8.怎样按照客人的愿望，为他拿东西或做事：
不要“无声服务”，一声不吭，应该表示礼貌服务，愉快地说：
“Of course, sir, if you?ll excuse me, I?ll fetch it for it.”
“Certainly, madam. I?ll be happy to do it.”
“Here we are. Mr. Smith.”
“Here?s your bill, sir.”
“Here?s your coffee, sir.”
当你离开去办事情时应说：
“Just a moment, please, sir. I?ll go get / do it right away.”
“Immediately, madam.”
当你办完事回来时应向客人说：
“Sorry to have kept you waiting, madam.”
9.当你不能肯定是否能满足客人的需求时：
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不应说：“I don?t think we have it.” “I don?t know.” “It is
not handed by this department.” 而应该如实地讲：
“I?m afraid I can?t say for sure, but I?ll ask right away.”
“If you wait a moment, sir. I?ll try to find out.”
10. 饭店服务工作人员是不允许用不礼貌的“ No”字的。
应说：“I?m afraid ……”
这是一个很有用的礼貌用语。
如客人问“ Do you have a pool ?” 正确的否定回答应是：
“I?m afraid not, sir.”
如客人问“Must I pay for the damage?”
正确的肯定回答应是：
“I?m afraid so, sir.”
11. 怎样婉拒客人的难以满足的要求或问询：
“No”这个否定词过于生硬简慢，不是一个礼貌用语，因此就避免讲
“No, no, no”或“No”，或用“No”作为句子的开头。应说：
“I?m sorry, there?s no discount.”
“I regret, it?s a little later. May I be of any further assistance, sir.?”
假如客人问：“Do you want to see my passport?”应回答：
“That won?t be necessary, thank you.”
“Yes, please.”
其他婉拒客人需求的用语：
“Such information is confidential, I?m afraid.”（confidential=秘密的, 机密的）
“We are not at liberty to say, I?m afraid.”（at liberty =自由，允许）
“I regret, we cannot guarantee, but we?ll do our best.” (guarantee=保证)
最好在否定的婉拒用语之后，再加说一句礼貌作语：
“But may I be of any further assistance, sir / madam?”
13.让路的礼貌和礼语：
如与客人同行，应该让客人走在前面，出入电梯或上下楼梯，都
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应礼让，并说：
“After you. Madam.”
“You first, sir.”
如遇到客人要你让路说：“Excuse me.”应作反应说：
“Certainly, after you, please.”
如通道较窄，让路给客人时，应尽量靠边，立停侧身，让路时不
要背向客人，也不要在二位客人中间穿越。如推车或搬运笨重物
品途中不得不超越客人时，应耐心说：
“Excuse me, sir. Could you please make way?”
“Excuse me, may I come through, please?”
“Thank you.”
14.服务过程中或行走时，应尽力避免打喷嚏、伸欠、撞击：万一发
生这种事情时，应向客人道歉：
“I beg your pardon, sir.”
15.如要与客人终止谈话：
务必有礼貌地说：
“Excuse, please. I must serve that guest.”
“I?m sorry, sir. I must go. Nice talking with you.”
“Will you excuse me, please?”
16. 当客人向你说明情况时：
应目视客人，微笑颔首，并说：
“I see.”
“Yes, I see.”
如果你表示同意，不要说“right”,应说：
“That?s true.”
“Yes, exactly.”
17. 接待老弱病的客人：
除了要格外小心服务外，还要说：
“Take care, sir.”
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“Don?t worry, sir. We?ll see to it / we?ll clean it up.” （see to负责、注意）
18. 要求和客人讲话和请客人办理某项手续时：
如客人正在与他人交谈，应稍稍等候，待谈话告一段落
时，插上去说：
“Excuse me for interrupting, sir.”
“May I take up a few moment of your time?”
“May I speak to you for a moment, sir?”
“Would you be so kind as to sign this?”
接着应表示歉意：
“I hope I haven?t inconvenienced you, sir.”
“Sorry to have bothered you, madam.”
“I apologize for taking up your time, sir.”
19. 不明白客人的问题或情况时：
不应说“What?”或“Huh?”更不应一笑了之，而应该微笑说：
“Sorry?”
“Pardon?”
“I didn?t catch that. Could you please repeat it?”
“I?m sorry, I don?t understand, could you please show me?”
如客人问你是否现在要付款时，不应回答：
“Yes, you have to pay now.”而应说：
“If you?d be so kind.”
如向客人验证或核对情况时，不应粗鲁地用“right?”来征询客人意见，而应说：
“Is that correct, sir?”
“Is that right, madam?”
“You are going tonight, aren?t you?”
“Everything is in order, isn?t it?”
20. 如在饭店内部为客人指引方向时，应说：
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“Come this way, please, I?ll show you.”
“Would you kindly go through that door, sir?”
“Please take the lift to the fifteenth floor.”
“Please go down to the ground floor lobby, sir.”
21. 在服务过程中，向客人请求时：
如请客人到隔壁柜台去，不要说：“Go to the next counter.”
应说：
“Would you please go to the next counter?”
“Would you please come over there, sir?”
如约客人再来，不要说“You should be here at 8:00pm.”而应说：
“Could you please come here at 8:00pm?”
如要请客人坐下，不要说：“Take a seat, sir.”而应该说：
“Would you like to take a seat, please, sir?”
如请客人到出纳员那里去，不要说：”You have to go to the cashier?s counter.”而应说：
“May I suggest that you go to the cashier?s counter, sir?”
如请客人排队等候，不要说“Get in line.”，而应说：
“I?m afraid I must serve each guest in the line by turn, sir.”
如请客人等一会儿再来，不要说：“You?d better return in five minutes to check.”，而应说：
“Would it be convenient for you to return in five minutes to check?”
如请客人用印刷体填表时，不要说：“Please print.”而应说：
“Would you please use block / capital letters?”
在服务过程中，如客人按照你的请求，交给你一张支票、一把钥
匙、一张信用卡或其他东西时，切不可一声不吭，而应说：
“Thank you, sir.”
22. 承认差错：
如果发生由你自己造成的差错，不要强辨，也不要用笑声来表示歉意，而应该承认差错，并说：
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“I?m terribly sorry. There could have been some mistake,I do
apologize.”
“I?m sorry, sir. I?ll look into the matter at once.”
23. 当客人向你表示赞扬时：
不要说：“ No, no, it?s not true.”来表示谦虚。因为，按照国外的习惯，这样回答，会使外宾感到你是不仅拒绝人家对你的赞扬，并且缺乏真诚，应有礼貌地说：
“Thank you.”
24. 婉拒小账或社品：
我们是一个不接受客人小账的国家，从业人员应该以主人翁态度赤对待这个问题。如客人给你小账或礼物，应不予收受，并婉转地说：“Really, I should?t. It?s very kind of you to give me such a nice gift / tip.
Thank you just the same.
“I?m just doing what I shoul d. I appreciate your kindness, but I can?t
accept your money / gift.”
25. 当客人向你道谢时：
不要说：“never mind.”也不要一声不吭，应脸带微笑说：
“Please don?t mention it. Sir.”
“My pleasure. I?m happy everything was satisfactory.”
“You?re most welcome. It was no trouble at all.”
“Glad to be of service. Please feel free to contact us anytime.”
“You?re welcome.”
26. 当你向客人道谢时：
如客人回答说：“Don?t mention it.” 可以再说：
“You?re very kind, sir.”
27. 当你向客人道歉时：
不应回答“Never mind.”而应说：
“That?s quite all right, sir.”
“Don?t mention it, sir.”
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28. 假如客人向你要一个椅子或借用一支笔，你应该说：
“Certainly, madam, let me help you.”
“Yes, of course, allow me.”
“Take mine, sir.”
“Go head please. You?re welcome.”
29. 表示同意的正确语句：
首先应该从礼貌要求的角度来弄清楚下面这些表示同意的语句是不适用的：
“Yes.” -------单独用，表示粗率怠慢。
“OK.”-------单独用，表示过分亲呢。
“Of course.”-------单独用，好象有些傻气。
“Why not.”-------单独用，好象有些傻气。
“Sure.”---------单独用，不是正式口语。
“Surely.”-------单独用，不是正式口语。
应该说：
“Yes, madam.”
“Yes, I will, sir.”
“Yes, come in, please.”
“Yes, certainly, just leave it / everything to us, sir.”
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