《课件一体育场馆观众服务的核心期望》由会员分享，可在线阅读，更多相关《课件一体育场馆观众服务的核心期望（47页珍藏版）》请在金锄头文库上搜索。
1、 CORE EXPECTATIONS FOR GUEST SERICE WORKSHOP 客服工作的核心期望Service Performance Questionnaire 服务表现调查 Place a Check Mark next to the Places where you have Consistently received Poor Customer Service请在你觉得一直受到最糟糕客服的地方旁做记号 Place a Check Mark next to the Places where you have Consistently received Excellent Cu
2、stomer Service 请在你觉得一直受到最出色客服的地方旁做记号 What did the Employees Do?这些地方的员工是怎么做的？ Be Ready to Share!请与大家分享你的经验We want Guests to be Fans of our Events, Teams and Facilities. But Just as Important, We Want Guests to be Fans of our Service!我们希望顾客成为我们演出活动，团队和 场馆的热衷者。但是还有点很重要，我们 希望顾客成为我们服务的热衷者。If Arena is Kno
3、wn for Superior Guest Service. 如果体育馆以优秀的客户服务著称.Guests will Want to Attend our Events客人将会参与我们的演出活动 Teams will Want to Play at our Facility 团队将会想要在我们的场馆演出 Entertainers will Want to Book our Facilities娱乐公司将会希望借用我们的场地 Companies will Pay Big $ to Be our Sponsors许多公司将会为成为我们的赞助商投入大 笔资金During this Workshop
4、We Will. 此次培训中我们将.Reflect on Moments of Truth了解真实的一刻 Discuss the Needs of Guests探讨顾客的需求 Learn the Core Expectations for Guest Service领会客服的核心期望 Focus on Ways to Prevent Dissatisfied Guests关注避免产生不满意经历的方法 Reflect on How to Have Fun at Work!学习怎样在工作中获得乐趣！What is a Moment of Truth? 什么是真实的一刻？SCENE 1: Brian
5、 is taking Martha on a date to the U2 Concert at Arena; They pull up to the parking attendant and.场景1： Brian 和Martha 在讨论去体 育馆看 U2演唱会；他们开车停在了停车场专员这里，然后What is a Moment of Truth?SCENE 1 OUTCOMES: 场景1结果： a) The parking attendant greets them with a smile, comments on Brians hot car, asks Brian for $10 f
6、or parking and wishes them a fun evening停车场专员微笑向他们问好，并对Brian的车子赞美 了一番，像他收取10美元停车费并希望他们晚上过得开 心 b) The parking attendant smiles and asks for $10停车场专员微笑并收取了10美元 c) The parking attendant is rude, complains about the long line of cars and asks for $10 停车场专员很不礼貌，抱怨队伍的长度并收取了10美 元What is a Moment of Truth?S
7、CENE 2: Betty has never been to Wukesong Arena but heard that the food at one restaurant is delicious. She walks up to an Usher and场景2：Betty 从没来过五棵松体育馆但听说 场馆内某个餐厅很棒，她走向一个领位员 ，之后.What is a Moment of Truth?SCENE 2 OUTCOMES: 场景2的结果： a) The Usher agrees that is it amazing food, asks for the guests name,
8、 escorts Betty to the restaurant and introduces her to the Host Person 领位员认同客人的意见，征询客人的姓名，带领Betty到达 餐厅将她介绍给餐厅领位员 b) The Usher provides Betty with directions to the restaurant and wishes her a good evening领位员给Betty指引去餐厅的路并希望她过得愉快 c) The Usher is leaning against a wall, is chewing gum and tells Betty
9、that the restaurant is on the other side of the arena领位员靠在墙上，边嚼着口香糖边告诉Betty这个餐厅在场 馆的另外一端What is a Moment of Truth?SCENE 3: Kevin has ring side seats to a boxing match. He arrives to his seat after the bout has started and discovers that his chair is broken and that a drink has been spilled in the ai
10、sle next to his seat. He finds a Security Officer and.场景3： Kevin 要去看拳击比赛，他的座位在看 台的周围。比赛开始后他才走到座位区，发现 椅子已经损坏并且过道旁有饮料溅出。他找到 了安保人员，之后.What is a Moment of Truth?SCENE 3 OUTCOMES: 场景3 结果： a) The Security Officer contacts Operations via radio, informs them of the seat location and issue. The Security Offi
11、cer asks Juan to stand with an Usher near the entrance to his seat while he ensures no one slips on the spill and that a new seat is installed. The Security Officer then escorts Kevin to his seat. 安保人员通过对讲机和运营部联系，告知他们座位的地点和情况。安保 人员要求领位员站在他座位的入口处以确保没有人滑倒，同时安装新的座位。然后这位保安护送Kevin到他的座位。b) The Security Of
12、ficer contacts Operations via radio, informs them of the seat location and issue and tells Kevin that he can return to his seat in 15 minutes.保安通过对讲机与运营部联系，告知他们座位的地点和情况并同时告诉Kevin15分钟后他可以回到他的座位。c) The Security Officer tells Kevin that this is not his job and that Kevin should go to the Guest Services
13、 Desk保安告诉Kevin这不是他们的工作，让他去找客服部。What is a Moment of Truth? 何谓真实的一刻？ DEFINITION: A brief interaction between an employee and a guest where the guest has a negative, satisfactory or positive experience.定义：员工与客人之间短暂的互动，会导 致客人拥有消极，满意或者积极的经验。What is a Moment of Truth? 何谓真实的一刻？ First ImpressionMake It or B
14、reak It MomentProblem ResolutionMoments that Create Memories 第一印象成功还是失败解决问题制造回忆的时刻The Four Basic Needs of Our Guests 客人的四项基本需要The Need to be Understood需要被理解 The Need to Feel Welcome需要感到是受欢迎的 The Need to Feel Important需要感到受重视The Need to Feel Comfortable需要感到舒适The Need to Be Understood 需要被理解The Need to
15、 Feel Welcome 需要感到是受欢迎的The Need to Feel Important 需要感到受重视The Need to Feel Comfortable 需要感到舒适1.Recognize the guest first. Smile and offer him or her a friendly greeting.首先要迎接客人。微笑并给予对方一 个友好的问候。2.Take personal responsibility to handle guest requests.有个人责任感地处理客人的要求3.Provide courteous service that excee
16、ds guests expectations.提供超越客人预期的彬彬有礼的服务Guest Expectations & Moments of Truth 客人的预期&真实时刻Guest Expectations 客人期望Moment of TruthLOW 低HIGH 高POSITVE 积极NEGATIVE 消极Disappointment 失望Irritation 恼怒Anger 发怒Rage 暴怒WOWD!FAN!4.Consistently use the guests name if it is known. Address him or her by name at least twice during lengthy interactions.如得知客人的名字，始终用名字称呼。在长时 间的交流中至少称呼客人的名字2次以上。5.Apologize and respond qu
