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1、Service RecoveryService Recovery服务补救服务补救服务补救服务补救World of the Wyndham Hotels Group欢迎来到欢迎来到温德姆酒店集团温德姆酒店集团SERVICE RECOVERYSERVICE RECOVERY服务补救服务补救Objectives 课程目标课程目标Objectives 课程目程目标Define and explain the importance of Service Recovery定义“服务补救”并解释其重要性Describe the impact Service Recovery has on guest exp
2、erience描述“服务补救”对宾客体验的影响List steps to handle guest problems and complaints professionally列出专业化处理客户问题及投诉的步骤Demonstrate the service recovery steps in the assigned scenario在指定场景中演示出服务补救的步骤Service Recovery Definition 服服务补救的定救的定义Service Recovery (n.) An oppotunity to correct and build loyalty when somethi
3、ng goes wrong during a guests stay服服务补救救- (名词)在对客人提供服务出现失败和错误的情况下,针对客人的不满和抱怨立即做出的补救性反应。其目的是通过这种反应,重新建立客人的满意度和忠诚度。 SERVICE RECOVERYSERVICE RECOVERY服务补救服务补救SERVICE RECOVERYSERVICE RECOVERY服务补救服务补救What is Service Recovery 什么是服什么是服务补救救Service Recovery IS: 服服务补救救是是Opportunity 一个好机会Everyones job每个人的工作Taki
4、ng ownership具备主人翁意识Working as a team团队合作Service Recovery IS NOT:服服务补救救不是不是Too expensive花费太多Assumptions假设或臆想One size fits all以不变应万变/一刀切Not only about rebate and compensation免单甚至赔偿SERVICE RECOVERYSERVICE RECOVERY服务补救服务补救Benefits of Effective Service Recovery 高效服高效服务补救的益救的益处In three teams please identi
5、fy benefits of effective service recovery for分成三组,各组讨论及时服务补救的益处:Write your ideas on the flipchart and select a spokesperson to present把想法写在题板上,并选出一名代表进行阐述10 min 10分钟Guests 客户Employees员工Hotel酒店SERVICE RECOVERYSERVICE RECOVERY服务补救服务补救I-LEAD原原则Identify Guest Concern 识别困扰 Listen 积极聆听积极聆听Empathize 感同身受感同
6、身受Apologize sincerely 真诚道歉道歉Deliver a solution 圆满解决解决SERVICE RECOVERYSERVICE RECOVERY服务补救服务补救I-Identify Guest Concern I-识别困困扰Identify that there is a Service Recovery opportunity识别是否有“服务补救”契机Look for non-verbal clues and indirect comments寻找非语言的线索和间接评论Draw out guests concern找出客人的困扰SERVICE RECOVERYSER
7、VICE RECOVERY服务补救服务补救L-Listen L-积极聆听极聆听Active Listening is a way of listening that focuses entirely on what the other person is saying and confirms understanding of both the content of the message and the emotions and feeling underlying the message 积极聆听是一种倾听的方式,这种方式要求全心关注对方所言,并准确理解所传递的内容、情绪和感受SERVIC
8、E RECOVERYSERVICE RECOVERY服务补救服务补救Listen actively , trying to determine the real issue and the impact on the guest积极聆听,尽量确定真正的问题及其对客人的影响:vLet the guest talk让顾客阐述问题vCapture the facts抓住事实vUnderstand how the guest feels 理解客人当时的感受SERVICE RECOVERYSERVICE RECOVERY服务补救服务补救E- Empathize E-感同身受感同身受Demonstrate
9、 the guest that you understand how they feel about the situation:向顾客展现出你理解他们当时的感受Acknowledge the facts of the situation 承认当时的事实Acknowledge the persons feelings 认同客户的感受Show the guest that we are sincere and genuinely want to help them向顾客表现出我们真诚想要帮助他们67% of guests stop using the hotel because of an at
10、titude of indifference on the part of an employee67%的客户不再光顾酒店,是因为某些员工态度冷漠SERVICE RECOVERYSERVICE RECOVERY服务补救服务补救A Apologize A 真真诚道歉道歉Apologize for what happened为所发生的事情道歉Apologize sincerely 道歉要真诚Use appropriate tone of voice使用合适的语音语调Admit an error from your side你承认错误Attribute the blame to anyone推诿给他
11、人Take it personally不要把它看作是针对你个人的SERVICE RECOVERYSERVICE RECOVERY服务补救服务补救A Apologize A 真真诚道歉道歉I am very sorry that your order has been prepared wrongly我感到非常抱歉我感到非常抱歉您的点单下错了I am very sorry it took you so long to check out我感到非常抱歉我感到非常抱歉让您退房等了那么久时间I am very sorry that you didnt get the room you requeste
12、d我感到非常抱歉我感到非常抱歉没有给您想要的房间I am very sorry that you received the wrong bottle of wine我感到非常抱歉我感到非常抱歉您的酒上错了I am very sorry that your room service order was delayed我感到非常抱歉我感到非常抱歉您的客房送餐晚了38% of all Guest Relations cases are resolved with just a sincere apology. 38%的客户关系问题,可以用一个真诚的道歉来解决。SERVICE RECOVERYSERV
13、ICE RECOVERY服务补救服务补救D - Deliver A Solution D - 圆满解决解决Its time now to deliver a solution:提供解决方案Take ownership of the situation 积极主动处理状况Offer options/solutions/appropriate compensation 提供解决方案/选项/恰当的补偿Gain agreement or adjust options 获得客户认同或进行调整Let appropriate team members know the situation 让合适的团队成员了解
14、情况Set follow up expectation with the guest 和客人沟通后续跟进Document the issue/resolution 记录在案SERVICE RECOVERYSERVICE RECOVERY服务补救服务补救Unable to Deliver to Guests Satisfaction 解决方案未能令客人解决方案未能令客人满意意Tell the guest告知客人:What you will do to address the situation 你会做什么来解决这个情况Who you will contact你会与谁联系When the gues
15、t can expect to hear from you again客户将在何时得到你的回复Follow up跟进SERVICE RECOVERYSERVICE RECOVERY服务补救服务补救Demonstration Part-1 演演练 第一部分第一部分In small groups study the assigned scenarios and answer the questions below在各自组内讨论被分配到的情景,并回答如下问题:Scenario 情景You will say 你会说You will do 你会做SERVICE RECOVERYSERVICE RECOVERY服务补救服务补救Demonstration Part 2 演演练 第二部分第二部分In your teams prepare a role play acting out the scenarios from Part 1在各自组内角色扮演第一部分的练习情景和结果SERVICE RECOVERYSERVICE RECOVERY服务补救服务补救