酒店员工对客服务态度酒店员工对客服务态度.ppt

2. Service Attitude  服务态度 WHAT IS “GOOD SERVICE”? 什么是“好的服务”？ Service provided 提供的服务 - Above Guests’ Expectations 高于客人的期望 - Beyond Guests’ Satisfaction 超出客人的满意 BAD SERVICE 差的服务 GOOD SERVICE 好的服务 Excellent Service is enjoying giving people a little bit more than they expect. 优质的服务就是热情地向客人提供超出他们期望的服务。 Customers appreciating our good service will be our walking billboards! 客人对我们优质服务的赏识将成为我们的流动宣传栏。 The impact is much more powerful than advertisements in television or newspaper. 直接的接触比电视或报纸上的广告更有感染力。 Customer: Please don’t treat us as a computer code and process us according to your company policy and procedures. 客人： 请不要把我们当成电脑数码处 理，而要依据公司的制度和程 序对待我们。 First impression is very important. It decides your fate in the first four minutes. 第一映象尤为重要，它可以在四分钟内决定你的命运。 Your have not a second chance to build up the “first impression”. 你只有一次树立“第一映象”的机会。 Good service is not smiling at your customer – it’s getting your customer to smile to you! 好的服务不是你对客人微笑，而是让你的客人向你微笑！ How to make our customers “feel” important? 如何使我们的客人“感到”受到重视？ Customers need not be our VIPs to feel important. 非VIP的客人也应受到重视。 Call customers by their names. 称呼客人的姓名 (from their passports, booking notes, room registration, invoices, warranty, etc.) （客人姓名可以从他们的护照、订房单、住房登记、发票、保函等获知） Always see things from a customer’s perspective. 永远从客人的角度来看待事务。 In Case of doubt, the advantage goes to the customers. 如出现疑惑，客人永远优先。 * * Customer Expectation 客人的期望 Our Service Standard 我们的服务标准 To our standard but not to customer’s standard 按照我们的标 准而不是客人 的标准 Cust