System 1- Service Personnel Management Standards

Service personnel management standards

1、 General Provisions
1.1 In order to improve the service quality of Carl's Beautiful Spotlight, provide better services to tourists, and shape a good corporate image, the "Service Standards for Service Personnel" is specially formulated.

2、 Applicable scope
2.1 This standard specifies the normative requirements for Carl's beautiful light spot service and proposes principles for handling several problems encountered during the service process.

3、 Service etiquette standards

3.1 Leading Guests

3.1.1 When guiding guests, generally walk 1 meter to the right in front of them. When turning, slow down or stop first, and make a gesture: "Please walk this way".

3.1.2 When walking to a place with stairs or door barriers, remind guests to pay attention: "Please be careful".

3.2 Delivery of items: Use both hands to deliver items and consider the convenience of the recipient; When serving guests who believe in Hinduism or Islam, the right hand must be used.

3.3 Gesture etiquette: Gestures should be standardized and moderate. When pointing the direction to the guest, the fingers should naturally close together, the palm should be pointing upwards towards the target with the elbow joint as the axis, and the eyes should be looking at the target to show sincerity and caution.

3.4 Conversation etiquette

3.4.1 When talking to guests, first maintain a straight standing posture without any small movements.
It is advisable to maintain a distance of 75cm from the guest during conversation.

3.4.3 Face the guest directly, with a natural and generous expression, a friendly and sincere attitude.

3.4.4 The conversation should be clear and easy to understand, paying attention to pronunciation, intonation, speaking speed, and rhythm.

3.4.5 Proper addressing is the stepping stone to polite communication. Correctly use the guest's name and add addressing terms such as sir, madam, or miss after it. If the guest's surname is unknown, use personal pronouns such as "this gentleman" or "this lady" instead of "you", "he", or "she" to address the guest.

3.4.6 Answering guests should not simply answer 'I don't know', 'I don't know', or 'I can't.'.
3.5 Language: Use Mandarin (except for foreign language explanations provided by foreign language instructors) when communicating, talking, and using phone calls with guests.

4、 Appearance and appearance standards

4.1 Dress neatly and appropriately: During working hours, the designated work attire for the Karmei (China) tourist attraction should be kept neat, neat, and buttoned up at all times, with standardized attire.

4.2 Facial and Hair

4.2.1 Keep your face clean at all times, without leaving any beard or sideburns.

4.2.2 Hair should be regularly trimmed, and should not be shorter than 1.5cm. When it is long, it should not cover the ears, and the hair feet should not touch the collar.

4.2.3 Strange hairstyles cannot be trimmed, and colored hair dyeing is strictly prohibited.

4.3 Personal hygiene

4.3.1 Adhere to washing hands and cutting nails frequently, and avoid any dirt or dirt inside the nails.

4.3.2 Maintain oral hygiene and prevent bad breath.

4.3.3 It is prohibited to eat foods with peculiar odors and drink alcohol before going to work.

4.3.4 Take a shower and change clothes frequently to prevent sweat and odor.

5、 Consultation and complaint handling services

5.1 Consulting Services

5.1.1 Service personnel have a high level of comprehensive tourism knowledge, are always familiar with the dynamics of the tourist area, and should provide patient and detailed answers and travel guidance to tourists regarding the local and surrounding scenic areas.

5.1.2 When receiving inquiries from tourists, stand up with a smile on your face and keep your eyes open to the other person. Concentrate and show respect and sincerity. Listen attentively and do not be distracted.

5.1.3 When answering tourists' inquiries, be sure to answer every question, use appropriate words, and be concise and clear.

5.1.4 Receive tourists with appropriate language and avoid perfunctory remarks. Do not speak excessively and avoid exaggeration.
When answering a phone inquiry, the bell should ring no more than three times and the name and company name should be reported first. When answering the phone inquiry, it should be warm, friendly, and polite, and honorific language should be used. After the call is over, say goodbye to each other and confirm that the other party has received the line before hanging up.

5.1.6 If there are any questions that cannot be answered temporarily, explain them to the tourists and apologize. It is not possible to simply say phrases such as' I don't know '.

5.2 Complaint acceptance service

5.2.1 The tourist service center should have dedicated personnel to handle complaints, set up a dedicated complaint hotline, and publish the complaint hotline in a prominent location in the tourist area, with dedicated personnel on duty.

5.2.2 Service personnel view tourist complaints as an opportunity to establish integrity. Complaint handling personnel should dress neatly, behave in a civilized, enthusiastic, polite, and patient manner to receive complaints from customers.

5.2.3 Complaint acceptance personnel should strictly follow the handling procedures to handle complaints and keep complaint records. The complaint file should be kept intact.

5.2.4 Accept complaints and promptly resolve them if they can be resolved on-site; If the recipient is unable to resolve the issue, report it to the scenic area manager in a timely manner and notify the complainant of the handling results in a timely manner.

5.2.5 Complaint handling personnel should pay attention to collecting feedback from tourists, conducting scientific analysis, in order to timely improve and improve service quality.

5.2.6 Complaint handling personnel should understand the feelings and situations of the complained tourists in a "empathy" manner, sincerely help the guests solve problems, use polite language from beginning to end, and maintain a good attitude towards the irrational behavior of the tourists. It is strictly prohibited to refuse to accept or argue with the tourists

6、 Emergency rescue
6.1 Familiar with emergency rescue phone numbers and able to provide basic emergency rescue services (such as medical rescue).
6.1.1 Public security accidents: Call 110 to report to the police
6.1.2 Fire rescue: Call 119 to report to the police
6.1.3 Traffic accident: Call 122 to report to the police
6.1.4 Casualty accidents: Call 120 to report to the police
6.2 In case of sudden accidents, handle them according to the "Company Emergency Rescue Plan for Sudden Accidents".

Karmei Sports Goods Co., Ltd

June 15, 2022