服务风格与服务意识

课程时间：4天

课程大纲：

Day 1 Morning 第一天上午

• Introduction to the Course 课程介绍
• Instructor introduces his/herself 讲师自我介绍
• Review the syllabus 介绍大纲
• Students introduce themselves briefly 学员简介
• Students state what they expect to gain from the course 学员期望
• Customer Service Excellence 优质顾客服务
• DefineHospitality & Service 定义酒店服务业和服务
• Define word-of mouth advertising 口碑宣传
• Differentiategood and bad service 区分服务好和坏
• Evaluatethe level of our service 评估现有服务水平

Day 1 afternoon 第一天下午

• Moments of Truth 关键时刻
• Explain the concept of moments of truth 解释关键时刻理念
• Identify the different moments of truth in customer service atworkplace 识别工作中顾客服务的关键时刻
• Discuss the various ways of managing moments of truth 讨论如何管理关键时刻
• Perception is Reality 感觉就是事实
• Identify the meaning of perception 界定感觉的含义
• Quality lies in the eyes of service receivers 顾客眼中出质量
• Perception activities 感觉活动

Day 2 morning 第二天上午

• Positive Service Attitude 积极的服务态度
• Explain the importance of your appearance and first impression 外表的重要性与第一印象
• Body language : Do’s & Don’ts 肢体语言：该做与不该做
• Vocal ( tonality ) 声音（音调）
• Telephone Skills 打电话技巧
• Smile 微笑
• Remember Guests’ Names 记住顾客名字

Day 2 afternoon 第二天下午

• Identify Customers’ Needs 识别顾客需求
• Define market segmentation 定义市场细分
• Define target market 定义目标市场
• Identify guest needs, wants and expectations 识别顾客所需所欲
• Effective listening 有效倾听的技巧
• Effective questioning 有效提问技巧
• Obtaining customer feedback 获得顾客反馈

Day 3 morning 第三天上午

• Exceeding Customer’s Expectations 超越顾客期望值
• Define customer satisfaction 定义顾客满意度
• Explain service gap model 解释服务差距模型
• Getting the right message across 传递正确信息
• Effective selling & up-selling 有效推销和向上推销
• Additional value 附加值
• Wowyour customers 使顾客惊喜

Day 3 afternoon 第三天下午

• Handling Guest Complaints 处理顾客投诉
• Analyze whyguests complain分析顾客投诉
• Importance of complaints 投诉的重要性
• Understandhow to deal with four types of complainers 了解如何处理四类不同的顾客投诉
• Learn to get difficult customers on your side 学会让那些难伺候的顾客站到你这边来
• Turn angry customers into loyal fans 把生气的顾客变成忠实一族
• Learn from your mistakes 从错误中学习

Day 4 morning 第四天上午

• Service –Profit Chain & Internal Customer Service 服务利润链与内部顾客服务
• Explain the concept of service –profit chain 解释服务利润链概念
• Identify the internal customers’ needs, wants and expectations. 内部顾客所需所欲
• Empowerment 授权管理
• Motivation 激励
• Maslow’s Hierarchy of Needs马斯洛需求层次
• Self motivation 自我激励
• Discuss how to make themotivation plan 制定激励计划

Day 4 afternoon 第四天下午

• Teamwork 团队合作
• Define group & team 定义群体与团队
• Analyze characteristics of a good team 分析高效团队特征
• Effective team principles 高效团队规则