企业中最复杂最重要的因素是人,员工喜怒哀乐的情绪,往往会影响其工作的状态、效率乃至健康和生命。服务员是接触人和遭受误解甚至歧视最多的个体,因此也是最容易有低落或恼怒情绪的人群。一线员工只有强化职业化修炼,修炼阳光心态,管理好自己的情绪,才能快乐地服务;只有快乐的服务才能带来快乐的顾客,而快乐的顾客才能成为忠诚的顾客,才能做到和谐共赢。 The most complicated and most important factor in a business is the emotions of people and employees, which often affect the status, efficiency and even health and life of their work. Waiters are people who come into contact with people and suffer the most misunderstandings and even discrimination, and are therefore the most likely to have depressed or angry moods. Only frontline staff to strengthen professionalism, practice sunshine mentality, manage their emotions, to be happy to serve; only happy service can bring happy customers, and happy customers can become loyal customers in order to achieve harmony and win-win .