优质服务精品.ppt

优质服务传递DeliveryofQualityService GloriaTouch JUNE 2008VersionforStaff TThoughtfulness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 GloriaTouch 服务就是在任何时间满足客人的需求ServiceisMeetingtheCustomer sNeedsOnTime AlltheTime GloriaTouch 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OurGoal GloriaTouch Touch1 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ExceedCustomerExpectationwithGloriaTouch GloriaTouch Touch1 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 GloriaTouch 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 GloriaTouch GloriaTouch 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 willbringaboutcustomersatisfaction Wow GloriaTouch 如何能够预知与确定顾客需求 Howtoanticipateanddeterminecustomerneeds 阅读Reading倾听Listening观察Observing GloriaTouch GloriaTouch 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 service GloriaTouch GloriaTouch 2008年的那一场雪 Aheavysnowin2008 案例分享CaseSharing Touch4 服务补救ServiceRecovery 重获客人信任Toregainthecustomer 投诉的客人忠实客人COMPLAININGLOYALCUSTOMERCUSTOMER RECOVERY GloriaTouch 补救步骤StepsInServiceRecovery 倾听Listening道歉Apologize解决Remedy跟进Follow Up GloriaTouch 案例分享CaseSharing 两位客人受困电