凯悦集团经典课件-服务中的三角关系.docVIP

We Are Customer Focused Table of Contents ︱Page 0内容目录 ︱第0页The Service Triangle服务中的三角关系Definition: Service Excellence定义：尽善尽美服务Course Objective课程目标The Guest顾客Hyatt’s Customers凯悦的客人Perception is Everything to the guest对顾客而言感受就是一切 Factors Affecting Guest Behaviour影响顾客行为的因素Guest Expectations顾客期望Brand Expectations品牌期望The Service Professinal服务专才Factors Affecting the Behaviour of Service Professinals影响服务专才行为的因素Initial Contact with the Guest与顾客的初步接触Be Aware of Our Own Perceptions and Pre-Conceived Ideas注意我们自己的感觉与成见Listening Skills聆听技巧Body Language肢体语言Delivering Exceptional Service提供优质的服务Personal Contr