景区服务与管理咨询服务管理景区游客中心服务咨询服务管理.pptxVIP

当面咨询服务 (services of face to face consultation) 了解最新的本景区动态信息，包括景区内开展活动的内容、时间表等 To learn the latest dynamic information of the scenic spot, including the contents and timetable of the activities 熟知对本地及周边区域的景区情况及交通情况 To know local scenic spots and the surrounding traffic conditions well 准时上岗，按规定着装，化妆得体 To go to work on time with the requiring wearing and makeup 1 认真参加班前会 To attend the pre - job meetings actively 做好咨询台周边的卫生工作，以饱满的精神状态准备迎接游客 To clean the workplace and be ready for greeting tourists 阅读工作日志，了解前些天游客咨询的主要内容 To read the work log and obtain the main contents of the tourists’ consultation of the recent days 2 接受游客问询时，以示尊重与诚意，专心倾听，具有眼神交流 Listen to tourists’ consultation respectfully and sincerely, with eye contact 答复游客的问询，要做到有问必答，不含糊其辞；确实无法回答，要向游客表示歉意，说“对不起，这个问题我现在无法回答，让我了解清楚再告诉您。” To reply what the tourists have asked clearly, or to say“I can’t tell you now, and I’d like to tell you after a query.” 3 如果多人同时问询，应先问先答，急问急答，注意客人情绪，避免怠慢，使不同问询的游客都能得到适当的接待和满意的答复 If there is more than one tourist, the staff should answer the ones who come earlier and who have urgencies. The staff should try their best to satisfy every tourist and avoid neglect. 在咨询工作中遇到疑难问题，应灵活应变，事后应积极寻找答案，积累经验 If encountering difficult problems in answering the tourists, the staff should respond skillfully and seek answers later. 4 注意礼貌用语，不得随意征询游客隐私，言谈不偏激、不夸张。 When talking with tourists, the staff should be polite and should not ask tourists private questions. 工作时不要与他人闲聊或大声说话 Do not gossip or talk loudly with others during the work time. 遇急事不要奔跑，以免造成游客紧张 Do not run in case of urgency, which will cause tourists’ tension. 5 适当控制与游客的咨询对话，不要和一位游客谈话太久，而忽略了其他需要服务的游客 Don’t talk too long with one tourist, while ignoring other tourist in need of services. 做好当天的工作记录，关闭相应设备，清扫工作场所 To record the main points of that day’s work, to close the corresponding equipments, and to clean the workplace 6 电话咨询服务规范(services of telephone consultation) 了解最新的本景区动态信息，包括景区内开展活动的内容、时间和参加办法等。 To learn the latest dynamic informatio