八项服务技巧.ppt

Be My Guest 服务我们的客人 Basic Skills 1 – 8 八项服务技巧 Different Moments 不同的时刻 Moment of Misery 痛苦时刻 Expectation not met 没有达到客人期望 We’ve over promised and under delivered传递给客人的服务和产品没有达到我们对客人的承诺 Different Moments 不同的时刻 Moment of Satisfaction 满意时刻 Service meets expectation 服务达到客人需要 We’ve delivered what we’ve promised 我们遵照承诺传递服务和产品给客人 8 New Skills you will Learn您将学到的八项新技巧 Training Objectives培训目标 By the end of the training you will be able to: 本课程结束后，您将能够： List the 8 basic skills of guest courtesy 列出对客服务的八项基本技巧 Provide 2 examples of when each can be used in your own workplace to improve guest service 举出自己的工作场所提高对客服务的两个例子 Domestic Arrangement培训安排 Focusing on the Guest关注客人 What does focus mean?关注是什么含义？ Focusing on the Guest –Summary关注客人 – 总结 Focusing on the Guest – Cues全面关注客人 – 暗示 Positive Cues 积极暗示 Indicate that the guest is receptive to what you are saying and it is okay to proceed 表示客人对你所讲的表示接受，可继续进行下去。 Indifferent Cues 无动于衷的暗示 Suggest that the guest is not interested in what you are saying, or that the needs addressed do not relate to his current situation. It may be appropriate to ask questions. 表示客人对你所说的不感兴趣，或你陈述的需求与他目前的状况无关，最好通过问题来确认。 Negative Cues 消极暗示 Signal that the guest is not interested in what you are saying. In this case, you should end the conversation. 表示客人对你所讲的不感兴趣，在此情况下，您应当结束谈话。 Providing Efficient Service提供高效服务 Efficient Service 高效服务 Providing Efficient Service提供高效的服务的秘诀 Get to the next guest quickly. Delays cause waiting guests to become impatient 迅速转向下一个客人, 拖延使得等待的客人变得不耐烦 Take time to be accurate, inaccuracies cause delays 保证服务准确，错误往往导致延误 Keep small talk to a minimum with guests and other employees 长话短说 Plan ahead, good organisation will help you work quickly and accurately 提前准备和妥善安排有助于工作完成的及时和准确 Offer alternatives when you cannot meet a guest’s request 无法满足客人需求时提供其他选择 Follow-up to be sure guest’s needs have been met 跟进落实以确保客人的需求得以满足 Answer questions for example, explain menu items, give directions 解答疑问，例如