《Customer_Serv酒店服务意识》教学课件.pptVIP

Welcome To….. Customer Service Training * Lesson Objectives 课 程 目 标 Llist Explain the 7 Service Principles 列出并解释七项服务原则 Explain the Importance of customer Service 解释顾客服务的重要性 Give example s of Good Service Bad 例举优质服务及劣质服务 * Lesson Outline 课程目录 Introduction 简介 Lesson Objectives 课程目标 3 Factors for Change 变化的3项要素 Who Is A Customer 谁是宾客 Types of Customers 宾客类型 What is Service 什么是服务 What is Good Service 什么是优质服务 6 Basic Service Expectations 六项关于服务的基本期望 Personal Service Techniques 个人服务技巧 Honoring the Contract 信守合同 Moments of Truth 真实的时刻 The Benefits of Providing Superior Service提供优质服务的益处 The 7 Service Principles of Excellent Service 优质服务的七项原则 Contributing Factors - Customer Service 其他要素－宾客服务 * Who is a Customer ? 谁 是 宾 客 The most important person to come into this hotel/organization whether in person, on the phone, or by mail The person who ultimately pays my paycheck 凡是进入我们酒店的都是重要客人,无论是亲 自来访，还是打电话或是写信 。 顾客就是那些最终付给我们工资的人。 * Types of Customers 宾 客 的 类 型 Internal Customers 内部宾客 External Customers 外来宾客 * What Is Service ? 什么是服务 Smiles for everyone 向所有人微 笑 Excellence in everything we do 我们做事力求完美 Reaching out to every guest with hospitality 热情款待每一位客人 Viewing every guests as special 重视每位客人 Inviting guests to return 欢迎客人再次光临 Creating a warm atmosphere 创造热情的氛 围 Eye contact that shows we care 眼神的交流表明我们的关心 * Good Service is ….. 良好的服务是… Service with a smile 微笑服务 Friendly and cheerful 友好热情 Warm greeting 亲切问候 Attentive and anticipative to guest needs 主动关注并预见客人的需求 * 6 Basic Service Expectations 六 项 关 于 服 务 的 基 本 期 望 Courteous 彬彬有礼 Fast 迅捷 Friendly 友好 Complete 完整 Attentive 周到 Helpful 乐于提供有效帮助 * Personal Service Techniques 个人服务技巧 Maintain a positive attitude 保持积极的服务态度 Beattentive to the needs of the guest 关心客人的需求 Use “Smiling Body Language” : maintaining eye contact, smiling, using controlled yet