如何创新服务来提高客满意度.doc

长沙民政职业技术学院 毕业实践报告 题目：如何创新服务来提高顾客满意度 毕业论文 毕业设计 毕业专题 类型： 【摘要】 随着世界科技水平日新月异的发展，人们的生活水平也在不断提高，服务业成为重要的支柱产业， 特别是酒店行业。当今的酒店类别有很多种，例如商务酒店、旅游酒店等。那么，在竞争日益激烈的酒店行业市场中，为了使酒店趋于不败之地， 如何保持并增加酒店的销售额就成为诸多酒店经营者考虑的首要问题显然仅仅依靠可口的菜肴，良好的就餐环境是无法达成这个目标的。根据国外酒店的成功经验，正确把握客户消费心理，重视培养客户忠诚度并提供满足客户个性化需求的服务，才是增加酒店销售额的关键。Abstract: With the rapid development of science and technology level of the world, the living standard of people is improving; the service industry has become an important pillar industry, especially the hotel industry. Today there are many kinds of hotel, for example, business hotels, tourist hotels. So, in order to remain invincible position in the increasingly competitive hotel industry market, how to maintain and increase sales of the hotel become a top priority to many hotel operators. Clearly, just relying on delicious dishes, good dining environment, luxurious rooms are unable to reach this goal. Based on the successful experience of foreign hotels, grasp the consumer psychology correctly, pay attention to customer loyalty and offer the personalized service which meets customer’s needs is the key is to increase hotel sales. This paper analysis the importance of innovative services based on the current situation of the hotel service industry, and proposed the innovation of management, quality service, and other relevant strategies. Key Words: hotel, innovative service, quality of service, sense of service, customer satisfaction 目录 摘要………………………………………………………………………………………2 第一章 顾客满意?…………………………………………………………4 1.1顾客满意的理论研究……………………………………………………………4 1.2丽景湾的服务理念………………………………………………………………4 第二章 打造精品服务………………………………………………………………….5 2.1提高服务质量……………………………………………………………………5 2.1.1树立以顾客为中心的服务理念?……………………………………………培养员工的各方面素质………………………………………………建立有效的客户关系管理系统……………………………………………提供个性化差异化的服务?…………………………………………………..7 2.2微笑原则………………………………………………………………………...7 2.3应变服务……………………………………………………………………...7 第三章 创新服务………………………………………………………………………7 3.1服务意识创新……………………………………………………………………7 3.1.1了解客人需求……