课件一：体育场馆观众服务的核心期望.ppt

* SAY: Guests Need to Feel that You are Happy to See Them and that Their Business is Important to You. Your Greeting and Attentiveness to their Concerns are Vital. EXAMPLE: When you walk into a store, if you are not greeted within 30 seconds of you walking in, you are not so willing to spend your money in that store. It shows that they are not interested in your dollars or it can also be perceived that you have no dollars to spend so ‘why bother’. We want each and every single one of our guests to know that we are glad they attended our event. * SAY: Ego and Self Esteem are Powerful Human Needs. We all like to Feel Important. Anything that You can do to Make a Guest Feel Special is a Step in the Right Direction. Take the greetings and smiles beyond the initial welcome. When walking past a guest, say “hello – are you enjoying your evening”. * SAY: Guests Need Physical Comfort in a Place to Rest, Talk or do Business. Guests also Need Psychological Comfort, where They are Assured They are Being Taken Care of Properly and They have Confidence that You will Meet Their Needs. * SAY: Use the 15-5 Rule. At 15 feet, make eye contact and smile. At 5 feet, greet them with a friendly comment. Be approachable! It is an art form to make each and every greeting sound sincere and not repetitive. ASK: What Basic Needs Does this Fulfill? ANSWER: The Need to Feel Welcome * SAY: Guests Often View us as an Employee of {insert facility/team} and not an Employee of a Specific Department – They Hate to Hear “That’s Not My Department”. * SAY: The graph on the next slide shows the importance of guest expectations. * SAY: As can be seen from this graph, Guest Expectations are Linked to Moments of Truth. If a guest has low expectations for our service, they will be Wow’d if there is a positive Moment of Truth. If a guest has low expectations for our service and they have a negative Moment of Truth, it could result in Disappointment and Irritation. If a guest has high