1、,FIVE BEST CUSTOMER SERVICE IDEAS,五个服务建议,一个用人原则,两条标准,三个领导作风,四种员工激励手段,五个了解宾客需求的方法,一个用人原则,Hire The first Right People 招聘合适的员工,再面试时问对的问题问他们怎样处理最难对付的客人,Ask the right questions when interviewing candidatesI ask them to tell me about how they handled their worst customer service experience,”,一个用人原则,请你手下最好
2、的服务人员帮你选择像他们一样出色的侯选人,ask your best customer service employees to identify other people like themselves.,两条标准,基本标准(第一条),所有的东西必须新鲜、干净像从未使用过一样Everything must be Fresh & Cleanlike never been used before,基本标准(第二条),所有的事情必须井然有序Everything must be inWorking Order,三个领导作风,讨论互相了解的服务走动服务提供服务,Learn and talk about
3、 servicewalk serviceBe a part of service,三个领导作风,Make Service A Core Value.小笔记：把服务作为核心,最好的方法是管理人员做出榜样,The best way to perpetuate a concern for excellence is to have excellence at the highest levels of management,实际上，你不可能在员工服务宾客的每一个时刻告诉他们怎样提供好的服务，要用好的服务案例来启发他们 给他们讲酒店里面的卓越服务的案例故事，让员工心领神会,Just as you ca
4、nt tell people what to do in every situation, you cant tell them exactly what great service is either, Instead of detailing your values, inspire people by example. Tell them stories about your companys great service-appeal to their hearts as well as their minds.,四种员工激励手段,四种员工激励手段,可以自己决定1。 鼓励适当免费2。 鼓
5、励与管理人员交流3。 鼓励标新立异4。 鼓励当场做决定,free to give decide freefree to talk to youfree to think of a new wayfree to make decisions,Notes: Empower Front-Line Employees小笔记： 授权给一线员工,要给一线的员工足够的权限授权要成功，前提是是服务人员不会因为做错决定而被训斥员工十次里有九次会做出正确的决定,They have a wide range of latitude. This type of empowerment only works if cu
6、stomer service staff arent reprimanded for making bad decisions. “Nine times out of 10, our reps make fabulous choices.,五个了解宾客需求的方法,五个了解宾客需求的方法,Managers main job is to talk to customer2. invite customer to focus groups,管理人员的主要工作在于与宾客交流请客人参加focus groups,五个了解宾客需求的方法,3. be the reception once a week4. h
7、ave meal with customer regularly to talk about service5. Invite another person of the same business for service interaction,每周亲身做一次接待工作经常约客户用餐了解他们对服务的看法同行之间进行服务交流,Notes: Solicit And Use Feedback小笔记： 征询宾客反馈,如何了解客人的需求呢？ 倾听并做记录积极通过信件,电话或其他不同的方式征询客人反馈,How do you find out what customers want? Listen and
8、take notes, That means using a variety of approaches to encourage customers letters, calls and other feedback.,不要依赖电脑一种方式与客人沟通定期选择不同的客人，通过电话简单地征询有关酒店服务的意见一定要直接联系客人,Dont restrict yourself to computerized solutions, however.Bosses regularly call a few randomly selected customers and simply ask about t
9、he how is our service. Make sure you get directly in touch with the customer,直接联系客人的价值“我们乐于安排服务人员去现场体验真实情况，一旦回来，他们就发生了变化”,Value of direct experience We like to send service people into the field to see real situations, he says. Once they come back, theyre changed people.,征询宾客反馈 Solicit And Use Feedback,
