(5)优质服务传递.pptxVIP

;Q1 酒店 是什么？ What is a Hotel ？;服务！服务！服务！ Service! Service! Service !;Q2 服务为什么重要? Why Service is important? ;;激烈的市场竞争 Intense competition 顾客期望值越来越高 Higher customer expectations 同行业产品类似 Similar products in the market place;Q3 服务是什么? What is Service? ;;Q4 谁是顾客？ Who is the Guest?;;Q5 服务的目标是什么？ What is our goal of delivery service?;;Q6 什么是忠诚客户 What is Customer Loyalty?;反复光顾 Repeat Guest 强烈推荐 Strong recommendation to others 排斥其他竞争对手 Refuse to go to competitor;Q7 怎样创造顾客忠诚度？ How to Create Customer Loyalty?;公平原理 Balanced Principle ;Q8 怎样超越顾客期望值？ How to Exceed Customer Expectation? ;第一步