客舱服务中沟通技巧的研究.docVIP

民航服务中沟通技巧的研究 地理与旅游学院 艺术教育（空乘与礼仪方向） 2010级 徐琦 指导老师 谢媛媛 摘 要：沟通是服务者在为客户服务时最重要的环节。沟通是良好的服务工作最关键的要素，学会沟通才能更好地为客户服务。本文阐述了在民航服务过程中如何正确地运用沟通技巧，建立和谐的客服关系，提高服务质量，达到让旅客满意的目的。 关键词：民航服务；沟通技巧；运用 Abstract：Communication is an important part in service between customers and servants. Communication is the mostservice better. This paper illustrates the application of communication skills in the service of civil aviation. In the process of service, servants should apply communication skills accurately, and build a harmonious customer relationship as well as improve the quality of service to achieve the pu