建立良好的宾客关系天津海运职业赵莹莹课件

建立良好的宾客关系EstablishGoodGuestRelations天津海运职业学院赵莹莹TianjinMaritimeCollegeZhaoYing-ying

目录ContentEstablishmentofCustomerRelationshipOrganizationofGuestService

DepartmentCorrectUnderstandingofCustomers0102宾客服务部顾客关系机构的设置正确认识客人MasterCommunicationSkillswithCustomers03掌握与顾客沟通的技巧皇家加勒比邮轮的“金锚服务”GoldAnchorServiceGoldAnchorService__________GOLDGOLD皇家加勒比邮轮公司推出金锚服务项目的目的是什么呢？WhatisthepurposeofRoyalCaribbeanCruise’sGoldenAnchorservice?为了建立良好的宾客关系扩大销售、增加顾客的回头率，以期得到更多利润Expandsalesandincreasecustomerturnoverinordertogetmoreprofits通过良好的口碑，提高品牌的知名度Improvebrandawarenessthroughgoodreputation良好的宾客关系GoodGuestRelations“顾客至上”——以人为本““GuestsFirst”—PeopleOriented

宾客服务部顾客关系机构的设置EstablishmentofCustomerRelationshipOrganizationofGuestServiceDepartment1宾客服务部，整个部门都是用于与顾客建立良好的顾客关系，代表邮轮接待每一位需要帮助的顾客GuestServicedepartment,Thewholedepartmentisusedtoestablishagoodcustomerrelationshipwithcustomersandreceiveeverycustomerinneedonbehalfofthecruise宾客服务部Guestservicedepartment前台GuestRelationsDesk未来航程销售FutureCruiseSales礼宾Concierge正确认识客人CorrectUnderstandingofGuests2要与顾客建立良好的顾客关系，就要对顾客有个正确的认识，正确理解邮轮员工与顾客的关系Toestablishagoodcustomerrelationshipwithcustomers,itisnecessarytohaveacorrectunderstandingofcustomersandcorrectlyunderstandtherelationshipbetweencruisestaffandcustomers如何认识？HowtoUnderstand?顾客服务的对象ObjectofService情绪化的自由人EmotionalFreeMan绅士和淑女GentlemenandLadies品头论足的对象ObjectofCriticism“说理”的对象Theobjectof“Reasoning”“教训”和“改造”的对象Objectof“Lessons”and“Transformation”掌握与顾客沟通的技巧MasterCommunicationSkillswithCustomers3重视对顾客的“心理服务”PayAttentiontotheCustomers“PsychologicalService"3.1对顾客不仅要斯文和彬彬有礼，而且要做到“谦恭”、“殷勤”BeGentle,BePoliteBeHumble,BeCourteous3.2对待客人要善解人意BeConsideratetoGuests3.3“反”话“正”说不得对顾客说“不”NeverSay“No”toGuestsandbePositive3.4NO!？Ithinkyoucan……否定自己，而不要否定顾客DenyYourself,notCustomers3.5如果有什么地方没有清楚，我可以再说一遍。Ifyoudon'thearanythingclearly,Icansayitagain.您听我说投其所好、避其所忌HitonWhatGuestslikeandAvoidtheirTaboo3.6不能因为与顾客熟悉而使用过分随意的语言DoNotUseOverlyCasualWordsEvenifYouareFamiliarwithGuests3.7本讲小结Summary宾客服务部顾客关系机构的设置EstablishmentofCustomerRelationshipOrganizationofGuestServiceDepartment正确认识客人CorrectUnderstandingofCustomers前台GuestRelationsDesk掌握与顾客沟通的技巧MasterCommunicationSkillswithCustomers礼宾Concierge建立良好的宾客关系EstablishGoodGuestRelations未来航程销售FutureCruiseSales服务的对象Objectof

Service情绪化的自由人EmotionalFreeMan绅士和淑女GentlemenandLadies重视对顾客的心理服务PayAttentiontotheCustomers“PsychologicalService”对顾客斯文、彬彬有礼、谦恭、殷勤BeGentle,BePolite,BeHumble,BeCourteous对顾客要善解人意BeConsideratetoGuests不得对顾客说不NeverSay“No”toGuestsandbePositive否定自己，而不要否定顾客DenyYourself,notCustomers投其所好、避其所忌HitonWhatGuestslikeandAvoidtheirTaboo规范的沟通语言Standardized