服务酒店客户服务训练.pptVIP

Lampl Business Center Shanghai Customer Service Training Topics Basic Office Manner Character to Succeed Service Offering Daily Routine Daily Problems Master Your Job Standard Script (handout) Your Next Step Role Play Basic Office Manner Do’s Communication Instant reply to email like ‘noted’ or ‘thanks’ Create customer folder under email to save important mail Update customer address book for quick access Follow up with an email after verbal commitment to customer Spell check before sending email If you cannot think of an answer to customer’s request, make excuse to reply later, do not say ‘ I don’t know’ Listen more and talk less and don’t jump into conclusion Say good morning or goodbye to customer Basic Office Manner Administration Shred important documents Use plastic folder to separate subject matter Put cover letter on fax copy to identify sender If you need to leave a document to someone, turn it upside down Give 2 best alternatives to customer who request for service Be punctual to meeting Report on time to work Turn mobile to vibrate mode during meeting Share problems and difficulties with others than to resolve individually Look at the person when talking Ready and prepare to learn new ideas and work process Meticulous on every little thing details Be polite and always carry a smile Put passion of the things you do Basic Office Manner Don’t s No jeans, T-shirt, hat or short pants Over promise for services and give in on price Bad mouth on competitors Disclose customer profile to caller or walk in visitor Bad mouth your team member Do not assume Leave document (internal/external) unattended Eat in public area Shout at common area Long personal call during office hours Character to Succeed A smiling faces, proactive, efficient, open minded Monthly work report on your desk (best is self generated) Problem solver vs a reporter Well dressed, be polite and patient Good communication skill and cultivate team work Act like