服務(wù)行業(yè)賓客服務(wù)培訓(xùn)資料(編輯修改稿)
2025-02-08 15:13 本頁(yè)面
【文章內(nèi)容簡(jiǎn)介】 的修理與維護(hù) 19 Personal Touch 個(gè)性化的服務(wù) ? Warm smile upon meeting 笑臉相迎 ? Doorman Service for VIP Building 樓宇的門(mén)童服務(wù) ? Quick response to guests requests 快速回應(yīng)業(yè)主的要求 ? OneStep Service 一站式服務(wù) 20 The Extra Touch 超越服務(wù) ? More attention to details 注重細(xì)節(jié) ? Everything what is above 竭力做到每一件事 ? Service anticipation 預(yù)測(cè)服務(wù) 21 請(qǐng)列出三點(diǎn)您可以做到的服務(wù) ？ ?______________________________ ?______________________________ ?______________________________ 22 Professionalism 職業(yè)素養(yǎng) Skill 技能 Knowledge 知識(shí) Attitude 態(tài)度 Your Attitude Can Be Your Best Friend And Your Best Enemy. 態(tài)度能成為你最好的朋友也能成為你最好的敵人 23 對(duì)客服務(wù)六大原則 6 PRINCIPLES 24 First impression takes the first 3 4 seconds 第一印象是由 最初三至四 秒產(chǎn)生 的 25 SMILE AND GREET EVERY GUEST 微笑接待每位業(yè)主 When guests approach, you establish eye contact, smile, and say an appropriate greeting. 當(dāng)業(yè)主前來(lái) ,你需要主動(dòng)接觸 ,(包括 :眼神接觸、微笑及說(shuō)適當(dāng)?shù)恼泻粽Z(yǔ) ) 26 SPEAK TO THE GUEST IN A WARM, FRIENDLY, COURTEOUS MANNER 以友善、溫和及有禮態(tài)度與業(yè)主談話(huà) 以溫和友善的語(yǔ)氣及不刺耳又不呆板的聲調(diào) ,有禮地與業(yè)主交談 You convey a genuine warm and friendly tone by speaking politely in a nonmonotone voice that is not overbearing. 27 “ DISPLAY GENUINE, ENTHUSIASTIC INTEREST IN THE GUEST。 PAY COMPLETE ATTENTION 對(duì)業(yè)主顯示真誠(chéng)和積極的關(guān)心及完全的投入 You maintain eye contact 保持眼神接觸 You listen actively by asking questions of clarification 積極聆聽(tīng) ,有不明白的地方要發(fā)問(wèn)澄清 You are not distracted by other duties. 不可被其它的職份分散注意力 You do not rush the guest to conclude the interaction. 不可 催促業(yè)主提早結(jié)束交流 28 “ ANTICIPATE GUEST NEEDS AND BE FLEXIBLE IN RESPONDING TO THEM.” 預(yù)見(jiàn)業(yè)主的需求并靈活地作出 回應(yīng) 找尋方法預(yù)見(jiàn)業(yè)主需求 You look for ways to extend yourself by
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