第五节 康乐服务的服务技巧.ppt

1、第五节 康乐服务的基本技巧,一、迎领的技巧 二、陪练的技巧 三、酒水推销的技巧 四、处理突发事件的技巧,小练习,1、领客人就位时，应走在客人的（ ），侧步行走，并用手势引导。 A、右前方 B、左后方 C、左前方,小练习,2、发生打架斗殴事件时，服务人员要能够随机应变，（ ）。 A、在控制事态发展的同时，迅速报警 B、立即报警，等候处理 C、平息事件后，交公安机关处理,常见问题应对实训,1、迎面遇到客人 2、在行走中，有急事需要超越客人 3、顾客提出的问题，自己不清楚，难以回答 4、客人正在谈话，我们有急事要找他 5、当发现客人随地吐痰、弹烟灰 6、客人对你提出批评意见,常见问题应对实训,7、遇

2、到刁难的客人 8、客人发脾气骂你 9、客人向你纠缠 10、服务过程中不小心将酒水撒到客人衣服上 11、客人所点酒水酒单上没有或是刚好卖完了,常见问题应对实训,12、发现客人穿硬底鞋进入网球场 13、客人在网球场有个储物柜，其朋友来打球，要求服务员用备用的钥匙打开储物柜，把柜子里的球和球拍借给他用 14、客人自称是健身房的常客，结账时要求服务员打折 15、发现客人把更衣柜钥匙带走,康乐服务用语,一、体现“以客人为中心”的原则 1、尊敬语 2、谦让语 3、郑重语,第一节 康乐服务人员的语言规范,二、赞美的准则 1、赞美要处于真诚 2、赞美应明确具体 3、赞美应因人而异，突出个性,三、得体、谦逊 四

3、、征询、委婉,小练习,1、服务人员体现尊重语的“五声”指的是什么？ 2、对女士赞美时，应从哪些角度来表达赞美之情？,补充：康乐服务英语,一、常用短语 1、Could you help me? Would you please do me a favor? Would you please give me a hand? 2、Can I help you? May I help you?,一、常用短语,3、Be carefully! Take care! Watch out! 4、Sorry, but its no smoking here! Sorry, but youre not allow

4、ed here! 5、Heres your change (receipt).,一、常用短语,6.May I come in? Come in, please. 7.Excuse me. Sorry. Never mind. 8.See you next tme. 9.Welcome to the recreation center.,二、问询服务,1.A: Where is night club? B:Its in the Multi-Function Hall. 2.A:Where is the Multi-Function Hall? B: The Multi-Function Hall

5、 faces the fast food restaurant on the first floor. 3.A:When do you open the night club? B: At nine every evening.,二、问询服务,4.A:Can I use my residency card? B: Sorry, you have to buy a ticket. 5.A:Can I use my VIP card? B: Yes, of course. 6. A: Can any child use the childrens playground? B: No, only c

6、hildren under five are allowed.,二、问询服务,7. A: How can we get in? B: Please go to the TV Game Room to change your money into our special coins. 8. A: Where is the Bowling Center/Swimming Pool/Billiards Room? B: Its on the first floor/second floor/in the basement.,二、问询服务,9.A: Where can I get something

7、to eat/drink? B: You can get it in the fast food or Chinese Restaurant. 10. A: Excuse me, how can I get to the bowling center? B: Please go straight ahead, turn to the left, go downstairs, then you can find it.,二、问询服务,11.A: Oh, where is the stairs? I cant find it. B: Please follow me. 12.A:Could you

8、 please leave your identification card or 200 RMB as the deposit? B: Ok, here is my identification card.,二、问询服务,13.A: How much is it for one hour? B: 35 yuan for a squash court, 20 yuan for two squash rackets, 10 yuan for one squash ball. Altogether it s 65 yuan. 14.A: One coin for the TV game is on

9、e yuan. How many coins would you like? B: Ten coins, please.,三、预定服务,A：Good morning. Its reception. May I help you? B: Yes, I want to book a reservation for bowling center. A: Yes, sir. Please tell me when you like to play? B: Tomorrow, about 3: 30 pm.,三、预定服务,A: How many people in your party? And how

10、 many lanes would you like, Sir? B: Five person, two lanes please. A: Yes, Sir. May I have your name please? B: John Smith. A: And your telephone number please, Sir? B:64376688, the extention is 540.,三、预定服务,A: Yes, let me repeat it. Its tomorrow at 3:30 pm for bowling center, two lanes for Mr. John

11、Smith. The telephone number is 64376688-540. Is it all right, Mr. Smith? B: Yes, exactly. Thank you. A: Thank you for calling us. Goodbye.,四、接待服务,A: This is my first time to here. Would you please give me an introduction. B: The recreation center includes Water Park, Multi-Function Hall, Bowling Cen

12、ter, Sauna and other facilities. A: Id like to go swimming. B: It s over there.,四、接待服务,A: Where can I buy tickets for the Water Park? B: At the cashiers desk. A: How much is a ticket? B: 50 yuan. A: What are your business hours( When do you open/ close)? B: 9 am to 12 pm. Hope you have a good time h

13、ere.,五、投诉用语,A: I wonder how your center can afford to employ such a rude attendant in the SPA. He will ruin the reputation of your center. B: Im sorry, sir. Ill contact the recreation manager and inform him. Im sure hell deal with it. May I have your name and telephone number? A: Smith. Telephone nu

14、mber is 64370102.,五、投诉用语,B: Mr. Smith, please accept my apologies on behalf of the center. Our Recreation Department manager, Mr. Wang will be in touch with you. Can I be of further assistance? A: I want to talk with your manager immediately. B: Wait a moment please. I will contact with him at once.,六、结账服务,1. We only accept RMB. There is foreign exchange desk at there. 2. Here s your change. 3. Sorry, we are sold out of tickets. Please wait a moment.,六、结账服务,4. Excuse me, could I pay it with a credi