酒店之顾客服务培训

1WelcomeTo…..欢迎参加CustomerServiceTraining顾客服务培训2LessonObjectives课程目标•ExplaintheImportanceofCustomerService解释对客服务的重要性•GiveexamplesofGoodService&BadService例举优质服务及劣质服务•List&Explainthe7ServicePrinciples•列出并解释七项服务原则3LessonOutline课程目录•Introduction简介•LessonObjectives课程目标•3FactorsforChange变化的3项要素•WhoIsACustomer谁是顾客•TypesofCustomers顾客的类型•WhatisService什么是服务•WhatisGoodService什么是优质服务•6BasicServiceExpectations六项关于服务的基本期望•PersonalServiceTechniques个人服务技巧•HonoringtheContract信守合同•MomentsofTruth真实的时刻•TheBenefitsofProvidingSuperiorService提供优质服务的好处•The7ServicePrinciplesofExcellentService优质服务的七项原则•ContributingFactors-CustomerService其他要素－对客服务453FactorsforChange变化的3项要素•Howto?怎样•Willingness愿意•Time/Practice时间/实践6YouLearnInLifeThatTheOnlyPersonYouCanReallyChangeIsYourself从生活中你学到:唯一能够真正改变的是你自己-KatharineHepburn7WhoisaCustomer?谁是顾客•Themostimportantpersontocomeintothishotel/organizationwhetherinperson,onthephone,orbymail•Thepersonwhoultimatelypaysmypaycheck•凡是进入我们酒店的都是重要客人，无论是亲自来访，还是打电话或是写信。•顾客就是那些最终付给我们工资的人。8TypesofCustomers宾客的类型•InternalCustomers内部客人•ExternalCustomers外来客人9WhatIsService?什么是服务•Smilesforeveryone向所有人微笑•Excellenceineverythingwedo我们做事力求完美•Reachingouttoeveryguestwithhospitality•热情款待每一位客人•Viewingeveryguestsasspecial重视每位客人•Invitinggueststoreturn欢迎客人再次光临•Creatingawarmatmosphere创造热情的氛围•Eyecontactthatshowswecare眼神的交流表明我们的关心106ItemsRatedByGuestInGSTSGSTS中客人对员工的6项评价•AbilityofStafftoAnticipateGuestNeeds员工对客人需求的预见能力•AttentivenessofStaff员工对客人的关注程度•PromptnessofStaffinFulfillingGuestRequests员工完成客人所提出要求的及时性•AccuracyofStaffinFulfillingGuestRequests员工完成客人所提出要求的准确性•KnowledgeofStaff员工的知识•AttitudeofStaff员工的态度11PersonalServiceTechniques个人服务技巧•Maintainapositiveattitude保持积极的服务态度•Beattentivetotheneedsoftheguest关心客人的需求•Use“SmilingBodyLanguage”:maintainingeyecontact,smiling,usingcontrolledyetexpressivehandandbodymovementstosendmessagestotheguestofapositiveattitude•运用“微笑的形体语言”：眼睛要注视着对方并保持微笑；运用节制而有表现力的手及形体动作，向顾客展示积极的态度。12PersonalServiceTechniques个人服务技巧•Usetactfulwords运用灵活的语言•Callthecustomerbyname称呼客人的姓名•Useafriendlytoneofvoice语气友好•Offerhelpfulsuggestions主动提供有帮助的建议•Usesuggestivesellingskillstopromotehotelfeaturesandservicetotheguest•运用建设性销售技巧，向顾客推销酒店的设施及服务13HonoringTheContract信守合同•CUSTOMERSATISFACTIONISOURFIRSTCONCERN•顾客的满意是我们的•第一关注14MomentofTruth紧要关头•MomentofHorror恐怖的时刻•MomentofMisery痛苦的时刻•MomentofSatisfaction满意的时刻•MomentofDelight惊喜的时刻15CustomerSatisfaction宾客的满意度•ExpectationQuality…..Dissatisfaction•期望值服务质量…..不满意•Expectation=Quality…..Satisfaction•期望值=服务质量…..满意•RepeatGuestIsWhatWeWant!•回头客人是我们所要的16The7PrinciplesofExcellentService卓越服务的七项服务原则1.Warmlygreetandacknowledgeeveryguestencountered热情认知并招呼遇到的每位顾客2.Takecareofeveryguest’srequestquicklyandinafriendlymanner以友好的方式尽快满足顾客的要求3.Projectaprofessionalimagethroughappearanceandconduct通过仪表和行为创造专业形象17The7PrinciplesofExcellentService卓越服务七项原则4.Becommittedtoguestcomfortandsafety致力于注重顾客的舒适与安全5.Providereliableandaccurateinformationabouttheservicesavailableinthehotelandthelocalarea针对酒店和本地的服务提供可靠的信息18The7PrinciplesofExcellentService卓越服务七项原则6.Treatco-workersandsubordinateswiththesamecourtesyandrespectthatyouexpectofthemwhentheydealwiththeguest礼貌对待同事和下级并尊重他们，正如同你希望他们也如此对待顾客一样7.Worktomakeeverythingrightfortheguest努力为顾客做好每一件事19CustomerService…..对客服务…..•ProblemSolvingSkills处理问题的技巧•ListeningSkills聆听的技巧•HandlingDifficult/AngryCustomers处理有问题/生气的客人•Feedback/GSTS顾客反馈•Teamwork团队协作精神20Questions??Smile&HaveANiceDay!