酒店之顧客服務(wù)培訓(xùn)

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歡迎參加CustomerServiceTraining用戶服務(wù)培訓(xùn)1第1頁LessonObjectives

課程目標(biāo)ExplaintheImportanceofCustomerService解釋對(duì)客服務(wù)重要性GiveexamplesofGoodService&BadService例舉優(yōu)質(zhì)服務(wù)及劣質(zhì)服務(wù)List&Explainthe7ServicePrinciples列出并解釋七項(xiàng)服務(wù)原則2第2頁LessonOutline課程目錄Introduction 簡介LessonObjectives課程目標(biāo)3FactorsforChange變化3項(xiàng)要素WhoIsACustomer誰是顧客TypesofCustomers顧客類型WhatisService什么是服務(wù)WhatisGoodService什么是優(yōu)質(zhì)服務(wù)6BasicServiceExpectations六項(xiàng)關(guān)于服務(wù)基本期望PersonalServiceTechniques個(gè)人服務(wù)技巧HonoringtheContract信守合同MomentsofTruth真實(shí)時(shí)刻TheBenefitsofProvidingSuperiorService提供優(yōu)質(zhì)服務(wù)好處The7ServicePrinciplesofExcellentService優(yōu)質(zhì)服務(wù)七項(xiàng)原則ContributingFactors-CustomerService其他要素－對(duì)客服務(wù)3第3頁4第4頁3FactorsforChange

變化3項(xiàng)要素Howto?怎樣Willingness愿意Time/Practice時(shí)間/實(shí)踐5第5頁YouLearnInLifeThatTheOnlyPersonYouCanReallyChangeIsYourself從生活中你學(xué)到:唯一能夠真正改變是你自己-KatharineHepburn6第6頁WhoisaCustomer?

誰是顧客Themostimportantpersontocomeintothishotel/organizationwhetherinperson,onthephone,orbymailThepersonwhoultimatelypaysmypaycheck凡是進(jìn)入我們酒店都是重要客人，無論是親自來訪，還是打電話或是寫信。顧客就是那些最終付給我們工資人。7第7頁TypesofCustomers

賓客類型InternalCustomers 內(nèi)部客人ExternalCustomers 外來客人

8第8頁WhatIsService?

什么是服務(wù)Smilesforeveryone向所有人微笑Excellenceineverythingwedo我們做事力求完美Reachingouttoeveryguestwithhospitality

熱情款待每一位客人Viewingeveryguestsasspecial重視每位客人Invitinggueststoreturn歡迎客人再次光臨Creatingawarmatmosphere創(chuàng)造熱情氛圍Eyecontactthatshowswecare眼神交流表明我們關(guān)心9第9頁6ItemsRatedByGuestInGSTS

GSTS中客人對(duì)員工6項(xiàng)評(píng)價(jià)

AbilityofStafftoAnticipateGuestNeeds員工對(duì)客人需求預(yù)見能力AttentivenessofStaff員工對(duì)客人關(guān)注程度PromptnessofStaffinFulfillingGuestRequests員工完成客人所提出要求及時(shí)性AccuracyofStaffinFulfillingGuestRequests員工完成客人所提出要求準(zhǔn)確性KnowledgeofStaff員工知識(shí)AttitudeofStaff員工態(tài)度10第10頁P(yáng)ersonalServiceTechniques

個(gè)人服務(wù)技巧Maintainapositiveattitude

保持積極服務(wù)態(tài)度Beattentivetotheneedsoftheguest關(guān)心客人需求Use“SmilingBodyLanguage”:maintainingeyecontact,smiling,usingcontrolledyetexpressivehandandbodymovementstosendmessagestotheguestofapositiveattitude

運(yùn)用“微笑形體語言”：眼睛要注視著對(duì)方并保持微笑；運(yùn)用節(jié)制而有表現(xiàn)力手及形體動(dòng)作，向顧客展示積極態(tài)度。11第11頁P(yáng)ersonalServiceTechniques

個(gè)人服務(wù)技巧Usetactfulwords運(yùn)用靈活語言Callthecustomerbyname稱呼客人姓名Useafriendlytoneofvoice語氣友好Offerhelpfulsuggestions主動(dòng)提供有幫助建議Usesuggestivesellingskillstopromotehotelfeaturesandservicetotheguest運(yùn)用建設(shè)性銷售技巧，向顧客推銷酒店設(shè)施及服務(wù)12第12頁HonoringTheContract

信守合同CUSTOMERSATISFACTIONISOURFIRSTCONCERN顧客滿意是我們第一關(guān)注13第13頁MomentofTruth

緊要關(guān)頭MomentofHorror恐怖時(shí)刻MomentofMisery痛苦時(shí)刻MomentofSatisfaction滿意時(shí)刻MomentofDelight驚喜時(shí)刻14第14頁CustomerSatisfaction

賓客滿意度Expectation>Quality…..Dissatisfaction期望值>服務(wù)質(zhì)量…..不滿意Expectation=Quality…..Satisfaction期望值=服務(wù)質(zhì)量…..滿意RepeatGuestIsWhatWeWant!回頭客人是我們所要15第15頁The7PrinciplesofExcellentService

卓越服務(wù)七項(xiàng)服務(wù)原則Warmlygreetandacknowledgeeveryguestencountered 熱情認(rèn)知并招呼遇到每位顧客2. Takecareofeveryguest’srequestquicklyandinafriendlymanner 以友好方式盡快滿足顧客要求3. Projectaprofessionalimagethroughappearanceandconduct 通過儀表和行為創(chuàng)造專業(yè)形象16第16頁The7PrinciplesofExcellentService

卓越服務(wù)七項(xiàng)原則4.

Becommittedtoguestcomfortandsafety 致力于注重顧客舒適與安全5. Providereliableandaccurateinformationabouttheservicesavailableinthehotelandthelocalarea 針對(duì)酒店和本地服務(wù)提供可靠信息17第17頁The7PrinciplesofExcellentService

卓越服務(wù)七項(xiàng)原則6. Treatco-workersandsubordinateswiththesamecourtesyandrespectthatyouexpectofthemwhentheydealwiththeguest

禮貌對(duì)待同事和下級(jí)并尊重他們，正如同你希望他們也如此對(duì)待顧客一樣7. Worktomakeeverythingrightfortheguest 努力為顧客做好每一件事18第18頁CustomerService…..