建立良好的賓客關(guān)系天津海運(yùn)職業(yè)趙瑩瑩課件

建立良好的賓客關(guān)系EstablishGoodGuestRelations天津海運(yùn)職業(yè)學(xué)院趙瑩瑩TianjinMaritimeCollegeZhaoYing-ying

目錄ContentEstablishmentofCustomerRelationshipOrganizationofGuestService

DepartmentCorrectUnderstandingofCustomers0102賓客服務(wù)部顧客關(guān)系機(jī)構(gòu)的設(shè)置正確認(rèn)識客人MasterCommunicationSkillswithCustomers03掌握與顧客溝通的技巧皇家加勒比郵輪的“金錨服務(wù)”GoldAnchorServiceGoldAnchorService__________GOLDGOLD皇家加勒比郵輪公司推出金錨服務(wù)項(xiàng)目的目的是什么呢？WhatisthepurposeofRoyalCaribbeanCruise’sGoldenAnchorservice?為了建立良好的賓客關(guān)系擴(kuò)大銷售、增加顧客的回頭率，以期得到更多利潤Expandsalesandincreasecustomerturnoverinordertogetmoreprofits通過良好的口碑，提高品牌的知名度Improvebrandawarenessthroughgoodreputation良好的賓客關(guān)系GoodGuestRelations“顧客至上”——以人為本““GuestsFirst”—PeopleOriented

賓客服務(wù)部顧客關(guān)系機(jī)構(gòu)的設(shè)置EstablishmentofCustomerRelationshipOrganizationofGuestServiceDepartment1賓客服務(wù)部，整個(gè)部門都是用于與顧客建立良好的顧客關(guān)系，代表郵輪接待每一位需要幫助的顧客GuestServicedepartment,Thewholedepartmentisusedtoestablishagoodcustomerrelationshipwithcustomersandreceiveeverycustomerinneedonbehalfofthecruise賓客服務(wù)部Guestservicedepartment前臺GuestRelationsDesk未來航程銷售FutureCruiseSales禮賓Concierge正確認(rèn)識客人CorrectUnderstandingofGuests2要與顧客建立良好的顧客關(guān)系，就要對顧客有個(gè)正確的認(rèn)識，正確理解郵輪員工與顧客的關(guān)系Toestablishagoodcustomerrelationshipwithcustomers,itisnecessarytohaveacorrectunderstandingofcustomersandcorrectlyunderstandtherelationshipbetweencruisestaffandcustomers如何認(rèn)識？HowtoUnderstand?顧客服務(wù)的對象ObjectofService情緒化的自由人EmotionalFreeMan紳士和淑女GentlemenandLadies品頭論足的對象ObjectofCriticism“說理”的對象Theobjectof“Reasoning”“教訓(xùn)”和“改造”的對象Objectof“Lessons”and“Transformation”掌握與顧客溝通的技巧MasterCommunicationSkillswithCustomers3重視對顧客的“心理服務(wù)”PayAttentiontotheCustomers“PsychologicalService"3.1對顧客不僅要斯文和彬彬有禮，而且要做到“謙恭”、“殷勤”BeGentle,BePoliteBeHumble,BeCourteous3.2對待客人要善解人意BeConsideratetoGuests3.3“反”話“正”說不得對顧客說“不”NeverSay“No”toGuestsandbePositive3.4NO!？Ithinkyoucan……否定自己，而不要否定顧客DenyYourself,notCustomers3.5如果有什么地方?jīng)]有清楚，我可以再說一遍。Ifyoudon'thearanythingclearly,Icansayitagain.您聽我說投其所好、避其所忌HitonWhatGuestslikeandAvoidtheirTaboo3.6不能因?yàn)榕c顧客熟悉而使用過分隨意的語言DoNotUseOverlyCasualWordsEvenifYouareFamiliarwithGuests3.7本講小結(jié)Summary賓客服務(wù)部顧客關(guān)系機(jī)構(gòu)的設(shè)置EstablishmentofCustomerRelationshipOrganizationofGuestServiceDepartment正確認(rèn)識客人CorrectUnderstandingofCustomers前臺GuestRelationsDesk掌握與顧客溝通的技巧MasterCommunicationSkillswithCustomers禮賓Concierge建立良好的賓客關(guān)系EstablishGoodGuestRelations未來航程銷售FutureCruiseSales服務(wù)的對象Objectof

Service情緒化的自由人EmotionalFreeMan紳士和淑女GentlemenandLadies重視對顧客的心理服務(wù)PayAttentiontotheCustomers“PsychologicalService”對顧客斯文、彬彬有禮、謙恭、殷勤BeGentle,BePolite,BeHumble,BeCourteous對顧客要善解人意BeConsideratetoGuests不得對顧客說不NeverSay“No”toGuestsandbePositive否定自己，而不要否定顧客DenyYourself,notCustomers投其所好、避其所忌HitonWhatGuestslikeandAvoidtheirTaboo規(guī)范的溝通語言Standardized