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【正文】 eeting Guest by Name 熱情禮貌，問候客人 Be courteous 善用稱贊 Compliment 送別客人 Farewell Gloria Touch Gloria Touch 案例分享 Case Sharing 不喜言笑的客人 … A introverted customer… Touch 2: 顧客需求：預知與確定 Customer Needs: Anticipating Determining 在客人提出要求之前提供服務 即提供超前服務 為客人帶來驚喜 To offer and serve before being asked will bring about customer satisfaction Wow! Gloria Touch 如何能夠預知與確定顧客需求？ How to anticipate and determine customer needs? 閱讀 Reading 傾聽 Listening 觀察 Observing Gloria Touch Gloria Touch 案例分享 Case Sharing 一位教授住店 … A Professor in our hotel… Touch 3: 竭盡全力 Doing Our Best 絕不說“不 ” Never say no 負起責任 Be responsible ( take ownership ) “一站式”服務 Onestopservice Gloria Touch Gloria Touch 2023年的那一場雪 … A heavy snow in 2023… 案例分享 Case Sharing Touch 4: 服務補救 Service Recovery 重獲客人信任 To reg
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