(喜达屋集团服务体验培训课程 中文.ppt

STAR CUSTOMER EXPERIENCE MODEL-8 AREAS (20 MIN: 1330-1350) Additional comments on the STAR Experience Model: The main point to make for examples is that the STAR Customer Experience Model can be applied across multiple hotel functions, from Laundry to Housekeeping to Front Office to Sales to Marketing to Management. The Areas for the Model are not meant to be rigid by definition and can flexibly accommodate most if not all Customer interaction situations, from making a sale, to repairing a loose cabinet door hinge when the guest is in house, to making an internal presentation to the AMD, to reviewing STARWOOD CARES Vital Few Metrics… the list runs on. Sometimes it certain areas seem to overlap, for e.g., presentation and behavior – which is the proper area to classify good posture? In these cases, just choose whichever area seems most appropriate to the team, i.e., do not lose sleep over it. The model is meant to help and focus the attention and energies of Associates on creating a really superior (even if its just on paper for the initial period, until they get sufficient practise to do it right in time) STAR Customer Experience, and not to confuse or distract them. The rule of thumb in implementing this Model is: KEEP IT SIMPLE, SO THAT IT CAN BE PRACTICAL. STAR CUSTOMER EXPERIENCE MODEL-8 AREAS (20 MIN: 1330-1350) Once the Customer’s Experience has been defined, Associates identifies the important points when they interact with the customer-the STAR Moments. For a typical guest check in experience, multiple STAR Moments can be identified: the greeting (or lack of) from the concierge when the guest arrives at the hotel, the bell offering (or not offering) to help with the guest’s luggage, the queuing experience, the GSO checking the guest in. Other STAR Moments are also likely to occur during that brief check in experience, for e.g., contact with a Security Associate or other Associates who happen to be walking past, or immediately after that experien