优质服务传递简介

Click to edit Master title style,Click to edit Master text styles,Second level,Third level,Fourth level,Fifth level,*,Click to edit Master title style,Click to edit Master text styles,Second level,Third level,Fourth level,Fifth level,Click to edit Master title style,Click to edit Master text styles,Second level,Third level,Fourth level,Fifth level,Click to edit Master title style,Click to edit Master text styles,Second level,Third level,Fourth level,Fifth level,*,Click to edit Master title style,Click to edit Master text styles,Second level,Third level,Fourth level,Fifth level,*,Click to edit Master title style,Click to edit Master text styles,Second level,Third level,Fourth level,Fifth level,*,Click to edit Master title style,Click to edit Master text styles,Second level,Third level,Fourth level,Fifth level,*,Click to edit Master title style,Click to edit Master text styles,Second level,Third level,Fourth level,Fifth level,*,Click to edit Master title style,Click to edit Master text styles,Second level,Third level,Fourth level,Fifth level,*,Click to edit Master title style,Click to edit Master text styles,Second level,Third level,Fourth level,Fifth level,*,Click to edit Master title style,Click to edit Master text styles,Second level,Third level,Fourth level,Fifth level,*,Click to edit Master title style,Click to edit Master text styles,Second level,Third level,Fourth level,Fifth level,*,Click to edit Master title style,Click to edit Master text styles,Second level,Third level,Fourth level,Fifth level,*,Click to edit Master title style,Click to edit Master text styles,Second level,Third level,Fourth level,Fifth level,*,优质服务传递,Delivery,of Quality Service,Gloria Touch,JUNE, 2008,Version for Staff,T Thoughtfulness,体贴周到,OOriental Service,东方文化,UU-are-special,特别礼遇,CCare,无微不至,H Heart,源自内心,“Gloria Touch”,中,“,Touch”,每个字母分别代表,Gloria Touch,服务,Service,顾客需求,Customers 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 Customers Needs,On Time & All the Time,Gloria Touch,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,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,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,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,Gloria Touch,案例分享,Case Sharing,不喜言笑的客人,A introverted customer,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,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,Gloria Touch,案例分享,Case Sharing,一位教授住店,A Professor in our hotel,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,Gloria Touch,2008,年的那一场雪,A heavy snow in 2008,案例分享,Case Sharing,Touch 4:,服务补救,Service Recovery,重获客人信任,To regain the customer:,投诉的客人,忠实客人,COMPLAINING LOYAL,CUSTOMER CUSTOMER,RECOVERY,Gloria Touch,补救步骤,Steps In Service Recovery,倾听,Listening,道歉,Apologize,解决,Remedy,跟进,Follow - Up,Gloria Touch,案例分享,Case Sharing,两位客人受困电梯,Two Customers stranded in elevator,13,12,Gloria Touch,服务,Service,顾客需求,Customer needs,持续地,The Time,满足,Meeting,很荣幸为您服务！,Im happy to serve you!,Gloria Touch,