Poor tongue affects management.
In the era of planned economy, the assessment of new employees' words in many units is still in the blind zone stage, thus cultivating a group of incompetent, clumsy, clumsy and obscure "doers"; Although great efforts have been made to make employees "open their mouths to talk", it has not brought much surprise to the benefits of many units. The reason is that the problem lies in the employees' mouths. What happened to the employee's mouth? Three words-"nonsense"!
Imagine if a team has a phenomenon that employees talk indiscriminately because they can't control their mouths. Isn't that disturbing the overall work deployment and work order of the team? Take the service industry as an example, we often see waiters go to work with emotions and talk nonsense in front of guests. It is conceivable that what kind of good words can a face that "keeps people away" bring to guests?
I've been through such an embarrassing thing. At the end of last year, an old friend of mine won a lot of bonuses because of the good benefits of the company, so he invited some buddies to a newly opened restaurant.
At first glance, the facade of this restaurant has both characteristics and style. No matter whether you can get in or not, passers-by will stop for a moment and leave a sigh of admiration. It is conceivable that the owner of this restaurant has spent a lot of time on this!
Although it is expensive, everyone thinks it is quite cost-effective after calculating the discount promise. During the dinner, an old friend asked the waiter to serve some soy sauce. After a while, the young lady came and brought a plate of raw onions. My old friend was wrong. He said, "I want soy sauce, not raw onions!" " "Miss back raw onions, while muttering something that no one can hear clearly. When I sat next to my old friend, he was about to explode. I put my ear to him and said, "Look at her face, she must have just been angry with someone." Forget it. "
After a while, it was the same lady. As soon as she brought the food to the table, I couldn't wait to pick up a fried tenderloin and dip it in the food. Before the young lady went away, I cried exaggeratedly, "What is this, raw vinegar?"
In a burst of laughter, the old friend called the young lady over again: "I repeat, what we want is soy sauce!" " You will get raw onions and vinegar. What happened? "
Guess what this lady said? "This is yours. I can't speak Mandarin clearly. "
This is in trouble. My old friend graduated from Beijing Broadcasting Institute. "I don't have time to argue with you. Call your foreman!" An old friend's face is redder than a young lady's lips.
After a while, a "big lady" in an all-black suit came over and looked like a foreman.
After all, the foreman is the foreman. She apologized with a three-point smile and sent each of us a business card. Because my mouth itched, I interjected, "As soon as we came in, we found this waitress's face stinking, but it happened that she was in charge of our table. What bad luck! "
The head waiter said, "Oh, she has just been scolded by our manager and is in a bad mood. Please forgive me. " Besides, you're here for dinner, not to pick a lady. "
A buddy stood up and said, "Why is this sound even more awkward than just now? You mean that because we are not here to pick a young lady, a well-trained waitress has reason to give us a bad look, right? "
"That's not what I meant."
"Then what did you mean just now?" My old friend also stood up. "I thought you really came to apologize, but I didn't expect you to hurt us step by step." Even the head waiter speaks with thorns to the guests. The staff in your restaurant are well trained. "
"You understand it wrong." The foreman continued to argue, "I mean, she has just been trained, and you understand her feelings."
I said, "A newly trained waiter should not let her come to work."
The head waiter said, "If all our waiters were scolded by the manager before taking up their posts and no one came to work, would this hotel still be open?"
An old friend suddenly struck the table: "You threw the question at us again." Forget it, I won't eat this meal, and the dishes behind me won't be served. Let's go somewhere else. "
Since then, people in our circle have never thought about this restaurant, no matter who treats us.
Of course, I'm not saying that the service industry should condescend to customers. I just want to remind those units that have not paid attention to the language quality training of employees. If you do well in other aspects and neglect the investment in this link, it is likely that your employees will be unscrupulous in front of guests or customers. Everyone knows that service quality is the fundamental truth of income generation, and the important premise of ensuring service quality is the language of employees' hospitality. How to improve employees' hospitality language ability?
Again, you can't say what you should or shouldn't say. Generally speaking, if you are sincere, kind, polite, appreciative and modest, you should say more. Don't speak malicious, hypocritical, rude, demeaning and tough language. As the saying goes, "there are thousands of people, all kinds." Among the guests or customers, many people are unreasonable. The more in this case, the more well-trained employees can use witty language to resolve contradictions and conflicts. If your employee says something like "Why are you so unreasonable" to a difficult guest or customer, it means that the employee has a bad mouth and can't speak; If there is something wrong with the service, you are not busy explaining and apologizing to the guests, but looking for reasons for your mistakes, indicating that the employees have a bad mouth. Emphasizing the reason is tantamount to making excuses, as can be proved by the restaurant experience mentioned above.
Employees in the service industry should not only receive basic language training, but also prepare a set of welcome models according to the nature of the industry. Li Shuzhen, an excellent waiter, has a set of humanized greetings, the secret of which lies in extending different languages according to different objects.
When the intellectuals entered the shop, Li Shuzhen greeted them and said, "Comrade, please sit down. How about fried fillet with shredded chicken? "
When the worker comrade entered the shop, Li Shuzhen said, "Master, do you eat oily meat or make meatballs?"
When the country granny walked into the shop, Li Shuzhen welcomed her like this: "Auntie, you are in town. Come and improve your life once in a while, while you are still hale and hearty. What do you want to try? "
This is professionalism: from what kind of rice bowl, according to different customers, greeting words are different.
We can roughly understand the above three examples of Li Shuzhen: for intellectuals, language is elegant and euphemistic; For workers' comrades, the language is direct and frank; For rural grandmothers, this language is both popular and simple. This just adapts to different hobbies and cultural attainments of different objects. However, how many Li Shuzhen are there in China today? Being in the service industry, you should know that a mouth can not only attract customers, but also bombard them. ;