礼仪礼貌与仪容仪表 Ceremonial politeness and appearance 某参加工作不久的女大学生，在上卫生间时被一名保洁人员说其不冲厕所。她在半年之后提起此事时还非常激动地说“我是这么没有素质的人吗”。试想，如果是一个经良好礼仪培训的保洁人员当发现有人不冲厕所时，就会默默地用自己努力的工作来感动服务对象，而不是埋怨服务对象的行为。在工作中不注意服务中的礼貌用语会给顾客留下坏的印象。 A female college student who was not working in the bathroom was told by a cleaning staff not to flush the toilet. When she mentioned this matter six months later, she was also very excited to say, "am I such an empty person?" Think, if it is a good etiquette training cleaning staff when they find someone do not wash the toilet, they will silently use their work to move the service object, rather than complaining of the behavior of the service object. If we don't pay attention to polite language in service, we will leave a bad impression on customers. “礼仪礼貌”、“仪容仪表”实际上反映了一个企业的管理水平。管理工作中，应避免保洁人员带着不愉快的情绪来上班，或对主管人员有抵触情绪。 "Etiquette politeness" and "appearance and appearance" actually reflect the management level of an enterprise. In the management work, the cleaning staff should not avoid going to work with unpleasant emotions or having conflicting feelings with the executives. 统一服装、统一形象，也是良好的仪容仪表的基本要求。员工不能因为服装不那么合适或不太喜欢，或怕见到熟人等各种原因而对穿工作服或其他规范要求产生抵触心理，而出现不穿或穿着不整齐的现象。 Uniform clothing and unified image is also a basic requirement for good appearance and appearance. Employees can not wear clothes or other specifications, because they are not so suitable or too fond of clothes, or are afraid to see acquaintances and other reasons. 2 Two 顾客需求与工作标准 Customer demand and work standard 清晰物业使用人的需求，了解顾客的关注点，据此作出详细的服务方案，制订工作的重点、详细的工作标准和检查标准，列出关键点和质量控制点、工作记录要求。对已制订的工作标准和规程等进行实施情况检查，并时常评估其适宜性。 Clear the needs of the property users, understand the customer's attention, make detailed service plans, work out the focus, detailed work standards and inspection standards, list key points and quality control points, work record requirements. The implementation of the established work standards and procedures is checked, and its suitability is often assessed. 在制订工艺流程时，应注意工具和工作时间的适宜性、工作的有效性、顾客的方便等因素，并将流程与工艺标准化，通过最短的时间培训就可上岗，不因主管人员和保洁人员的变更而影响服务质量。 In the process of making the process, we should pay attention to the suitability of tools and working hours, the effectiveness of the work, the convenience of the customers and so on, and standardize the process and process and train the job through the shortest time, and do not affect the quality of service due to the change of the supervisor and the cleaning staff