优质服务传递简介.ppt

优质服务传递 Delivery of Quality Service Gloria Touch JUNE, 2008 Version for Staff 第一页，共十八页。 T Thoughtfulness 体贴周到 O Oriental Service 东方文化 U U-are-special 特别礼遇 C Care 无微不至 H Heart 源自内心 “Gloria Touch”中 “Touch” 每个字母分别代表 Gloria Touch 第二页，共十八页。 服务Service 顾客需求Customer’s Needs 持续地 All the Time 满足 Meeting 服务就是在任何时间满足客人的需求 Service is Meeting the Customer’s Needs On Time All the Time Gloria Touch 第三页，共十八页。 不只为客人提供产品和服务， 还要使他们成为 回头客，最终成为忠诚客户 Our Goal is not only to send them out the door with a product or service, but also to keep them coming back for more, all the time, until become the loyal customers! 我们的目标 Our Goal Gloria Touch 第四页，共十八页。 Touch 1: 了解客人 Know Your Customer Touch 2: 预知与确定顾客需求 Customer Needs Touch 3: 竭尽全力 Do our Best Touch 4: 服务补救 Service Recovery 通过优质对客服务超越顾客期望值 Exceed Customer Expectation with Gloria Touch Gloria Touch 第五页，共十八页。 Touch 1: 了解客人 Know Your Customer (Recognition) 尊重客人 Give customers respect 提供个性服务 Treat them as an individual 使客人了解我们愿意满足他们要求的意愿 Make them feel you want to satisfy their needs Gloria Touch 第六页，共十八页。 怎样尊重并感激客人？ How to show Respect Appreciation? 微笑服务目光交流 Smile Eye contact 用姓氏称呼客人 Greeting Guest by Name 热情礼貌，问候客人 Be courteous 善用称赞 Compliment 送别客人 Farewell Gloria Touch 第七页，共十八页。 Gloria Touch 案例分享 Case Sharing 不喜言笑的客人… A introverted customer… 第八页，共十八页。 Touch 2: 顾客需求：预知与确定 Customer Needs: Anticipating Determining 在客人提出要求之前提供服务 即提供超前服务 为客人带来惊喜 To offer and serve before being asked - will bring about customer satisfaction Wow! Gloria Touch 第九页，共十八页。 如何能够预知与确定顾客需求？ How to anticipate and determine customer needs? 阅读 Reading 倾听 Listening 观察 Observing Gloria Touch 第十页，共十八页。 Gloria Touch 案例分享 Case Sharing 一位教授住店… A Professor in our hotel… 第十一页，共十八页。 Touch 3: 竭尽全力 Doing Our Best 绝不说“不” Never say no 负起责任 Be responsible ( take ownership ) “一站式”服务 One-stop-service Gloria Touch 第十二页，共十八页。 Gloria Touch 2008年的那一场雪… A heavy snow in 2008… 案例分享 Cas