优质服务3812282962

优质服务传递DeliveryofQualityServiceJUNE,2008VersionforStaffTThoughtfulness体贴周到OOrientalService东方文化UU-are-special特别礼遇CCare无微不至HHeart源自内心“GloriaTouch”中“Touch”每个字母分别代表服务Service顾客需求Customer’sNeeds持续地AlltheTime满足Meeting服务就是在任何时间满足客人的需求ServiceisMeetingtheCustomer’sNeedsOnTime&AlltheTime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OurGoalisnotonlytosendthemoutthedoorwithaproductorservice,butalsotokeepthemcomingbackformore,allthetime,untilbecometheloyalcustomers!我们的目标OurGoalTouch1:了解客人KnowYourCustomerTouch2:预知与确定顾客需求CustomerNeedsTouch3:竭尽全力DoourBestTouch4:服务补救ServiceRecovery通过优质对客服务超越顾客期望值ExceedCustomerExpectationwithGloriaTouchTouch1:了解客人KnowYourCustomer(Recognition)尊重客人Givecustomersrespect提供个性服务Treatthemasanindividual使客人了解我们愿意满足他们要求的意愿Makethemfeelyouwanttosatisfytheirneeds怎样尊重并感激客人？HowtoshowRespect&Appreciation?微笑服务&目光交流Smile&Eyecontact用姓氏称呼客人GreetingGuestbyName热情礼貌，问候客人Becourteous善用称赞Compliment送别客人Farewell案例分享CaseSharing不喜言笑的客人…Aintrovertedcustomer…Touch2:顾客需求：预知与确定CustomerNeeds: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Toofferandservebeforebeingasked-willbringaboutcustomersatisfactionWow!如何能够预知与确定顾客需求？Howtoanticipateanddeterminecustomerneeds?阅读Reading倾听Listening观察Observing案例分享CaseSharing一位教授住店…AProfessorinourhotel…Touch3:竭尽全力DoingOurBest绝不说“不”Neversayno负起责任Beresponsible(takeownership)“一站式”服务One-stop-service2008年的那一场雪…Aheavysnowin2008…案例分享CaseSharingTouch4:服务补救ServiceRecovery重获客人信任Toregainthecustomer:投诉的客人忠实客人COMPLAININGLOYALCUSTOMERCUSTOMERRECOVERY补救步骤StepsInServiceRecovery倾听Listening道歉Apologize解决Remedy跟进Follow-Up案例分享CaseSharing两位客人受困电梯…TwoCustomersstrandedinelevator…1312服务Service顾客需求Customerneeds持续地TheTime满足Meeting