课件一：体育场馆观众服务的核心期望.ppt

CORE EXPECTATIONS FOR GUEST SERICE WORKSHOP 客服工作的核心期望,Service Performance Questionnaire 服务表现调查,Place a Check Mark next to the Places where you have Consistently received Poor Customer Service 请在你觉得一直受到最糟糕客服的地方旁做记号 Place a Check Mark next to the Places where you have Consistently received Excellent Customer Service 请在你觉得一直受到最出色客服的地方旁做记号 What did the Employees Do? 这些地方的员工是怎么做的？ Be Ready to Share! 请与大家分享你的经验,We want Guests to be Fans of our Events, Teams and Facilities. But Just as Important, We Want Guests to be Fans of our Service! 我们希望顾客成为我们演出活动，团队和场馆的热衷者。但是还有点很重要，我们希望顾客成为我们服务的热衷者。,If Arena is Known for Superior Guest Service. 如果体育馆以优秀的客户服务著称.,Guests will Want to Attend our Events 客人将会参与我们的演出活动 Teams will Want to Play at our Facility 团队将会想要在我们的场馆演出 Entertainers will Want to Book our Facilities 娱乐公司将会希望借用我们的场地 Companies will Pay Big $ to Be our Sponsors 许多公司将会为成为我们的赞助商投入大笔资金,During this Workshop We Will. 此次培训中我们将.,Reflect on Moments of Truth 了解真实的一刻 Discuss the Needs of Guests 探讨顾客的需求 Learn the Core Expectations for Guest Service 领会客服的核心期望 Focus on Ways to Prevent Dissatisfied Guests 关注避免产生不满意经历的方法 Reflect on How to Have Fun at Work! 学习怎样在工作中获得乐趣！,What is a Moment of Truth? 什么是真实的一刻？,SCENE 1: Brian is taking Martha on a date to the U2 Concert at Arena; They pull up to the parking attendant and 场景1： Brian 和Martha 在讨论去体 育馆看U2演唱会； 他们开车停在了停车场专员这里，然后,What is a Moment of Truth?,SCENE 1 OUTCOMES: 场景1结果： a) The parking attendant greets them with a smile, comments on Brians hot car, asks Brian for $10 for parking and wishes them a fun evening 停车场专员微笑向他们问好，并对Brian的车子赞美 了一番，像他收取10美元停车费并希望他们晚上过得开心 b) The parking attendant smiles and asks for $10 停车场专员微笑并收取了10美元 c) The parking attendant is rude, complains about the long line of cars and asks for $10 停车场专员很不礼貌，抱怨队伍的长度并收取了10美元,What is a Moment of Truth?,SCENE 2: Betty has never been to Wukesong Arena but heard that the food at one restaurant is delicious. She walks up to an Usher and 场景2：Betty 从没来过五棵松体育馆但听说场馆内某个餐厅很棒，她走向一个领位员，之后.,What is a Moment of Truth?,SCENE 2 OUTCOMES: 场景2的结果： a) The Usher agrees that is it amazing food, asks for the guests name, escorts Betty to the restaurant and introduces her to the Host Person 领位员认同客人的意见，征询客人的姓名，带领Betty到达餐厅将她介绍给餐厅领位员 b) The Usher provides Betty with directions to the restaurant and wishes her a good evening 领位员给Betty指引去餐厅的路并希望她过得愉快 c) The Usher is leaning against a wall, is chewing gum and tells Betty that the restaurant is on the other side of the arena 领位员靠在墙上，边嚼着口香糖边告诉Betty这个餐厅在场馆的另外一端,What is a Moment of Truth?,SCENE 3: Kevin has ring side seats to a boxing match. He arrives to his seat after the bout has started and discovers that his chair is broken and that a drink has been spilled in the aisle next to his seat. He finds a Security Officer and 场景3： Kevin 要去看拳击比赛，他的座位在看台的周围。比赛开始后他才走到座位区，发现椅子已经损坏并且过道旁有饮料溅出。他找到了安保人员，之后.,What is a Moment of Truth?,SCENE 3 OUTCOMES: 场景3 结果： a) The Security Officer contacts Operations via radio, informs them of the seat location and issue. The Security Officer asks Juan to stand with an Usher near the entrance to his seat while he ensures no one slips on the spill and that a new seat is installed. The Security Officer then escorts Kevin to his seat. 安保人员通过对讲机和运营部联系，告知他们座位的地点和情况。安保人员要求领位员站在他座位的入口处以确保没有人滑倒，同时安装新的座位。然后这位保安护送Kevin到他的座位。 b) The Security Officer contacts Operations via radio, informs them of the seat location and issue and tells Kevin that he can return to his seat in 15 minutes. 保安通过对讲机与运营部联系，告知他们座位的地点和情况并同时告诉Kevin15分钟后他可以回到他的座位。 c) The Security Officer tells Kevin that this is not his job and that Kevin should go to the Guest Services Desk 保安告诉Kevin这不是他们的工作，让他去找客服部。,What is a Moment of Truth? 何谓真实的一刻？,DEFINITION: A brief interaction between an employee and a guest where the guest has a negative, satisfactory or positive experience. 定义：员工与客人之间短暂的互动，会导致客人拥有消极，满意或者积极的经验。,What is a Moment of Truth? 何谓真实的一刻？,First Impression Make It or Break It Moment Problem Resolution Moments that Create Memories,第一印象 成功还是失败 解决问题 制造回忆的时刻,The Four Basic Needs of Our Guests 客人的四项基本需要,The Need to be Understood 需要被理解 The Need to Feel Welcome 需要感到是受欢迎的 The Need to Feel Important 需要感到受重视 The Need to Feel Comfortable 需要感到舒适,The Need to Be Understood 需要被理解,The Need to Feel Welcome 需要感到是受欢迎的,The Need to Feel Important 需要感到受重视,The Need to Feel Comfortable 需要感到舒适,Recognize the guest first. Smile and offer him or her a friendly greeting. 首先要迎接客人。微笑并给予对方一个友好的问候。,Take personal responsibility to handle guest requests. 有个人责任感地处理客人的要求,Provide courteous service that exceeds guests expectations. 提供超越客人预期的彬彬有礼的服务,Guest Expectations & Moments of Truth 客人的预期&真实时刻,Guest Expectations 客人期望,Moment of Truth,LOW 低,HIGH 高,POSITVE 积极,NEGATIVE 消极,Disappointment 失望,Irritation 恼怒,Anger 发怒,Rage 暴怒,WOWD!,FAN!,Consistently use the guests name if it is known. Address him or her by name at least twice during lengthy interactions. 如得知客人的名字，始终用名字称呼。在长时间的交流中至少称呼客人的名字2次以上。,Apologize and respond quickly to guest complaints. Do everything possible to turn unhappy guests into satisfied guests. 对于客人的抱怨给予及时的道歉和响应。尽自己最大努力使客人转忧为喜。,Survey Says. 调查显示.,On average, how many people will one dissatisfied customer tell of his or her experience? 每一个不开心的客人平均会告诉多少个人关于他的经历？ 3 People 7 People 11 People 15 People,Survey Says.,These potential customers will repeat what they have heard. On average, how many people do they tell of their dissatisfaction? 这些潜在的客人会再转告其他人。那他们又会平均转告多少人呢？ 2 People 5 People 7 People 10 People,Bottom Line 归根结底,1 Negative Guest Service Experience 1次不开心的客服经历 For 1 of Arena Guests 发生在体育馆的1个客人身上 At 1 of our Numerous Events during a Year 在每年众多演出活动中的1次 More than 50 People could Hear About It! 会有超过50个人得知这件事！,Lets Practice! 让我们来练习！,ROLES: A business executive and Usher 角色： 商务人士和领位员 SCENE: The business executive has arrived for a meeting to be held in a luxury suite. This guest has been walking around the facility for 10 minutes trying to find where the meeting is being held. When the Usher approaches the guest, it is apparent that the guest is agitated. 场景：商务人士来参加在豪华包厢内举行的会议。这位客人在场馆内走了10分钟寻找会议的地点。当领位员走进客人，很显然客人很不安。 VOLUNTEERS: Act out this situation using the first 5 Core Expectations for Guest Service. 自动报名：在表演这个场景的时候将客服核心期望的前5项运用进去。,Recognize the guest first. Smile and offer him or her a friendly greeting. 首先要迎接客人。微笑并给予对方一个友好的问候 2. Take personal responsibility to handle guest requests. 有个人责任感地处理客人的要求 Provide courteous service that exceeds guests expectations. 提供超越客人预期的彬彬有礼的服务 Consistently use the guests name if it is known. Address him or her by name at least twice during lengthy interactions 如得知客人的名字，始终用名字称呼。在长时间的交流中至少称呼客人的名字2次以上。 Apologize and respond quickly to guest complaints. Do everything possible to turn unhappy guests into satisfied guests 对于客人的抱怨给予及时的道歉和响应。尽自己最大努力使客人转忧为喜。,Communicate clearly and effectively with a guest. 与客人进行清晰有效地沟通。,Its More than Words! 这不仅仅是语言！,Words (7%) 语言（7%） Voice Tone and Inflection (38%) 声音和语调（38%） Non-Verbal Messages (55%) 非语言信息（55%）,Body Language is Saying Something! 身体语言能告知一切！,Dos 可做 Arms at your side 手放身体两侧 Arms at your side folded in front or back 两手交叠在身前或身后 Open hand directing 伸手指示方向,DONTS 不可做 Arms crossed 两臂交叉 Hands in your pockets 手放口袋 Hands on your waist/hips 双手叉腰/臀 Pointing 用手指点 Touching 触碰 Being in someones personal space 进入某人的私人空间,Always anticipate a guests needs. Respond to that need before it is requested. 总能预见客人的需求。能在客人作出要求前就能有所回应。,Maintain a friendly, approachable, and professional atmosphere. 维护一种友好，可亲近和专业的氛围,Stand erect and never lean against walls, shelves or railings. 站姿挺立，不倚靠墙，架子或栏杆,10. Take pride in your appearance and follow all grooming guidelines. 外表自信并遵循所有仪容仪表规定。,Enthusiastically demonstrate a positive “can do” and “will do” attitude. 热情地展示一种积极的“能做”和“愿意做”的态度,“A positive attitude causes a chain reaction of positive thoughts, events and outcomes. It is a catalyst and it sparks extraordinary results.” “一种积极的态度引发了积极的想法、活动和结果的连锁反应。 它是一种催化剂并能制造出不同反响的结果” Wade Boggs,Escort guest to their desired location, when possible. 如有可能，引领客人至目的地。,Say “Ill find out”, instead of “I dont know”. 要说“ 我会想办法的”而不是“我不知道”,Use positive expressions. 运用积极的表达方式,DOs 可说 “Would you please” “请问您愿意” “Unfortunately” “很不幸” “If we could please ask you to” “如果我们能够请您”,DONTS 不可说 “You have to” “你必须” “You cant” “你不能” “Would you mind”, “你介意” “Why dont you” “为什么你不能”,Always put the guest first, over and above other tasks. 总是记住客人优先，重于其他任务,Lets Practice! 让我们来练习！,ROLES: Two elderly guests, security officer and an Usher 角色：2位年长的客人，安保人员和领位员 SCENE: The elderly guests are entering the facility and going through security. They quickly inquire about where their seats are located, where the restroom is AND where they can purchase a hot dog! The security officer is new and not sure of the answers. The Usher steps in to assist. 场景：2位年长的客人进入场馆并在接受安检。他们一下子就询问了很多问题，如他们的座位在哪，洗手间在哪，还有哪里有卖热狗！安保人员是新来的，并不熟悉场馆。领位员过来帮忙。 VOLUNTEERS: Act out this situation using the last 5 Core Expectations for Guest Service. 主动报名：运用后来所学的5项客服核心期望来表演这个场景,Enthusiastically demonstrate a positive “can do”