《服务礼仪与服务技巧》读书笔记目录一、前言....................................................31.书籍简介..............................................32.作者介绍..............................................4二、服务礼仪概述............................................51.服务礼仪的定义........................................62.服务礼仪的重要性......................................7三、基本服务礼仪规范........................................81.仪容仪表..............................................9a.着装整洁...........................................10b.面部表情...........................................11c.举止得体...........................................122.服务态度.............................................13a.热情主动...........................................14b.耐心细致...........................................15c.细心周到...........................................173.语言表达.............................................18a.清晰准确...........................................19b.语气温和...........................................20c.语气谦逊...........................................214.工作环境.............................................22a.整洁卫生...........................................23b.空间合理...........................................24c.设施完善...........................................26四、服务技巧与方法.........................................261.沟通技巧.............................................27a.倾听他人意见.......................................29b.表达清晰简洁.......................................30c.及时反馈信息.......................................312.处理投诉与建议.......................................32a.保持冷静专业.......................................33b.倾听顾客需求.......................................34c.提供解决方案.......................................353.创造优质服务体验.....................................36a.了解顾客需求.......................................37b.提供个性化服务.....................................38c.不断改进创新.......................................39五、实际案例分析...........................................411.优秀服务案例.........................................422.不良服