热情、主动、微笑的培训(国外英语资料).docVIP

热情、主动、微笑的培训(国外英语资料) This month, the department put forward the enthusiasm, initiative, smile theme quality improvement, and the training plan is as follows: Train your mind - correct the wrong ideas and consciousness: In our daily service work, there are often several false concepts and consciousness that are not conducive to improving our service quality: 1. In what the guests need is not in conformity with the bath service program or service, if the guest need to be justified, we tend to not try to from the perspective of the guests, the anxious customers worry, want to the guest, one thousand ways to meet the personalized requirements of the guests some more. We only focus on the canonical service and ignore the idea of personalized service. 2. The service personnel in the work hard to avoid can appear a few little neglect minor mistakes, but when problems arise, employees tend to just hide or try to find some excuses to make amends for yourself, make the guest feel more and more bad, and even lead to guests aggressive behaviour and language. It is the customers fault, but the employees lack of the give to the guest, the customer is always right concept. Therefore, do not give the guest a step, greatly harm the guests self-esteem and face, thereby aggravate the contradiction, cause the guest to complain. Sometimes the quality of the guests is low, and the service staff think that such guests are not worthy of god, and they are tired of the reception and the expression of contempt. In order to avoid the occurrence of these events, we should use the five voice service in our daily work. That is: 2 greeting (eg: hello) (excuse me, excuse me, please...) To receive help from others (eg: thank you) 2) to do something wrong or not to have to apologize (e.g., Im sorry or Im terribly sorry). Please say goodbye to the guests. At the same time, we should put an end to the four languages: Disrespect the guests contempt. The impatience of impatience. A self-righteous denial.