管理类人力资源管理、企业文化、咨询方案等对客服务.pptVIP

KEMPINSKI HOTELS - People Training KEMPINSKI HOTELS - People Training Kempinski Fundamentals 凯宾斯基基础课程 ?The K-Factor“ 凯宾斯基要素 People Business Part 1 Session plan 课程计划 Workbook 业务手册 Handout 资料 Pre-reading: 预习 /articles/customerservice.html / / For the Trainer 至培训师 Agenda 课程安排 Definition of quality service 品质和服务的定义 Guest expectations  顾客的期望 Individual service  个性化服务 1hours  1小时课程 Group work, role play 分组讨论，角色扮演 By the end of this session you will be able to课程结束后你将能够： Define Kempinski service 理解凯宾斯基服务 Describe how we add value说明如何通过服务增加价值 D