课件一：体育场馆观众服务核心期望.pptVIP

CORE EXPECTATIONS FOR GUEST SERICE WORKSHOP客服工作的核心期望;Service Performance Questionnaire服务表现调查;We want Guests to be Fans of our Events, Teams and Facilities. But Just as Important, We Want Guests to be Fans of our Service! 我们希望顾客成为我们演出活动，团队和场馆的热衷者。但是还有点很重要，我们希望顾客成为我们服务的热衷者。 ;If Arena is Known for Superior Guest Service….如果体育馆以优秀的客户服务著称….;During this Workshop We Will….此次培训中我们将….;What is a Moment of Truth?什么是真实的一刻？;What is a Moment of Truth?;What is a Moment of Truth?;What is a Moment of Truth?;What is a Moment of Truth?;What is a Moment of Truth?;What is a Moment of Truth?何谓真实的一刻？;What is a Moment of Truth?何谓真实的一刻？;The Four Basic Needs of Our Guests客人的四项基本需要;The Need to Be Understood需要被理解;The Need to Feel Welcome需要感到是受欢迎的;The Need to Feel Important需要感到受重视;The Need to Feel Comfortable需要感到舒适;Recognize the guest first. Smile and offer him or her a friendly greeting. 首先要迎接客人。微笑并给予对方一个友好的问候。;Take personal responsibility to handle guest requests. 有个人责任感地处理客人的要求;Provide courteous service that exceeds guests’ expectations. 提供超越客人预期的彬彬有礼的服务;Guest Expectations Moments of Truth 客人的预期真实时刻;Consistently use the guest’s name if it is known. Address him or her by name at least twice during lengthy interactions. 如得知客人的名字，始终用名字称呼。在长时间的交流中至少称呼客人的名字2次以上。 ;Apologize and respond quickly to guest complaints. Do everything possible to turn unhappy guests into satisfied guests. 对于客人的抱怨给予及时的道歉和响应。尽自己最大努力使客人转忧为喜。 ;Survey Says….调查显示….;Survey Says….;Bottom Line归根结底;ROLES: A business executive and Usher 角色： 商务人士和领位员 SCENE: The business executive has arrived for a meeting to be held in a luxury suite. This guest has been walking around the facility for 10 minutes trying to find where the meeting is being held. When the Usher approaches the guest, it is apparent that the guest is agitated. 场景：商务人士来参加在豪华包厢内举行的会议。这位客人在场馆内走了10分钟寻找会议的地点。当领位员走进客人，很显然客人很不安。 VOLUNTEERS: Act out this situation using the first 5 Core Expectations for Gue