1, Hello! Welcome!
2, I'm sorry, please wait a moment!
3, I'm sorry to keep you waiting!
4, Thank you for your hard work!
5, goodbye, please walking!
Note: 1, first sentence of the use, as long as they meet the customer in the shop, beauticians are required to stop and bend sideways smile, say hello to the customers.
2, the second three can be used in customer wait time.
3, fourth sentence because of the time speaking to customers, so customers have a sense of God, and we focus on the customer side is happy to bring you beautiful angel.
4, to use polite language to be flexible, the work reflects the beauty salon at any time in the high level of service.
Second, beauticians how to introduce the customer to do?
1, to introduce the young to the elderly; 2, to introduce the low post position high; 3, the man introduced to a woman; 4, introduce the unmarried married; 5 introduced to groups of individuals.
three beauticians how to shake hands with customers?
1, time is shorter, usually 3-5 seconds, that is to say kind words of greeting or time; 2, moderately hard,Bailey UGG boots, not too light or too heavy; 3, must be smiling, watching each other and greeting each other; 4, on the lower levels, between superiors first hand; older, between young, older, first hand; President, between Miss, miss the first hand; 5, winter gloves off first shake hands again Li, wearing a hat indoors is not shaking hands with customers; 6, not hands folded and two people shake hands.
four beauticians how to deliver bills to customers?
1, upper body forward; 2, the bill text facing the customer; 3, if the customer sign the bill, should open the cap of a pen, pen against his, and then to the left handed customers.
five beauticians how to accept or visiting cards?
1, accepted or presented to the business card with both hands; 2, while the other's business cards read out the title and name; 3, the other side of the card in the card holder to release the store, not free throw put; 4, if card did not take, to apologize to the other side.
six beauticians how to talk with customers seated?
1, left from the chair seat; 2, ladies skirts slowly seated with the hands; 3, hands or knees on the table; 4, feet together, slightly recessed; 5, talk When the body must turn to the left and right from time to time customers; 6, talk to an end, should stand up slowly and then left out.
seven beautician elevator ride together with customers, how do?
1, elevator door opened, the hand press and hold the elevator electric eye sensors, to prevent the elevator doors closed; 2, the other hand to guide customers into the elevator; 3, into the elevator, should stand in direct board before the desire to rise by customers; 4, if the customer asked to leave the elevator more than half-way to deal with the customer to say
eight, beauticians can remember the customer's birthday, interest
beautician in the process of communicating to customers, to understand customer preferences and know what customers like, dislike anything, even taboo what, and to keep in mind these things, chatting with customers in the future, customers will be very easy to create relaxed environment. In addition, customer birthday is coming to the potato town, to advance to the customer to send the blessing of beauty salons, beauty salon customers to feel the sincere greetings, such an approach will enable customers tend to be more moved.
nine, beauty should play what music?
summed up the wisdom of consumers such a Customer beauty lying in bed, of course, such a standard of beauty salons. In addition to music volume to Ruoyouruowu, and even beauticians footsteps, voices, the sound operation, to be very gentle. So, can the sound of
ten, beauticians how to enter the VIP room?
1, whether the door is closed or open, they have to knock on the door, and then be allowed into the inner; 2 knocking at the door when the second tap every five seconds, the same time give your identity; 3, the room should politely step back, said goodbye to gently shut the door.
XI, beauticians how to answer the phone?
1, action should be quick, let phone ring more than three sound; 2, greeting each other: Hey ... 7, maintaining the natural tone, not yelling; 8, the phone standing next to some scratch paper and a pen.
second, if the other person is not looking, how do?
1, can answer the customer: 3, to each other the exact time, then hang it; 4, leaving the other's number, find people come back to be linked to each other; 5, for each message.
thirteen, wearing the uniform, should pay attention to?
1, uniforms to keep straight, not a wrinkle; 2, can not roll up their sleeves or pants; 3, shirt buttons should be fastened, Cypriot hem trousers; 4, underwear, tights can not be exposed outside the uniform ; 5, in the formal occasions to wear single-breasted suit,bailey UGG boots, only the top button of a button; 6, uniforms should be fully dressed, not the lack of one of them; 7, non-work needs, not to wear clothing uniform hotel.
fourth, beauticians wear your brand should pay attention to?
1, the work card to be worn above the left chest; 2, the work card to be worn in a straight line, not skewed.
fifth, beauticians wear shoes and socks should pay attention to?
1, shoes should always brush wipe to keep clean; 2, shoelaces fastened, not dragging on the feet; 3, male employees to wear dark socks; 4, female employees to wear flesh-colored socks: 5, socks should be changed daily.
XVI beautician pre-service hair grooming, should pay attention to?
1, neat hair, dandruff less, no odor; 2, the hair beautiful, shiny hair; 3, the amount of hair can not be too long before blocking the line of sight;
seventh, beauticians how to do pre-job personal hygiene?
1, can not stay long fingernails, is not nail polish, nail trim for the oval-shaped; 2, hands clean, can not have stains, handwriting; 3, can not eat smelly food, such as garlic, keep your mouth fresh .
eighth, beauticians posts before make-up, should pay attention to?
1, only desalination Ru; 2, No Sauvignon, irritating cosmetics; 3, do not use perfume.
nineteenth, beauticians to maintain good expression, should pay attention to?
1, always smiling; 2, full of energy, not with drunkenness, tired to work; 3, spoke not a large exaggeration, and avoid hi Nuxingyuse; 4, when talking with customers, keep appropriate attention.
twenty, beauticians and customers talking, suddenly sneezing or coughing, how do?
1, should cover your nose and mouth by hand; 2, and turned his back to the customer; 3, followed by an apology to customers.
the twenty-first, when the customer questions, beauticians do not know, it is difficult to answer, how is it done?
1, beauticians in addition to a good service attitude, skilled service skills, a wealth of business knowledge, but also need to know the profile of beauty and social situation. Customers will be able to try to avoid such a problem, we do not know or unclear, the phenomenon is difficult to answer; 2, encounter they do not understand or do not know, do not grasp the answer to your customers wait to consult the relevant departments or query and then answer. More complicated if the issues raised, all of a sudden not clear, it can please the customer wait until after the reply to find out customers. The work still can not answer, they should give the customer a reply, and to patiently explain, apologize; 3, the customer's problem, can not use the words to reply to customers.
XXII, customers are sad or unfortunate, bad mood, how do?
1, careful observation and grasp the psychological dynamic customers, good service; 2, to meet customer requirements, the customer something to her as soon as completed; 3, amiable attitude, service to be patient, language to be refined; 4, using the honorific customer comfort, do not chatter, so as not to interfere with customers; 5,cheap UGG boots, the customer's misfortune or grief, we should adopt a sympathetic attitude, can not talk together, laugh, laughing loudly pointing customers or play downtown, etc.; 6, in a timely manner to higher authorities, if necessary, take appropriate precautionary measures to ensure guest safety.
xxiii, because of our equipment problems that the customer is injured, how do?
1, that happened immediately after the customer comfort, and then immediately hang up the doctor to the wounded on the customer (if it is slight, can be packed with customers to a nearby hospital), then to the supervisors, managers reported ; 2, depending on the customer's injury, visiting greetings; 3, on what happened to the customer to express our anxiety and regret, such as: pain, we are very upset, please forgive me. , as the case, asking whether there are any customers in the service of other needs; 5, immediately notify maintenance personnel, inspection and maintenance of the equipment; 6, on the incidents and make a record, investigate cause of the accident, to learn from and prevent a similar thing happen again.
round, the customer is talking, beauticians in a hurry to find her, how do?
1, the customer is talking, we are in a hurry to find her, the customer should not be bold to interrupt the conversation, the customer should be polite to stand aside, watching the eyes looking for customers; 2 , customers will realize that you usually find something, she will take the initiative to stop and talk, to ask you, when other customers should first apologize for: customers about the subject matter of looking for her; 3, talk to the attention of concise, answered their customers to other customers apologized:
XXV, when listening to their phone, and who came in front of the customer, how do?
1, when listening to their phone, and who came in front of customers, beauticians to nod, to show customer greeting customers to wait and meaning; 2, while the end of the call as soon as possible to customers waiting in rabbits, resulting in boredom; 3, put down the handset, the first to apologize to the customers: not that cold customers.
XXVI, do damage to health when the customer does not care what, how do?
1, should be careful when we do health, especially for customers on the table things in general should not be fixed, it is necessary also moving gently, health done to put back ; 2, such as million customers accidentally damaged items should be truthfully to higher authorities, and take the initiative to apologize to the customer (if the item expensive, should be accompanied by a supervisor or manager), admit your mistakes: damage to your things,UGG shoes, so you suffer, it is sorry
xxvii, customers have objections to the bill, how do?
1, check out our entire reception work is an important part of this work should be done, so that customers are happy and satisfied with the return, the more perfect the reception; 2 We want to check the customer bills over the country and found that error, promptly corrected; 3 times the actual cost of the bill will be higher than the customer's budget, when the customer expressed doubts, we should patiently explained. Some of the cost of outside care (such as phone, drinks, etc.), the customer is often easy to overlook, especially in a more expedited service to make it clear, such as the need to purchase a taxi to let customers know the costs incurred are reasonable; 4, if the cost of mistakes on the bill, the customer put forward, we are shopping with an apology and correction to the bill at the check.
xxviii, when found walking alone in public places to find customers, how is it done?
1, customers are generally more by the face, especially as higher customer. Therefore, when found walking alone in public places to find customers, the first customer too proud to take into account the psychological, go to the side of the customer first, and then quietly and pay attention to the use of language arts, such as: negligence, as well as (shampoo, manicure, phone, etc.) documents drain clearing, please check now clearing it? do not, but people share) on the under, especially when customers and friends together, go directly to the customer, said: face, the bill does not recognize, to the receiving work difficult; while the performance is also impolite.
twenty-nine, in order to express my gratitude, customer gifts or tips to the beautician, how is it done?
1, because of our enthusiasm, courtesy, initiative, good service, a customer's goodwill, the customer in order to express gratitude, and sometimes gifts or gratuities to the beautician, as a token; 2, beauticians first to politely refuse, the language to be polite, the customer's wishes to express gratitude; 3, If the customer must send, it is accept their hospitality, in order to avoid the faux pas, causing misunderstanding or unhappiness of customers, beauticians should temporarily accept, and expressed gratitude to the leadership after the pay deal, and explain the situation.
thirty, when customers struggle to beauticians, how do?
1, when customers struggle to you, as a beautician is not level or impatient, rude words and deeds collision customers; 2, to find a way out of the entanglement of the customer, should actively cooperate with other staff, so that is entangled employees do other work, to avoid entanglement of customers; 3, when a person at the desk, they can not leave the scene the vernacular, should use language arts, politely get rid of customers. Such as
xxxi, customers appear impolite behavior, how to do?
1, impolite behavior of the customer there is not much, we must first distinguish between the rude industry is the nature of; 2, if the customers throw the keys to the beautician, speaking foul language, spit Spit so, we must be patient, keep calm and restraint, and customers can not be in conflict, and under the circumstances, the customer first initiative to apologize, as long as we humble and sincere, rational customers will generally rude behavior for their own sorry; 3, if the attitude of male clients of female beauticians frivolous, and even hands and feet, female beauticians serious attitude, and rapid withdrawal of older beautician should take the initiative came up to meet; 4, if the circumstances are serious or customers begins to hit , then the parties should keep calm and restraint, and customers must not rally together, they should immediately security department to department managers and report them to come forward by the, according to the attitude of different customers with appropriate education, while writing up the details reporting and handling of what has happened and make a record for future reference.
XXXII, customers get angry when scolded beautician, how do?
1, beauticians reception guests, is their own responsibility, even if customers suffer the curse, they should also do reception work; 2, when customers call you angry, be calm manner, and check whether their work is inadequate, for their customers before making a calm explanation and apology politely, must not quarrel with the customer, or abusive; 3, if a customer's gas is not yet over, shall promptly report to the leadership.
xxxiii, customers beautician rude language speakers, how do?
1, customers beautician abusive language speaking only a few, beauticians should not be said to each other about foul language and offensive or intended to be used the same foul language back to the customer, because that could easily conflict ; 2, we apply Wu polite language to deal with her eyes, making them feel their own faux pas, so that she would have a convergence of these uncivilized behavior, and shows that our manners. Thirty
encountered extremely difficult customer, how do?
1, service work is the work of dealing with people, customers often encounter more complex, because the customer's personality, culture, class, age, gender, etc. are different. Customers will encounter things go wrong from time to time, the mood is not happy, sometimes it will have on our critical services; 2, beauticians should try to figure out the daily customer service work in psychology, master of character and life characteristics of the customer, but also Note should be warm, courteous, proactive, and thoughtful service for customers, and strive to do the work in customer service before opening; 3, through a detailed understanding of many aspects, careful observation and analysis of the reasons for making things difficult for customers to do customer service work; 4, keeping a calm attitude, courtesy, humility hospitality, strict responsibility is to express regret; 5, has not yet resolved, should reflect, to do case record and retain information for future reference.
xxxv customers to the beautician for criticism, how is it done?
1, criticism of the customer to us, most of the care out of our business is goodwill. If the customer is our own criticism, beauticians should open mind, sincerity to accept the inadequacy of their own apology, and immediately correct; 2, if the customer is a momentary misunderstanding comments, then look at the right time to do patient and painstaking explanation for the understanding of the customer, must not be finished until the customer is not eager to excuse; 3, if criticism of her customers or other departments, beauticians also have to humbly accept. The customer's eyes, beauty salon every employee represents the beauty, we must not have nothing to do with inaccessible, indifferent to customer criticism, or shirking responsibility.
XXXVI, customer complaints to the boss, how do?
1, customer complaints should first listen patiently for customers to finish the words; 2 views of the customer complaints down, then up the report, do not rush to defend and refute; 3 , whether the customer is an oral complaint or written complaint, to be more understanding of the situation, make a specific analysis. If equipment problems, should take measures to immediately repair; 4, if the customer has not yet check out, should give a reply, so that customers know that we have to deal with it. If it is our fault, according to the situation, if necessary, ask the manager out for the customer to apologize, make the customer feel that her complaint be taken seriously, if properly handled, will make customers prefer beauty salons; 5, for the customer's side of the complaint, we The same attention should be paid, if necessary, to reflect the leadership in order to improve services; 6, make a record of complaints and the process in order to study the reasons for customer complaints, to prevent similar complaints.
xxxvii, scruffy face, courtesy of poor customers to spend more, how do?
1, gently remind customers, while paying attention to language arts: thank the cooperation of customers to drive customer service culture of civilization.
thirty-eight encountered the image of exceptions, such as skin color, appearance, special customers to beauty salons, how to do?
1, like the reception, like other customers, politely say hello to customers and take their seat; 2, customers can not be lightly or joke, but not other up, or staring at the customer specific parts.
thirty-ninth, the customer experience with children to beauty salons, how to do?
1, the customer into a place away from the channel; 2, immediately take a child for the child stool; 3, put breakable beauty products, equipment, be careful not to close to the edge of the table; 4 for customers inverted membrane, the membrane should be placed on parents of children down the right hand side, to avoid direct contact with children; 5, beauty salon for some small toys appropriate to stabilize the child's emotions.
forty, the customer asked the beauty, beauticians do not understand, how is it done?
1, beauticians do not know if it should be sincere to the customers, said: replied the customer, said:
1, listen carefully to the customer complained, accurately recorded, in particular the special requirements of customers are not exactly wrong, and to the customer to do the skin analysis; 2, determine the care program, to repeat; 3, Care and customer confirmation, and finally to the customer to do care. Forty
, customers hesitate from time to time, how do?
1, as a beautician, is also a salesman, when customers are hesitant to sell products you have the time, beauticians marketing skills should be used to stimulate the customer salon; 2, the key product features to customers, but not always ask the customer
xliii, eager customers do care a hurry, how do?
1, the customer placed in front of the place near the beauty salon so that customers leave; 2, emergency customers are anxious to introduce some simple products; 3, of the various services should be fast, as far as possible meet customer requirements; 4, pre-prepare bills, reduce customer checkout time.
xliv, beauticians picked up customers lost property, how is it done?
1, should first try to find the owner, the article should be returned; 2, such as can not find the owner, items should be left to pay the total units; 3, in the shift record books in good record.
forty-five, beauty care what the details later?
1, softly told the customer care has ended, and ask if need any other help;
2, take the towel when the residues do not care to get the customer the face or body;
3, help customers get up to do for the customer after the massage to relax the lower back;
4, after going to help their customers get up my hair and clothes;
5, promptly after care drink a cup of light sent to customers;
6, remind customers of good players received the articles they carry;
7, asked the views of customer care and advice;
8 detailed record of each care situation;
9, please sign the data card customers;
10, billing the customer consumer should be careful honest, polite and restrained;
11 If the customer buy the product, should be ready and in front of their customers face counting the money, see;
12, made an appointment with the customer care the next time;
13, the customer sitting up and leave after closing, it should take the initiative to pull their chairs;
14, courtesy to send guests out;
15, pack, finishing softly when nursing areas, action deft.
xlvi, beautician's hand not cold
whether in summer or winter, customers fear most is that when beautician's hand contact with their own skin, it is also cold. Whenever this time, customers are some sensitive and nervous. Want to come too, no one is willing to make a pair of cold hands in his face to stay for nearly an hour, but it will also affect the absorption of products and penetration. In addition, the beautician's hand is soft and flexible and can very directly affect the customer when the mood in nursing. If the beautician for this little problem, so the customer to
Forty-seven, beauticians do not leave the mask on the end customer
Apply mask after customers are generally required to take a break. Beautician to work temporarily at this time that came to an end, and then quietly retreat. Although as far as the customer does not know at this time to fall asleep, but she could not say there are some problems which require or need the help of beauticians. Such as customers feel the skin or the mask drops overflow itching to the lips, chin; or the customer's cell phone is ringing, you need to answer for her beautician. Also, there are beauticians around, customers will feel more secure. Many customers believe that the most needed before putting the mask beautician waited at the side. This time, the service became a kind of silent waiting.
these problems
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