2022年凯悦集团经典课件-服务中的三角关系 .pdf

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1、We Are Customer Focused Table of Contents Page 0 内容目录第 0 页The Service Triangle 服务中的三角关系Definition: Service Excellence 定义：尽善尽美服务Course Objective 课程目标The Guest 顾客Hyatt s Customers 凯悦的客人Perception is Everything to the guest 对顾客而言感受就是一切Factors Affecting Guest Behaviour 影响顾客行为的因素Guest Expectations 顾客期望Br

2、and Expectations 品牌期望The Service Professinal 服务专才Factors Affecting the Behaviour of Service Professinals 影响服务专才行为的因素Initial Contact with the Guest 与顾客的初步接触Be Aware of Our Own Perceptions and Pre-Conceived Ideas 注意我们自己的感觉与成见Listening Skills 聆听技巧Body Language 肢体语言Delivering Exceptional Service 提供优质的服务

3、Personal Contribution to the Overall Service Experience 精选学习资料 - - - - - - - - - 名师归纳总结 - - - - - - -第 1 页，共 21 页个人对整个服务体验的贡献Dealing with Special Situations 处理特殊情况Touches of Hyatt 凯悦温情Table of Contents Page 0 内容目录第 0 页Hyatt Standards 凯悦标准Mission Statement 使命Culture Characteristics文化特质Brand Standards

4、品牌标准Developing Guest Service Standards发展对客服务标准Brand Contact品牌接触精选学习资料 - - - - - - - - - 名师归纳总结 - - - - - - -第 2 页，共 21 页The Service TrianglePage 1 服务中的三角关系第 1 页The Service Triangle 服务中的三角关系Service Professional 服务专才Guest 顾客Hyatt Standards 凯悦标准*应有一三角图形，三者分部于三角形的三边* Definition Service Excellence 尽善尽美服务

5、的定义Service excellence is the ability to anticipate, identify and meet the expectations of our guestes and the passion and care to exceed those expectations. 尽善尽美服务是指预见、识别并满足我们顾客期望的能力，以及超越这些期望的热情和关注。Course Objectives 课程目标-To be able to anticipate, identify and meet the expectations of our guests （ ou

6、r external customers）. 预见、识别并满足我们的顾客（我们的外部客人）对服务的期望。-To be able to identify internal customers and anticipate and meet their expectations. 识别、预见并满足我们内部客人对服务的期望。-To state and utilize sources of information that define Hyatt International s guest service standards. 陈诉并使用能详细说明凯悦国际对客服务标准的信息资源。-To be abl

7、e to use guest service skills to exceed the expectation of our guests wherever possible. 尽可能使用对客服务技巧以超越我们顾客对服务的期望。精选学习资料 - - - - - - - - - 名师归纳总结 - - - - - - -第 3 页，共 21 页The Guest Page 5 顾客第 5 页Hyatt s Customers 凯悦的客人Owner 业主Employee 员工Guest 顾客Guests = External Customers 顾客= 外部客人-Hotel guests 住店客人-

8、Banquet and meeting guests 宴会与会议客人-Restaurant and bar guests 餐厅与酒吧客人-Spa and Fitness Centre guests 温泉水疗与健身中心客人-Suppliers 供应商-Potential employees 潜在的员工-Local residents and neighbours of the hotel 当地居民和酒店周边的邻居-Taxi drivers 出租车司机Employees Internal Customers 员工内部客人An internal Customer is another employe

9、e or co-worker who depends on the work you do to be able to do their job effectively: 内部客人是指需要依靠你的工作才能有效完成其工作的其他员工或同事：-Co-workers in the same department 同部门的同事-Co-workers in different department 不同部门的同事-Employees in another Hyatt International hotel 其他凯悦国际酒店的员工Determine your internal customers by: 通

10、过以下判断确定你的内部客人：-where your work goes to ,and 精选学习资料 - - - - - - - - - 名师归纳总结 - - - - - - -第 4 页，共 21 页你所做的是哪个工序，并且-To whom you work is important The Guest Page 6 顾客第 6 页你的工作对谁而言都很重要If your are not serving the customer, your job is to be serving someone who is. 如果你不直接服务客人，那么就为这些直接服务客人的员工服务。Jan Carlson

11、 简 卡森Scandinavian Airlines Systems 斯堪的纳维亚航空系统Perception is everything to the Guest 对顾客而言感受就是一切Hyatt, our hotel and our employees are only good as what other people think and perceive we are and not necessarily what is true. Perception is reality! 凯悦，我们的酒店和员工的好坏程度仅仅是别人所认为和感受的那样而未必就是事实。感觉就是事实！A guest

12、s perception can be influenced by many factors, including: 顾客的感觉可被多方面的因素所影响，包括：-Previous Hyatt visits 以前对凯悦的拜访-Visits by relatives, friends and business colleagues 亲属，朋友和业务伙伴的拜访-Advertising(both brand advertising ,e.g. Park Hyatt advertisements, and hotel/regional advertisements) 广告（包括品牌广告，比如：柏悦的广告，

13、和酒店/地区的广告）-Newspaper, magazine and other news articles 报纸，杂志和其他新闻报道-Airline and other travel partners 航空公司和其他旅行合作伙伴-Interaction with Hyatt employees 与凯悦员工的交流精选学习资料 - - - - - - - - - 名师归纳总结 - - - - - - -第 5 页，共 21 页Factors Affecting Guest Behaviour 影响顾客行为的因素The Guest Page 7 顾客第 7 页Our relationship wi

14、th a guest can be impacted by guest s behaviour. The following are some of the factors that can influence a guest s behaviour: 我们与顾客的关系可以被其行为所影响。以下是能影响顾客行为的一些因素：-Previous experiences in this or other hotels 以前在此或其他酒店的经历-Expectations of service, product ,environment, price, location, etc 对于服务，产品，环境，价

15、格和位置等的期望-Work pressures 工作压力-Social pressures 社会压力-Financial pressures经济压力Our challenge as service professionals is to be empathetic to the guest s situation. 我们作为服务专才的挑战是如何设身处地地为顾客考虑。Empathy. to acknowledge and affirm another person s emotional state without taking it on. For Example: ” I can under

16、stand how this mistake has made you angry.”设身处地：了解并确定他人的情绪而非大惊小怪。比如：“我可以了解这个错误是如何让您愤怒的。”Guest Expectations 顾客期望Guests may have any of the following guest expectations: 顾客可能抱有以下的期望：-A warm welcome 热烈的欢迎-Personal service 个人化的服务-Smiling employees 微笑的员工-Professional service 专业的服务-Friendly, relaxing atmo

17、sphere 友好而轻松的气氛-Courtesy 礼貌-Knowledgeable employees 精选学习资料 - - - - - - - - - 名师归纳总结 - - - - - - -第 6 页，共 21 页博识的员工-Employees to do what they say they will do The Guest Page 8 顾客第 8 页员工能实现他们的承诺-Honesty 诚实-Caring employees who listen 会关心人并愿意聆听的员工Regency Brand Expectation 凯悦的品牌期望A Hyatt Regency is a pl

18、ace with inspirational flair, where guests can expect state-of-the-art technology, exceptional meeting and fitness facilities, inventive restaurants and bars, and most important, service that meets and exceeds their expectations. 凯悦是具有灵感的，在这里顾客可以期望得到最先进的科技，超乎寻常的会议和健身设施，富于创意的餐厅和酒吧，最重要的一点是，这里的服务能满足并超越

19、他们的期望。These hotels have been designed for the fast-moving executive- the experienced traveler who looks for a speedy check-in and check-out, with efficient, business-like but personable service, geared to their high-paced lives, in which they work and play equally hard. 这些酒店为频繁出差的职业经理人-富于经验的旅行者而设计，他

20、们需要快速的入店和离店手续，高效，商务的但个人化的服务，以配合他们工作与休闲同样重要的高速的生活。精选学习资料 - - - - - - - - - 名师归纳总结 - - - - - - -第 7 页，共 21 页The Service Professional Page 9 服务专才第 9 页Service Professional 服务专才Factors Affecting the Behaviour of Service Professionals 影响服务专才行为的因素Work Environment 工作环境-Noise 噪音-Space 空间-Light 光线-Smell 气味-Co

21、lour 色彩-Temperature 温度-Materials 材质-Equipment 设备Job Specifics 工作职责 /细节-Location of equipment 设备位置-Seating 座位-Condition of equipment 设备状况-Conflict of tasks 任务冲突-Pressure of work 工作压力-Overlapping prjects 精选学习资料 - - - - - - - - - 名师归纳总结 - - - - - - -第 8 页，共 21 页交迭的项目-Interruptions The Service Professio

22、nal Page 10 服务专才第 10 页打断-Range of tasks 任务范畴-Standards of performance 行为标准-Role to be played 扮演的角色-Image to be presented 表现的形象-Hotel policies 酒店政策Other Employees 其他员工-Attitude of other employees, supervisor, colleagues, etc 其他员工，主管，同事等的态度-Relationships between employees 员工间的关系-Management style 管理风格-

23、Company politics 公司政策Guests 顾客-Attitude of guests 顾客的态度-Behaviour of guests 顾客的行为Personal Influences 个人影响-Domestic problems(i.e. at home) 家庭问题（比如：在家）-Financial problems 经济问题精选学习资料 - - - - - - - - - 名师归纳总结 - - - - - - -第 9 页，共 21 页-Physical problems 身体问题The Service Professional Page 11 服务专才第 11 页Init

24、ial Contact with the guest 与顾客的初步接触1 Establish rapport 建立友善的气氛-Make eye contact 目光交流-Smile 微笑-Greet the guest 问候客人-Use the guest s name(if known) 使用客人的名字（如果知道）Greeting is important because: 问候很重要，因为：-It shows the guest we care about him/her 表明我们关心顾客-It makes the guest feel comfortable and welcomed 让

25、顾客觉得舒适和受到欢迎-It makes the guest feel important 让顾客觉得受重视-It makes the ongoing dealings more pleasant(we have set the tone from the start) 使正在进行的程序更令人愉快（我们为开场设定了气氛）Using the guest s name is important because: 使用顾客的名字很重要，因为：-It makes the guest feel recognized and important 让顾客给他的伙伴留下印象-It may help the g

26、uest to impress associates who with him/her 可帮助顾客给他的伙伴留下印象-It shows we care enough at a personal level to remember 表明我们从个人化程度关注顾客记住顾客-Our name identifies us as an individual with our own identity- we are not just “ another Number ”我们的名字使我们成为具备个人特质的个体-而不仅仅是“另一个数字” 。II Waiting guests must also be gree

27、ted and made to feel welcome: 必须问候等候的顾客并让他们觉得受欢迎-Make eye contact and smile(minimum acknowledgement) 精选学习资料 - - - - - - - - - 名师归纳总结 - - - - - - -第 10 页，共 21 页目光交流并微笑（最起码的关注）- Greet the guest The Service Professional Page 12 服务专才第 12 页问候顾客-Explain that you will be with them shortly 告知他们你将很快接待他们-Tell

28、 them (accurately) how long the wait will be 告知他们（确切）将等多久III-Guests on the telephone must also be handled with care: 在电话线上我们必须认真对待：-Answer the phone within three rings 在三声铃响内接起电话-Greet the caller with a “ smile in your voice”问候来电者时将微笑带入你的声音-Thank the caller for holding 感谢来电者的等候Being Aware of Our Own

29、 Perceptions and Pre-Conceived Ideas 小心我们自己的感觉和成见We must be aware of our own perceptions and pre-conceived ideas when interacting with guests, if we are to become a true Service Professional: 如果我们想成为真正的服务专才，在和顾客交流时，我们必须小心我们自己的感觉和成见：-We must treat every guest as an individual 我们必须将每个顾客作为单一的个体对待-We mu

30、st avoid stereotyping guests based on their nationality ,age ,sex, ethnicity or the way they dress 我们必须避免按不同国籍，年龄，性别，种族或他们的衣着将客人定型-We must be open to evaluating every guest interaction on its own merits 我们必须客观工整地看待与每个顾客的接触Listening Skills 聆听技巧Hearing does not equal listening. “听”并不代表聆听Listening is a

31、ctive, giving full attention to the guest to better hear and understand the message they are communicating. It shows for the guest and helps to Uncover their real message and need, i.e. what is behind the words. 聆听是主动的，对顾客全面的关注以更好了解他们想要沟通的信息。聆听表明了对聆听是主动的，对顾客全面的关注以更好了解他们想要沟通的信息。聆听表明了对顾客的尊重并帮助明示他们的真正信

32、息和需求，比如：他们言下之意是什么？Listening is important because it helps us to: 精选学习资料 - - - - - - - - - 名师归纳总结 - - - - - - -第 11 页，共 21 页聆听很重要，因为它帮我们：-Understand what the guest really wants The Service Professional Page 13 服务专才第 13 页明白顾客的真正所需-Prevent misunderstandings and mistakes 避免误解和错误-Provide us with insights

33、 about what else we can do to improve guest service 洞察如何进一步提高对客服务-Build long-term relationships 建立长期关系The following can be barriers to effective listening: 以下将对有效的聆听构成障碍：-Noise too much noise can be distracting 噪音太多噪音将导致注意力分散-Interruptions 打断-Day-dreaming not concentrating on the guest 做白日梦不关注顾客-Ste

34、reotyping allowing our pre-conceived ideas to get in the way of what the guest is saying 定型让成见影响了我们对客人的言语的理解-Making up a reply in our head before the guest has finished speaking 在顾客结束陈诉之前就已经在头脑中做出答复Body Language 身体语言60% of what is communicated Is done through means other words! 60%的交流是通过语言之外的途径。Spat

35、ial relationship to the guest: 与顾客的空间关系-Not too close: can make the guest feel uncomfortable 不要太近：让客人感觉不舒服-Not too far: can indicate a lack of interest to become involved 不要太远：表明缺乏兴趣，置身事外-Desks and counters create barriers and communicate a clear message of Territory 桌子和柜台造成障碍并划分了明确的界限-Stand at the

36、same height as the guest 与顾客站在同一高度精选学习资料 - - - - - - - - - 名师归纳总结 - - - - - - -第 12 页，共 21 页The Service Professional Page 14 服务专才第 14 页Eye contact: 目光交流-Making eyes contact tells the guest that you are treating him/her an individual 目光交流让顾客感觉到你将他/她视为独立的个体对待-Too little eye contact: the other person m

37、ay suspect that you are dishonest or may have Something to hide 目光交流过少：对方会怀疑你不诚实或隐瞒了什么-Too much eye contact: the guest may think you are starting 目光交流过多：顾客对感觉你在瞪着他Other facial features: 其他面部特征：-Eyebrows: raised or lowered? 眉毛：挑起或下压？-Mouth: turned up or turned down? 嘴巴：撅起或下撇Body posture 身体姿态-Standing

38、 up straight and tall communicates confidence, pride and competence 站的又高又直表示自信，自尊和能力-Leaning in slightly when someone is talking shows the other person that you consider What they are saying to be important and interesting 轻微的倾向谈话者表明你觉得他们所说的内容重要且有趣Other physical gestures: 其它身体动作：-Fist clenching: agg

39、ression or anger 握拳：侵略或愤怒-Face-touching: anxiety 触摸脸部：紧张-Forehead-wiping: anxiety or fatigue 擦拭前额：焦虑或疲劳-Folding arms or hands deep in pockets: non-verbal barrier to communication 胸前抱臂或手深插入口袋内：对沟通而言属于不使用语言的障碍-Open hands and arms: invitation to communicate 打开双手和双臂：欢迎沟通精选学习资料 - - - - - - - - - 名师归纳总结 -

40、 - - - - - -第 13 页，共 21 页The Service Professional Page 15 服务专才第 15 页Physical contact: 身体接触：-A customary handshake is generally acceptable 礼节性的握手被广泛接受-Anything else may be misinterpreted 其它的身体接触则可能被误解-“ Less is safer”越少越安全Delivering Exceptional Service 提供优质的服务There are two components to the equation

41、for delivering exceptional service: 组成提供优质的服务的等式有两大要素：it is important that we actually do what we say we will do, And that we only say we will do what we can do! 我们一定会提供我们的承诺的服务，并且我们只承诺我们能提供的服务！Treat guest in a courteous, friendly, attentive and professional manner (i.e. professional service with a

42、personal touch) 以有礼，友好，关注和专业的态度对待顾客（比如，专业的服务同时给一个人化的接触）Being friends with a guest 成为顾客的朋友In delivering exceptional service you must never: 在提供优质的服务时你绝不要：-Moan or complain to the guest about your own troubles 向客人诉苦或抱怨你个人的麻烦-Talk about other guests or employees 谈论其他客人或员工-Use first names( unless invite

43、d to) 称呼客人的名而不是姓（除非被要求）The Service Professional Page 16 服务专才第 16 页The service we are delivering(i.e. what we are actually doing for the guest) 我们提供的服务（比如：我们确实为客人做的）The way in which we deliver that Service 我们提供这种服务的方式精选学习资料 - - - - - - - - - 名师归纳总结 - - - - - - -第 14 页，共 21 页-Offer an opinion 提供意见-Dis

44、cuss religion or politics 讨论宗教或政治-Spend too much time talking to one guest 花费太多时间与同一位顾客交谈You should always acknowledge the thanks and appreciation expressed by our guests. 接受顾客的感谢和赞赏You should always thank the guests: 你应感谢顾客：-When they do business with us 当我们与我们做生意时-When they compliment our hotel or

45、 Hyatt International 当我们称赞我们酒店或凯悦国际时-When they offer suggestions 当我们提供建议时-When they provide feedback 当他们提供反馈时Personal Contribution to the Overall Service Experience 个人对于整个服务体验的贡献It is important that you pay special attention to the following: 你对以下内容给予特殊的关注极其重要：- Your personal knowledge ( i.e. you ab

46、ility to answer questions from guests and to solve Their problems) 个人的知识（比如：你回答客人问题和解决问题的能力）-Your personal appearance 个人的形象-The appearance of your work area 个人工作区域的面貌Dealing with Special Situations 处理特殊情况Guests who are unable to pay: 无法支付账单的顾客：-Do not argue with the guest 切勿与顾客争吵-Contact your Superv

47、isor or Department Head The Service Professional Page 17 服务专才第 17 页精选学习资料 - - - - - - - - - 名师归纳总结 - - - - - - -第 15 页，共 21 页联系你的督导或部门经理-Handle discretely 隔离处理Guests who are intoxicated: 喝醉的顾客：-Do not become over-friendly 不要太友善-Do not argue with the guest 不要和顾客争吵-Do not be reproachful 不要责备-Contact y

48、our Supervisor or Department Head 联系你的督导或部门经理Handling complaints: 处理投诉：-Apologise 道歉-Listen and empathise 聆听并体会顾客的感受-Fix the problem 解决问题-Offer a refund (only if necessary) 提供补偿（除非需要）-Follow up to make sure your promise is carried out 善后跟进以确保问题的解决（additional skills and information will be provided i

49、n the Service Recovery module ）(在服务焕新模版中将提供额外的技巧和信息) Dealing with children: 与孩童相处：-Treat children with as much politeness as adults, but a little less formal 象对待成人一样礼貌对待孩童，但不用太过正式-Do not get too involved in their activities 别过多参与他们的活动-Always suggestion high-chairs, cots or baby-minding services 随时建议

50、提供高椅子，轻便小床或看护婴儿服务The Service Professional Page 18 服务专才第 18 页精选学习资料 - - - - - - - - - 名师归纳总结 - - - - - - -第 16 页，共 21 页Please Note 请注意Specific guidelines on these and other situations will be given by your Department Head 你的部门经理将提供你针对这些情况和其它情况的具体指导原则。Touches of Hyatt Page 19 凯悦温情第 19 页精选学习资料 - - - -