1、Service Excellence優(yōu)質(zhì)服務(wù)課程 Modules 簡(jiǎn)介優(yōu)質(zhì)服務(wù) Introduction to Service Excellence 為客人做到 Making it Happen! 使客人滿意的責(zé)任 Taking Responsibility for Guest Satisfaction 目標(biāo) Objectives 識(shí)別顧客與如何提供主動(dòng)服務(wù) Be able to identify a guest & what you can do to provide proactive service. 解釋溫德姆優(yōu)質(zhì)服務(wù)理念各要素 Be able to explain the e

2、lements of Wyndhams Service Excellence concept. 描述身體語(yǔ)言的六個(gè)必備要素Describe the 6 essential categories of body language 解釋投訴與我的四個(gè)重點(diǎn)Explain the 4 keys about complaints & you 解釋為什么正確態(tài)度對(duì)提供優(yōu)秀客戶服務(wù)是至關(guān)重要的 Explain why having the right attitude is vital to good guest service第一段 Introduction to Service Excellen

3、ce 目標(biāo) Objectives 解釋工作最基本的要素 Explain the basic elements of a business 解釋如何識(shí)別顧客并預(yù)見(jiàn)到客人的需求 Explain how to identify a guest & ways of anticipating their needs 描述創(chuàng)造特殊時(shí)刻意識(shí)和歡迎意識(shí)的方法Describe ways of creating a sense of occasion & welcome公司的基本原理 The basic elements of a business 溫德姆至尊豪庭做什么樣的生意？ What bus

4、iness is Wyndham Grand Plaza Royale in? 五個(gè)P The 5 Ps Place 地點(diǎn)，環(huán)境 Product 產(chǎn)品 Promotions 促銷 People 員工 Patrons 顧客誰(shuí)是客人 What is a Guest? 客人是我們運(yùn)營(yíng)的一部分，并不是外人 A guest is a part of our operation, not an outsider 客人并不只是收訖處的資金 A guest is not just money in the cashier. 客人是帶著需求來(lái)找我們的人.A guest is a person who comes

5、 to us with wants and needs. 客人在任何酒店都是最重要的人 A guest is the most important person in any hotel. 客人來(lái)我們酒店就是幫了我們的忙 A guest does us a favor by coming to our hotel. 客人到底買(mǎi)什么？ What do people really buy? 客人買(mǎi)的不僅是服務(wù)/產(chǎn)品，而是更多； People buy much more than the basic product or service 買(mǎi)滿意，買(mǎi)一次經(jīng)歷 ！ They buy satisfacti

6、on, they buy an experience!預(yù)測(cè)客人的需要 Anticipating guest needs 什么是帶孩子的客人的正常需求？ What are the common requests from a guest with a child? 出公差的客人的正常需求是什么？ What are the common requests from a guest here on business? 單身女賓的正常需求是什么？ What are the common requests from a single woman guest? 超前的思維 Proactive 在客人提出要

7、求前，預(yù)見(jiàn)性地提供給客人主動(dòng)的幫助 Taking initiative and anticipating guests needs before they ask 示例： 客人在餐廳吃飯 客人覺(jué)得不舒服 客人過(guò)生日 一切盡在溫德姆！ It happens at the Wyndham! 最重要的就是那些小事 It is the little things that count 讓客人感到快樂(lè) Make their day 我的榮幸 Its my pleasure 意料之外、難以置信 Surprising, unbelievable特別時(shí)刻意識(shí)特別時(shí)刻意識(shí) Sense of Occasion特別

8、時(shí)刻意識(shí) Sense of OccasionBasic 基本第一級(jí) Stage 1 - Before the event 服務(wù)之前 認(rèn)識(shí)你的客人Know your customer 查看他們的入店檔案check their profile 把客人的喜好用小本子記下來(lái) keep a log book with guests preferences 如果事件一再重復(fù)就不可稱為“特別時(shí)刻”了 If the event is repetitive it no longer qualifies as an occasion 預(yù)見(jiàn) Anticipation.第二級(jí) Stage 2 - During the

9、 event 服務(wù)過(guò)程中 參與其中Be there 百分之百注意客人 Pay full attention to the guest 與客人的目光接觸 Eye contact第三級(jí) Stage 3 - After the event 服務(wù)之后 反饋 Feedback 客人滿意程度調(diào)查 SALT 神秘檢查團(tuán)報(bào)告 客人的投訴、意見(jiàn) Guest Comments歡迎意識(shí) Sense of Welcome 客人到達(dá)機(jī)場(chǎng)就已經(jīng)開(kāi)始了 Starts when the guest arrives at the airport 你的朋友到三亞來(lái)看你 A friend is visiting you in Sa

10、nya總結(jié) Summary我們業(yè)務(wù)范圍是什么？What business are we in?工作的五要素是？ What are the 5 elements of a business?誰(shuí)是我們的客人 Who are our guests?客人真正想要的是什么？What do guests really buy? 我們?nèi)绾蝿?chuàng)造特別時(shí)刻意識(shí)感？ How do we create a sense of occasion? 我們?nèi)绾萎a(chǎn)生歡迎意識(shí)？How do we create a sense of welcome?第二段 Making it Happen Making it Happen! 一切

11、盡在溫德姆！一切盡在溫德姆！ 我們?nèi)绾螠贤?How do we communicate?我們的服務(wù)用語(yǔ) The words we use我們說(shuō)話的音調(diào) The tone of voice in which we deliver them陪同客人時(shí)的肢體語(yǔ)言 The body language in which we accompany them5個(gè)知覺(jué)5 senses 5 個(gè)知覺(jué) senses: 視覺(jué) Sight 聽(tīng)覺(jué) Hearing 觸覺(jué) Touch 味覺(jué) Taste 嗅覺(jué) Smell5%85%10%當(dāng)我們的肢體語(yǔ)言與我們想說(shuō)的話一致時(shí)，對(duì)我們的語(yǔ)言表達(dá)有促進(jìn)作用 When our body

12、 language is synchronized with WHAT we are saying, it supports our verbalcommunication. 第六要素 The essential six 姿勢(shì) Posture 手勢(shì) Gestures 臉部 The face 眼睛 The eyes 音調(diào) Tone of voice 距離 Proximity姿勢(shì)Posture 頭部、肩膀、臀部和腳的角度 Angle of head, shoulders, hips and feet 手臂和腿的角度Angle of arms and legs 向后靠說(shuō)明想休息Lean back t

13、o indicated relaxation 向前傾說(shuō)明關(guān)注Lean forward to indicate attentiveness手勢(shì) Gestures 人們用手可以做些什么？ What do people do with their hands? 人們用手指可以做些什么？ What do people do with their fingers? -當(dāng)他們緊張時(shí)？ When they are nervous? -當(dāng)他們生氣時(shí)？ When they are angry? -當(dāng)他們想責(zé)怪、投訴時(shí)？ When they are accusing? 臉部 The face 臉部最富有表達(dá)能力的

14、部位是哪些？ Which are the most expressive parts of the face? 我們?nèi)绾伪鎰e某人How can we tell if someone is： 愉悅的驚喜Pleasantly surprised 不愉快的吃驚Unpleasantly surprised 焦慮Anxious 生氣Angry 擔(dān)心Concerned 不信任Disbelieving眼睛 The eyes 為什么目光接觸是那么重要 Why is eye contact so important? 如果一個(gè)人不敢用眼睛直視我們，我們覺(jué)得怎樣？ If a person is reluctant

15、 to look at us in the eye what conclusions do we make? 多少目光接觸是舒服的？ How much eye contact is comfortable? 音調(diào) Tone of voice 某人的聲音很平靜，我們認(rèn)為如何？ What do we conclude if someones voice is quiet? 某人的聲音很大很快，我們將如何評(píng)價(jià)？ What judgements do we make if someones voice is loud and fast? 從音量、音速、音高評(píng)價(jià)某人 How can we tell by

16、 volume, pace and pitch if someone is: 無(wú)聊的bored 沒(méi)有耐心impatient 很高興見(jiàn)到我們pleased to see us距離 Proximity 我們與下列的人群有怎樣的距離 How close do we want to be to : 陌生人a stranger 客人a guest 團(tuán)隊(duì)成員a team member 親密的家庭成員a close family member 當(dāng)個(gè)人空間被占用時(shí)，人們是何感受？ How do people feel when their personal space is invaded? 投訴和你 Com

17、plaints and You員工犯錯(cuò)誤，系統(tǒng)出故障，設(shè)備不運(yùn)轉(zhuǎn) People make mistakes, systems go wrong, equipment breaks down真正要測(cè)試的是當(dāng)出現(xiàn)問(wèn)題時(shí)，我們?nèi)绾畏磻?yīng) The real test is how we react when something does go wrong如果這種狀況處理得當(dāng)，那么結(jié)果將是共贏的 If such situations are handled well, everyone wins: 客人- 知道有人照料他們 The guests - because they know they have

18、been looked after - 你- 感覺(jué)你成功地完成了一件事 You - because you feel that you have achieved something 溫德姆至尊豪廷酒店Wyndham Grand Plaza Royale客人的投訴 Guest Complaints練習(xí)：對(duì)或錯(cuò)Exercise: True or False客人如沒(méi)有原因是不會(huì)投訴的 Guests do not complain without reason他們的投訴并不針對(duì)你本人 They are not complaining at you personally如果這位客人易激動(dòng)，咄咄逼人或很

19、粗魯 If this customer is being emotional, aggressive, or rude投訴和你 Complaints and You處理投訴的四步驟處理投訴的四步驟Four Steps for Dealing with Complaints 認(rèn)知客人的投訴并聆聽(tīng)Acknowledge the customer and listen 詢問(wèn)事情經(jīng)過(guò)Ask for the facts 恰當(dāng)?shù)姆磻?yīng)React appropriately 兩種方法從該狀況中吸取教訓(xùn)Learn the situation in two ways總結(jié) Summary 我們交流的三種方法是什么？

20、 What are the 3 ways in which we communicate? 什么是六要素？ What are the essential six? “投訴和你”需要記住哪四個(gè)關(guān)鍵要素？ What are the 4 keys to remember about Complaints and you? 第三段 Taking Responsibility for Guest Satisfaction 使客人滿意是我們的責(zé)任使客人滿意是我們的責(zé)任 Taking Responsibility for Guest Satisfaction態(tài)度決定一切-選擇你的態(tài)度 Attitude is

21、 everything - choose your attitude大腦既可以記錄也可以回放 The brain is equally capable of recording as well as playback 如要重演, 感覺(jué)和情緒勝于事實(shí)和數(shù)據(jù) It is feelings and emotions that are replayed rather than facts and figures.感覺(jué)和情緒是難忘的，但不一定都是有合理的原因的 The feelings and emotions are memorable, but not necessarily for a good reason.讓客人滿意是誰(shuí)的責(zé)任？ Who is responsible for guest satisfaction? 場(chǎng)景1和2是否要公司付出很大的努力？ Did it take much effort for the company in scene 1 and 2? 對(duì)公司來(lái)講，什么是好的投資？ Was that a good investment on the part of the company? 誰(shuí)持有最積極的態(tài)度？什么人特別喜愛(ài)他們的工作？ W