家庭服务从业人员每天要在家庭中与客户打交道,能与其有效沟通可以提高工作效率及客户的满意度。然而,沟通作为人与人之间进行信息传递和思想与情感交流的工具,是一种需要学习和培养的能力。笔者通过实地观察、了解和访谈发现,许多服务员与客户的矛盾都是由于沟通不畅引起的。 Every day, family service practitioners deal with clients in the home, and effective communication with them can increase work efficiency and customer satisfaction. However, communication, as a tool for people to communicate information and exchange thoughts and emotions, is an ability that needs to be studied and cultivated. The author through the field observation, understanding and interviews found that many waiter and customer conflicts are caused due to poor communication.