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* * * * * * * * * * * * * * * * * * Say: Make it Happen was launched in our region in 2003. It was a project that was implemented based on customer feedback and their changing needs. ]change slide[ * * * * * * * * * * * * * * * * The CORE Service Strategy 核心服务战略 1. Connect 联系 2 Opportunity 机会 3 Respond 反应 4 Ensure 保证 3. RESPOND 反应 Respond effectively with offers 高效地回应所有要求 Give me choices 给予客人选择 Solve my problem/need effectively 高效地解决客人的问题或满足其需求 The service style that enables Successful Interactions 服务风格确保提供满意服务 * The CORE Service Strategy 核心服务战略 1. Connect 联系 2 Opportunity 机遇 3 Respond 反应 4 Ensure 确保 4. ENSURE 确保 Provide the solution quickly and efficiently 迅速、有效地提供解决方案 Confirm the quality is right 确保质量可靠 Check I am satisfied and whether I have any further desires 检查顾客是否满意，以及是否还有其它需求 The service style that enables Successful Interactions 服务风格确保提供满意服务 * How We Communicate (1) Meeting Planners 会议策划者 Meeting Facilitators 会议主持者 Meeting Success 成功的会议 Meeting Success 成功的会议 One point of contact CMD 皇冠会议总监 亲自负责接触 Handy Meeting kit 会议百宝箱 Understanding, Efficient, Capable, Success 理解、 有效、 能干、 成功 Understanding, Support, Success . In control 理解、支持、 成功、掌握 Target目标 Advertisement 广告 Key 关键 因素 Values 价值 Product 产品 * How We Communicate (2) Meeting Delegates 会议代表 Business Travellers 商务散客 Connections Village 相聚天地 Room To Relax 舒适的房间 Connect - meet and eat 联系 – 聚会就餐 Work support - Bedside shopping 工作支持 – “公私兼顾”购物单 Support, Success, Accomplishment 支持、成功、 富有成就 Support, Relaxation, In-control 支持、放松、 掌握 Target目标 Advertisement 广告 Key 关键 因素 Values 价值 Product 产品 * Brand Personality 品牌个性 Brand Values 品牌价值观 Emotional Benefits 情感收益 Functional Benefits 功能效益 Brand Features 品牌特色 Brand Essence 品牌本质 Advertising Delivers Brand Messages广告宣传品牌信息 * Brand Advertising 品牌广告 Demonstrates insights through