font-family: 宋体;">先生”</span><span lang="EN-US" style="FONT-FAMILY: 宋体; mso-hansi-font-family: "Times New Roman";"><p></p></span></p><h2 style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 150%; tab-stops: 23.1pt;"><span style="FONT-FAMILY: 楷体_GB2312;"><span lang="EN-US"><p></p></span></span></h2>

<h2 style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 150%; tab-stops: 23.1pt;"><a name="_Toc39648907"><span lang="EN-US" style="FONT-WEIGHT: normal; FONT-SIZE: 12pt; LINE-HEIGHT: 150%; mso-bidi-font-size: 10.0pt;">7.3</span></a><span style="mso-bookmark: _Toc39648907;"><span style="FONT-WEIGHT: normal; FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 黑体; mso-bidi-font-size: 10.0pt; mso-ascii-font-family: Arial;">事由处理</span></span><span style="mso-bookmark: _Toc39648907;"></span><span lang="EN-US" style="FONT-WEIGHT: normal; FONT-SIZE: 12pt; LINE-HEIGHT: 150%; mso-bidi-font-size: 10.0pt;"><p></p></span></h2><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt 42pt; TEXT-INDENT: -21pt; LINE-HEIGHT: 150%; mso-list: l0 level2 lfo1; tab-stops: list 42.0pt;"><span lang="EN-US" style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 黑体; mso-bidi-font-size: 10.0pt; mso-bidi-font-family: 黑体;"><span style="mso-list: Ignore;">e)<span style="FONT: 7pt 'Times New Roman';">      </span></span></span><span style="FONT-FAMILY: 黑体;">使用语言<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 22pt;"><span lang="EN-US" style="FONT-FAMILY: 宋体; mso-hansi-font-family: 'Times New Roman';"><span style="mso-spacerun: yes;">    </span></span><span style="FONT-FAMILY: 楷体_GB2312;">在场时<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 22pt;"><span lang="EN-US" style="FONT-FAMILY: 楷体_GB2312;"><span style="mso-spacerun: yes;">    </span></span><span style="FONT-FAMILY: 楷体_GB2312;">对客人说“请稍候”<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 22pt;"><span lang="EN-US" style="FONT-FAMILY: 楷体_GB2312;"><span style="mso-spacerun: yes;">    </span></span><span style="FONT-FAMILY: 楷体_GB2312;">不在时<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 22pt;"><span lang="EN-US" style="FONT-FAMILY: 楷体_GB2312;"><span style="mso-spacerun: yes;">    </span></span><span style="FONT-FAMILY: 楷体_GB2312;">“对不起，他刚刚外出公务，请问您是否可以找其他人或需要留言？”</span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: 'Times New Roman';">等<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt 42pt; TEXT-INDENT: -21pt; LINE-HEIGHT: 150%; mso-list: l0 level2 lfo1; tab-stops: list 42.0pt;"><span lang="EN-US" style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 黑体; mso-bidi-font-size: 10.0pt; mso-bidi-font-family: 黑体;"><span style="mso-list: Ignore;">f)<span style="FONT: 7pt 'Times New Roman';">      </span></span></span><span style="FONT-FAMILY: 黑体;">处理方式<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 22pt;"><span lang="EN-US" style="FONT-FAMILY: 宋体; mso-hansi-font-family: 'Times New Roman';"><span style="mso-spacerun: yes;">    </span></span><span style="FONT-FAMILY: 楷体_GB2312;">尽快联系客人要寻找的人<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 22pt;"><span lang="EN-US" style="FONT-FAMILY: 楷体_GB2312;"><span style="mso-spacerun: yes;">    </span></span><span style="FONT-FAMILY: 楷体_GB2312;">如客人要找的人不在时，询问客人是否需要留言或转达，并做好记录<span lang="EN-US"><p></p></span></span></p><h2 style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 150%; tab-stops: 23.1pt;"><a name="_Toc39648908"><span lang="EN-US" style="FONT-WEIGHT: normal; FONT-SIZE: 12pt; LINE-HEIGHT: 150%; mso-bidi-font-size: 10.0pt;">7.4</span></a><span style="mso-bookmark: _Toc39648908;"><span style="FONT-WEIGHT: normal; FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 黑体; mso-bidi-font-size: 10.0pt; mso-ascii-font-family: Arial;">引路</span></span><span style="mso-bookmark: _Toc39648908;"></span><span lang="EN-US" style="FONT-WEIGHT: normal; FONT-SIZE: 12pt; LINE-HEIGHT: 150%; mso-bidi-font-size: 10.0pt;"><p></p></span></h2><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt 42pt; TEXT-INDENT: -21pt; LINE-HEIGHT: 150%; mso-list: l0 level2 lfo1; tab-stops: list 42.0pt;"><span lang="EN-US" style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 黑体; mso-bidi-font-size: 10.0pt; mso-bidi-font-family: 黑体;"><span style="mso-list: Ignore;">g)<span style="FONT: 7pt 'Times New Roman';">      </span></span></span><span style="FONT-FAMILY: 黑体;">使用语言<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 22pt;"><span lang="EN-US" style="FONT-FAMILY: 宋体; mso-hansi-font-family: 'Times New Roman';"><span style="mso-spacerun: yes;">   </span></span><span lang="EN-US" style="FONT-FAMILY: 楷体_GB2312;"><span style="mso-spacerun: yes;"> </span></span><span style="FONT-FAMILY: 楷体_GB2312;">“请您到会议室稍候，××先生马上就来。”<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 22pt;"><span lang="EN-US" style="FONT-FAMILY: 楷体_GB2312;"><span style="mso-spacerun: yes;">    </span></span><span style="FONT-FAMILY: 楷体_GB2312;">“这边请”等<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt 42pt; TEXT-INDENT: -21pt; LINE-HEIGHT: 150%; mso-list: l0 level2 lfo1; tab-stops: list 42.0pt;"><span lang="EN-US" style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 黑体; mso-bidi-font-size: 10.0pt; mso-bidi-font-family: 黑体;"><span style="mso-list: Ignore;">h)<span style="FONT: 7pt 'Times New Roman';">      </span></span></span><span style="FONT-FAMILY: 黑体;">处理方式<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 22pt;"><span lang="EN-US" style="FONT-FAMILY: 宋体; mso-hansi-font-family: 'Times New Roman';"><span style="mso-spacerun: yes;">    </span></span><span style="FONT-FAMILY: 楷体_GB2312;">在客人的左前方<span lang="EN-US">2</span>、<span lang="EN-US">3</span>步前引路，让客人走在路的中央<span lang="EN-US"><p></p></span></span></p>

[Point=100]<h2 style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 150%; tab-stops: 23.1pt;"><a name="_Toc39648909"><span lang="EN-US" style="FONT-WEIGHT: normal; FONT-SIZE: 12pt; LINE-HEIGHT: 150%; mso-bidi-font-size: 10.0pt;">7.5</span></a><span style="mso-bookmark: _Toc39648909;"><span style="FONT-WEIGHT: normal; FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 黑体; mso-bidi-font-size: 10.0pt; mso-ascii-font-family: Arial;">送茶水</span></span><span style="mso-bookmark: _Toc39648909;"></span><span lang="EN-US" style="FONT-WEIGHT: normal; FONT-SIZE: 12pt; LINE-HEIGHT: 150%; mso-bidi-font-size: 10.0pt;"><p></p></span></h2><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt 42pt; TEXT-INDENT: -21pt; LINE-HEIGHT: 150%; mso-list: l0 level2 lfo1; tab-stops: list 42.0pt;"><span lang="EN-US" style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 黑体; mso-bidi-font-size: 10.0pt; mso-bidi-font-family: 黑体;"><span style="mso-list: Ignore;">a)<span style="FONT: 7pt 'Times New Roman';">      </span></span></span><span style="FONT-FAMILY: 黑体;">使用语言<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 22pt;"><span lang="EN-US" style="FONT-FAMILY: 宋体; mso-hansi-font-family: 'Times New Roman';"><span style="mso-spacerun: yes;">    </span></span><span style="FONT-FAMILY: 楷体_GB2312;">“请”<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 22pt;"><span lang="EN-US" style="FONT-FAMILY: 楷体_GB2312;"><span style="mso-spacerun: yes;">    </span></span><span style="FONT-FAMILY: 楷体_GB2312;">“请慢用”等<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt 42pt; TEXT-INDENT: -21pt; LINE-HEIGHT: 150%; mso-list: l0 level2 lfo1; tab-stops: list 42.0pt;"><span lang="EN-US" style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 黑体; mso-bidi-font-size: 10.0pt; mso-bidi-font-family: 黑体;"><span style="mso-list: Ignore;">b)<span style="FONT: 7pt 'Times New Roman';">      </span></span></span><span style="FONT-FAMILY: 黑体;">处理方式<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 22pt;"><span lang="EN-US" style="FONT-FAMILY: 宋体; mso-hansi-font-family: 'Times New Roman';"><span style="mso-spacerun: yes;">    </span></span><span style="FONT-FAMILY: 楷体_GB2312;">保持茶具清洁<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 22pt;"><span lang="EN-US" style="FONT-FAMILY: 楷体_GB2312;"><span style="mso-spacerun: yes;">    </span></span><span style="FONT-FAMILY: 楷体_GB2312;">摆放时要轻<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 22pt;"><span lang="EN-US" style="FONT-FAMILY: 楷体_GB2312;"><span style="mso-spacerun: yes;">    </span></span><span style="FONT-FAMILY: 楷体_GB2312;">行礼后退出<span lang="EN-US"><p></p></span></span></p><h2 style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 150%; tab-stops: 23.1pt;"><a name="_Toc39648910"><span lang="EN-US" style="FONT-WEIGHT: normal; FONT-SIZE: 12pt; LINE-HEIGHT: 150%; mso-bidi-font-size: 10.0pt;">7.6</span></a><span style="mso-bookmark: _Toc39648910;"><span style="FONT-WEIGHT: normal; FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 黑体; mso-bidi-font-size: 10.0pt; mso-ascii-font-family: Arial;">送客</span></span><span style="mso-bookmark: _Toc39648910;"></span><span lang="EN-US" style="FONT-WEIGHT: normal; FONT-SIZE: 12pt; LINE-HEIGHT: 150%; mso-bidi-font-size: 10.0pt;"><p></p></span></h2><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt 42pt; TEXT-INDENT: -21pt; LINE-HEIGHT: 150%; mso-list: l0 level2 lfo1; tab-stops: list 42.0pt;"><span lang="EN-US" style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 黑体; mso-bidi-font-size: 10.0pt; mso-bidi-font-family: 黑体;"><span style="mso-list: Ignore;">c)<span style="FONT: 7pt 'Times New Roman';">      </span></span></span><span style="FONT-FAMILY: 黑体;">使用语言<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 22pt;"><span lang="EN-US" style="FONT-FAMILY: 宋体; mso-hansi-font-family: 'Times New Roman';"><span style="mso-spacerun: yes;">    </span></span><span style="FONT-FAMILY: 楷体_GB2312;">“欢迎下次再来”<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 22pt;"><span lang="EN-US" style="FONT-FAMILY: 楷体_GB2312;"><span style="mso-spacerun: yes;">    </span></span><span style="FONT-FAMILY: 楷体_GB2312;">“再见”或“再会”<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 22pt;"><span lang="EN-US" style="FONT-FAMILY: 楷体_GB2312;"><span style="mso-spacerun: yes;">    </span></span><span style="FONT-FAMILY: 楷体_GB2312;">“非常感谢”等</span><span lang="EN-US" style="FONT-FAMILY: 宋体; mso-hansi-font-family: 'Times New Roman';"><p></p></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt 42pt; TEXT-INDENT: -21pt; LINE-HEIGHT: 150%; mso-list: l0 level2 lfo1; tab-stops: list 42.0pt;"><span lang="EN-US" style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 黑体; mso-bidi-font-size: 10.0pt; mso-bidi-font-family: 黑体;"><span style="mso-list: Ignore;">d)<span style="FONT: 7pt 'Times New Roman';">      </span></span></span><span style="FONT-FAMILY: 黑体;">处理方式<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 22pt;"><span lang="EN-US" style="FONT-FAMILY: 宋体; mso-hansi-font-family: 'Times New Roman';"><span style="mso-spacerun: yes;">   </span></span><span lang="EN-US" style="FONT-FAMILY: 楷体_GB2312;"><span style="mso-spacerun: yes;"> </span></span><span style="FONT-FAMILY: 楷体_GB2312;">表达出对客人的尊敬和感激之情<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 22pt;"><span lang="EN-US" style="FONT-FAMILY: 楷体_GB2312;"><span style="mso-spacerun: yes;">    </span></span><span style="FONT-FAMILY: 楷体_GB2312;">道别时，招手或行鞠躬礼<span lang="EN-US"><p></p></span></span></p><h1 style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 150%;"><a name="_Toc39648912"><span style="FONT-WEIGHT: normal; FONT-SIZE: 14pt; LINE-HEIGHT: 150%; FONT-FAMILY: 黑体; mso-bidi-font-size: 10.0pt;">九<span lang="EN-US"><span style="mso-spacerun: yes;">  </span></span>办公室礼节应用</span></a><span lang="EN-US" style="FONT-WEIGHT: normal; FONT-SIZE: 14pt; LINE-HEIGHT: 150%; FONT-FAMILY: 黑体; mso-bidi-font-size: 10.0pt;"><p></p></span></h1><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21.65pt; LINE-HEIGHT: 21pt; mso-char-indent-count: 2.06; mso-line-height-rule: exactly;"><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: 'Times New Roman'; mso-ascii-font-family: 'Times New Roman';">在公司的办公场所，接待客人、洽谈业务时，有许多场合需要用到下列礼仪，如果大家能掌握了解它，会使你的工作变得更加自如顺利，客户也产生宾至如归的感觉。</span></p><h2 style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 21pt; tab-stops: 23.1pt 29.4pt; mso-line-height-rule: exactly;"><a name="_Toc39648913"><span lang="EN-US" style="FONT-WEIGHT: normal; FONT-SIZE: 12pt; mso-bidi-font-size: 10.0pt;">9.1</span></a><span style="mso-bookmark: _Toc39648913;"><span style="FONT-WEIGHT: normal; FONT-SIZE: 12pt; FONT-FAMILY: 黑体; mso-bidi-font-size: 10.0pt; mso-ascii-font-family: Arial;">引路</span></span><span style="mso-bookmark: _Toc39648913;"></span><span lang="EN-US" style="FONT-SIZE: 10.5pt; FONT-FAMILY: 黑体; mso-bidi-font-size: 10.0pt;"><p></p></span></h2><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21.65pt; LINE-HEIGHT: 21pt; mso-char-indent-count: 2.06; mso-line-height-rule: exactly;"><span lang="EN-US"><font face="Times New Roman">1</font></span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: 'Times New Roman'; mso-ascii-font-family: 'Times New Roman';">、在走廊引路时</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 37.05pt; LINE-HEIGHT: 21pt; mso-char-indent-count: 3.53; mso-line-height-rule: exactly;"><span lang="EN-US"><font face="Times New Roman">A</font></span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: 'Times New Roman'; mso-ascii-font-family: 'Times New Roman';">、应走在客人左前方的</span><span lang="EN-US"><font face="Times New Roman">2</font></span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: 'Times New Roman'; mso-ascii-font-family: 'Times New Roman';">、</span><span lang="EN-US"><font face="Times New Roman">3</font></span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: 'Times New Roman'; mso-ascii-font-family: 'Times New Roman';">步处。</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 37.05pt; LINE-HEIGHT: 21pt; mso-char-indent-count: 3.53; mso-line-height-rule: exactly;"><span lang="EN-US"><font face="Times New Roman">B</font></span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: 'Times New Roman'; mso-ascii-font-family: 'Times New Roman';">、引路人走在走廊的左侧，让客人走在路中央。</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 37.05pt; LINE-HEIGHT: 21pt; mso-char-indent-count: 3.53; mso-line-height-rule: exactly;"><span lang="EN-US"><font face="Times New Roman">C</font></span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: 'Times New Roman'; mso-ascii-font-family: 'Times New Roman';">、要与客人的步伐保持一致。</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 37.05pt; LINE-HEIGHT: 21pt; mso-char-indent-count: 3.53; mso-line-height-rule: exactly;"><span lang="EN-US"><font face="Times New Roman">D</font></span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: 'Times New Roman'; mso-ascii-font-family: 'Times New Roman';">、引路时要注意客人，适当地做些介绍。</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21.65pt; LINE-HEIGHT: 21pt; mso-char-indent-count: 2.06; mso-line-height-rule: exactly;"><span lang="EN-US"><font face="Times New Roman">2</font></span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: 'Times New Roman'; mso-ascii-font-family: 'Times New Roman';">、在楼梯间引路时</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21.65pt; LINE-HEIGHT: 21pt; mso-char-indent-count: 2.06; mso-line-height-rule: exactly;"><span lang="EN-US"><span style="mso-spacerun: yes;"><font face="Times New Roman">   </font></span></span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: 'Times New Roman'; mso-ascii-font-family: 'Times New Roman';">让客人走在正方向（右侧），引路人走在左侧。</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21.65pt; LINE-HEIGHT: 21pt; mso-char-indent-count: 2.06; mso-line-height-rule: exactly;"><span lang="EN-US"><font face="Times New Roman">3</font></span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: 'Times New Roman'; mso-ascii-font-family: 'Times New Roman';">、途中要注意引导提醒客人</span></p><span lang="EN-US" style="FONT-SIZE: 10.5pt; FONT-FAMILY: 'Times New Roman'; mso-bidi-font-size: 10.0pt; mso-fareast-font-family: 宋体; mso-font-kerning: 1.0pt; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA;"><span style="mso-spacerun: yes;">   </span></span><span style="FONT-SIZE: 10.5pt; FONT-FAMILY: 宋体; mso-bidi-font-size: 10.0pt; mso-hansi-font-family: 'Times New Roman'; mso-font-kerning: 1.0pt; mso-bidi-font-family: 'Times New Roman'; mso-ascii-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA;">拐弯或有楼梯台阶的地方应使用手势，并提醒客人“这边请”或“注意楼梯”等</span>[/Point]

<h2 style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 21pt; tab-stops: 23.1pt 29.4pt; mso-line-height-rule: exactly;"><a name="_Toc39648914"><span lang="EN-US" style="FONT-WEIGHT: normal; FONT-SIZE: 12pt; mso-bidi-font-size: 10.0pt;"><font face="Arial">9.2</font></span></a><span style="mso-bookmark: _Toc39648914;"><span style="FONT-WEIGHT: normal; FONT-SIZE: 12pt; FONT-FAMILY: 黑体; mso-bidi-font-size: 10.0pt; mso-ascii-font-family: Arial;">开门次序</span></span><span style="mso-bookmark: _Toc39648914;"></span><span lang="EN-US" style="FONT-WEIGHT: normal; FONT-SIZE: 12pt; mso-bidi-font-size: 10.0pt;"><p></p></span></h2><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21.65pt; LINE-HEIGHT: 21pt; mso-char-indent-count: 2.06; mso-line-height-rule: exactly;"><span lang="EN-US"><font face="Times New Roman">1</font></span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: "Times New Roman"; mso-ascii-font-family: "Times New Roman";">、向外开门时</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 37.8pt; LINE-HEIGHT: 21pt; mso-char-indent-count: 3.6; mso-line-height-rule: exactly;"><span lang="EN-US"><font face="Times New Roman">A</font></span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: "Times New Roman"; mso-ascii-font-family: "Times New Roman";">、先敲门，打开门后把住门把手，站在门旁，对客人说“请进”并施礼。</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 37.8pt; LINE-HEIGHT: 21pt; mso-char-indent-count: 3.6; mso-line-height-rule: exactly;"><span lang="EN-US"><font face="Times New Roman">B</font></span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: "Times New Roman"; mso-ascii-font-family: "Times New Roman";">、进入房间后，用右手将门轻轻关上。</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 37.8pt; LINE-HEIGHT: 21pt; mso-char-indent-count: 3.6; mso-line-height-rule: exactly;"><span lang="EN-US"><font face="Times New Roman">C</font></span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: "Times New Roman"; mso-ascii-font-family: "Times New Roman";">、请客人入坐，安静退出。此时可用“请稍候“等语言。</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21.65pt; LINE-HEIGHT: 21pt; mso-char-indent-count: 2.06; mso-line-height-rule: exactly;"><span lang="EN-US"><font face="Times New Roman">2</font></span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: "Times New Roman"; mso-ascii-font-family: "Times New Roman";">、向内开门时</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 37.8pt; LINE-HEIGHT: 21pt; mso-char-indent-count: 3.6; mso-line-height-rule: exactly;"><span lang="EN-US"><font face="Times New Roman">A</font></span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: "Times New Roman"; mso-ascii-font-family: "Times New Roman";">、敲门后，自己先进入房间。</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 37.8pt; LINE-HEIGHT: 21pt; mso-char-indent-count: 3.6; mso-line-height-rule: exactly;"><span lang="EN-US"><font face="Times New Roman">B</font></span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: "Times New Roman"; mso-ascii-font-family: "Times New Roman";">、侧身，把住门把手，对客人说“请进”并施礼。</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 37.8pt; LINE-HEIGHT: 21pt; mso-char-indent-count: 3.6; mso-line-height-rule: exactly;"><span lang="EN-US"><font face="Times New Roman">C</font></span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: "Times New Roman"; mso-ascii-font-family: "Times New Roman";">、轻轻关上门后，请客人入坐后，安静退出。</span></p><h2 style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 21pt; tab-stops: 23.1pt 29.4pt; mso-line-height-rule: exactly;"><a name="_Toc39648915"><span lang="EN-US" style="FONT-WEIGHT: normal; FONT-SIZE: 12pt; mso-bidi-font-size: 10.0pt;"><font face="Arial">9.3</font></span></a><span style="mso-bookmark: _Toc39648915;"><span style="FONT-WEIGHT: normal; FONT-SIZE: 12pt; FONT-FAMILY: 黑体; mso-bidi-font-size: 10.0pt; mso-ascii-font-family: Arial;">搭乘电梯</span></span><span style="mso-bookmark: _Toc39648915;"></span><span lang="EN-US" style="FONT-WEIGHT: normal; FONT-SIZE: 12pt; mso-bidi-font-size: 10.0pt;"><p></p></span></h2><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21.65pt; LINE-HEIGHT: 21pt; mso-char-indent-count: 2.06; mso-line-height-rule: exactly;"><span lang="EN-US"><font face="Times New Roman">1</font></span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: "Times New Roman"; mso-ascii-font-family: "Times New Roman";">、电梯没有其他人的情况</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21.65pt; LINE-HEIGHT: 21pt; mso-char-indent-count: 2.06; mso-line-height-rule: exactly;"><span lang="EN-US"><font face="Times New Roman">2</font></span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: "Times New Roman"; mso-ascii-font-family: "Times New Roman";">、电梯内有人时</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21.65pt; LINE-HEIGHT: 21pt; mso-char-indent-count: 2.06; mso-line-height-rule: exactly;"><span lang="EN-US"><font face="Times New Roman">3</font></span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: "Times New Roman"; mso-ascii-font-family: "Times New Roman";">、电梯内</span></p><h1 style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 150%;"><a name="_Toc39648916"><span style="FONT-WEIGHT: normal; FONT-SIZE: 14pt; LINE-HEIGHT: 150%; FONT-FAMILY: 黑体; mso-bidi-font-size: 10.0pt;">、<span lang="EN-US">9.4</span>办公室规定</span></a><span lang="EN-US" style="FONT-WEIGHT: normal; FONT-SIZE: 14pt; LINE-HEIGHT: 150%; FONT-FAMILY: 黑体; mso-bidi-font-size: 10.0pt;"><p></p></span></h1><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21.65pt; LINE-HEIGHT: 150%; mso-char-indent-count: 2.06;"><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: "Times New Roman"; mso-ascii-font-family: "Times New Roman";">办公室内严禁吸烟、喝茶、看报和闲聊。</span></p><h2 style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 21pt; tab-stops: 0cm; mso-line-height-rule: exactly;"><a name="_Toc39648917"><span style="FONT-WEIGHT: normal; FONT-SIZE: 12pt; FONT-FAMILY: 黑体; mso-bidi-font-size: 10.0pt; mso-ascii-font-family: Arial;">十</span></a><span style="mso-bookmark: _Toc39648917;"><span lang="EN-US" style="FONT-WEIGHT: normal; FONT-SIZE: 12pt; mso-bidi-font-size: 10.0pt;"><span style="mso-spacerun: yes;"><font face="Arial">  </font></span></span></span><span style="mso-bookmark: _Toc39648917;"><span style="FONT-WEIGHT: normal; FONT-SIZE: 12pt; FONT-FAMILY: 黑体; mso-bidi-font-size: 10.0pt; mso-ascii-font-family: Arial;">值得注意的办公细节</span></span><span style="mso-bookmark: _Toc39648917;"></span><span lang="EN-US" style="FONT-WEIGHT: normal; FONT-SIZE: 12pt; mso-bidi-font-size: 10.0pt;"><p></p></span></h2><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21.65pt; LINE-HEIGHT: 150%; mso-char-indent-count: 2.06;"><span lang="EN-US"><font face="Times New Roman">1</font></span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: "Times New Roman"; mso-ascii-font-family: "Times New Roman";">、进入他人办公室</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21.65pt; LINE-HEIGHT: 150%; mso-char-indent-count: 2.06;"><span lang="EN-US"><span style="mso-spacerun: yes;"><font face="Times New Roman">    </font></span></span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: "Times New Roman"; mso-ascii-font-family: "Times New Roman";">必须先敲门，再进入。</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21.65pt; LINE-HEIGHT: 150%; mso-char-indent-count: 2.06;"><span lang="EN-US"><span style="mso-spacerun: yes;"><font face="Times New Roman">    </font></span></span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: "Times New Roman"; mso-ascii-font-family: "Times New Roman";">已开门或没有门的情况下，应先打招呼，如“您好”、“打扰一下”等词语后，再进入。</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21.65pt; LINE-HEIGHT: 150%; mso-char-indent-count: 2.06;"><span lang="EN-US"><font face="Times New Roman">2</font></span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: "Times New Roman"; mso-ascii-font-family: "Times New Roman";">、传话</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21.65pt; LINE-HEIGHT: 150%; mso-char-indent-count: 2.06;"><span lang="EN-US"><span style="mso-spacerun: yes;"><font face="Times New Roman">    </font></span></span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: "Times New Roman"; mso-ascii-font-family: "Times New Roman";">传话时不可交头接耳，应使用记事便签传话。</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21.65pt; LINE-HEIGHT: 150%; mso-char-indent-count: 2.06;"><span lang="EN-US"><span style="mso-spacerun: yes;"><font face="Times New Roman">    </font></span></span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: "Times New Roman"; mso-ascii-font-family: "Times New Roman";">传话给客人时，不要直接说出来，而是应将事情要点转告客人，由客人与待传话者直接联系。</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21.65pt; LINE-HEIGHT: 150%; mso-char-indent-count: 2.06;"><span lang="EN-US"><span style="mso-spacerun: yes;"><font face="Times New Roman">    </font></span></span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: "Times New Roman"; mso-ascii-font-family: "Times New Roman";">退出时，按照上司、客人的顺序打招乎退出。</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21.65pt; LINE-HEIGHT: 150%; mso-char-indent-count: 2.06;"><span lang="EN-US"><font face="Times New Roman">3</font></span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: "Times New Roman"; mso-ascii-font-family: "Times New Roman";">、会谈中途上司到来的情况</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21.65pt; LINE-HEIGHT: 150%; mso-char-indent-count: 2.06;"><span lang="EN-US"><span style="mso-spacerun: yes;"><font face="Times New Roman">    </font></span></span><span style="FONT-FAMILY: 宋体; mso-hansi-font-family: "Times New Roman"; mso-ascii-font-family: "Times New Roman";">必须起立，将上司介绍给客人。</span></p><span lang="EN-US" style="FONT-SIZE: 10.5pt; FONT-FAMILY: "Times New Roman"; mso-bidi-font-size: 10.0pt; mso-fareast-font-family: 宋体; mso-font-kerning: 1.0pt; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA;"><span style="mso-spacerun: yes;">    </span></span><span style="FONT-SIZE: 10.5pt; FONT-FAMILY: 宋体; mso-bidi-font-size: 10.0pt; mso-hansi-font-family: "Times New Roman"; mso-font-kerning: 1.0pt; mso-bidi-font-family: "Times New Roman"; mso-ascii-font-family: "Times New Roman"; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA;">向上司简单汇报一下会谈的内容，然后重新开始会谈。</span>

好~<img src="images/post/smile/dvbbs/em07.gif" />