Customer First 以客为尊 PPT.pptVIP

* * * * * * * * * * * * * * * * * * * * * * * 你对优质服务的贡献Your Contributions to Excellent Service Skills 技能 技能的益处：Benefits of Skills: 技能增强了我们的自信心 Improve our confidence 技能保证了我们的工作质量和效率 Guarantee our quality and efficiency 技能使我们的工作变得更容易、更简单 Make our work easier and simpler 技能有助于我们为客人提供更好的服务 Help us provide better service to customers 你对优质服务的贡献Your Contributions to Excellent Service Skills 技能 物竞天择，适者生存 The survival or extinction of each organism is determined by that organisms ability to adapt to its environment 查尔斯·达尔文Charles Darwin 你对优质服务的贡献Your Contributions to Excellent Service Knowledge 知识 员工只有拥有了相应的专业知识，才知道如何、到哪里去为客人提供服务 Staff knows how or where to provide service only when they possess necessary professional knowledge 你对优质服务的贡献Your Contributions to Excellent Service Attitude 态度 Skills 技能 Knowledge 知识 你对优质服务的贡献Your Contributions to Excellent Service Attitude 态度 Professionalism职业素养 Skills 技能 Knowledge 知识 ＋ ＋ 忠诚客人的终身价值Lifetime Value of Loyal Customers 客人满意的多种层次Levels of satisfied customers  很不满意 Totally unsatisfied 不满意 Unsatisfied 一般满意 Generally satisfied 满意 Satisfied 喜出望外 Delighted 忠诚客人的终身价值Lifetime Value of Loyal Customers 喜出望外的客人才会成为酒店的忠诚客人Delighted customers will be our loyal guests 如何让客人喜出望外？How to make customers delighted?  基本需求Basic Needs 个性化服务Personal Touch 额外服务Extra Touch 喜出望外Delighted 忠诚客人的终身价值Lifetime Value of Loyal Customers 超越客人的期望Exceeding Guests’ Expectations 忠诚客人的终身价值Lifetime Value of Loyal Customers 忠诚客人的终身价值是多少？How much is the lifetime value of loyal customers?  平均交易值Average Cost 年光顾次数Number of visits per year 客人预计寿命Guests prospective lifetime × × Any question - Customer First- 以客为尊  课程目标Course Objectives 通过培训，我们将能够After the training we will be able to: 识别客人的种类 Distinguish the three types of customers 自我定位：我们所扮演的角色 Know where we are: understand the roles we play 明白提供优质服务的益处 Understand the benefits of providing excellent service 知道客人对优质服务的期望 Know customers’ e