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Service-excellence(ppt文档).ppt
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2022-10-20
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Service-excellence(ppt文档).ppt
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Service Excellence
优质服务
![](https://csdnimg.cn/release/download_crawler_static/86788016/bg2.jpg)
课程 Modules
• 简介优质服务 Introduction to Service Excellence
• 为客人做到 Making it Happen!
• 使客人满意的责任 Taking Responsibility for Guest
Satisfaction
![](https://csdnimg.cn/release/download_crawler_static/86788016/bg3.jpg)
目标 Objectives
• 识别顾客与如何提供主动服务 Be able to identify a guest
& what you can do to provide proactive service.
• 解释温德姆优质服务理念各要素 Be able to explain the
elements of Wyndham’s Service Excellence concept.
• 描述身体语言的六个必备要素Describe the 6 essential
categories of body language
• 解释‘投诉与我’的四个重点Explain the 4 keys about
‘complaints & you’
• 解释为什么正确态度对提供优秀客户服务是至关重要
的 Explain why having the right attitude is vital to good guest
service
![](https://csdnimg.cn/release/download_crawler_static/86788016/bg4.jpg)
第一段 Introduction to Service Excellence
• 目标 Objectives
– 解释工作最基本的要素 Explain the basic elements of a
business
– 解释如何识别顾客并预见到客人的需求 Explain how
to identify a guest & ways of anticipating their needs
– 描述创造特殊时刻意识和欢迎意识的方法Describe
ways of creating a sense of occasion & welcome
![](https://csdnimg.cn/release/download_crawler_static/86788016/bg5.jpg)
公司的基本原理 The basic
elements of a business
• 温德姆至尊豪庭做什么样的生意?
• What business is Wyndham Grand Plaza Royale
in?
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