服务行业宾客服务培训资料.pptVIP

What are the ways you can convey a genuine, caring attitude towards your guests? 您还可以怎样向业主表示 您的真诚和关心？ 给予业主个性化的认知 Recognition 不仅仅将业主当成家庭中的一员，而是给予他们每人个性化的酬谢，使他们感到自己在这里很重要，受到重视。 灵 活 Flexibility 不仅仅照章处理问题, 而是将业主当做独特的个体，用灵活的态度满足他们的需求 * 您将学到 What you would know 我们的目标 Our Vision 您如何看待业主 What is a guest？ 业主满意度与忠实感为何如此重要 Why Customer Loyalty is so important? 获得业主满意度与忠实感的六个原则 What is the most important factor in attaining Guest loyalty? 您 如 何 看 待 业 主 The Customer is……. ? 业主永远是 VIP The customer is always VIP. ? 业主是我们工作的目的而不是对我们工作的打断。 The customer is our working aim instead of interrupting our working. ? 业主是在帮助我们而不是我们帮助业主。 The customer is helping us instead of our help guests. 您 如 何 看 待 业 主 The Customer is……. ? 业主是让我们存在的原因。 The customer is the reason letting us exist. ? 不能与业主争论或分辩对错，没有人能在 与业主的争论中赢得胜利。 Dont dispute with customer,nobody can win in such dispute. ? 业主不是一个枯燥乏味的数字，他是人，和我们 一样有偏见、感觉和情感 A guest is not a statistic - a name on the reservation book he is a human being with bias, prejudice, feelings and emotions like our own. 您 如 何 看 待 业 主 The Customer is……. ? 业主是带着他的需要来的。我们的工作就是 让业主获利也让我们获利。 A guest is a person who brings us his wants. It is our job to fill him “profitably” - to him and ourselves. NEVER FORGET In the final analysis it is again the guests who makes our hotel A Success 我们的成功有赖于每位业主 ? 有哪些因素影响业主的感受? Why Guests Never Return? ? 受朋友影响 ? 被其他物业影响 ? 对住宅设施及服务不满 ? 对员工态度不满 Bad Service 糟糕的服务 Discourteous Inefficient Employees 不礼貌和无效率的员工 Guess needs not fulfilled 业主的需求得不到满足 Dissatisfied Customer Never Return 不满意我们服务的业主会一直抱着消极的态度 Will tell at least 9 friends 不满的业主会将他的遭遇告诉至少9个朋友 And others 糟糕的服务所导致的其他后果 And more others 糟糕的服务所导致的更多的后果 Good Service 满意的服务 Friend, Courteous, Efficient Service 友好的，礼貌的，有效率的服务 Guess Satisfaction 业主满意 Guests dependent on us 业主依赖于我们 Guests put trust in us 业主信任我们 Constant good Servic