浅谈酒店的个性化服务?
各位朋友帮帮忙 这是我的论文题目 很急
推荐回答(3个)
自己写啰,网上也是没有的,列个题纲给你,你自己想想吧
一、为何要做好个性服务
二、做好个性化服务对员工的5个必备要求
1、在对客中的服务态度如何
(1)服务意识决定服务态度
(2)做好服务细节标准
(3)服务态度决定一切
2、会用心预测需求和观察客人吗
(1)提供个性化服务的员工预测顾客的需求和期望
(2)在观察中做好跟进服务
3、关注客人的程度如何
(1)能发现客人的不同需求吗?
(2)能针对不同客人提供个性化服务吗?
(3)来店的顾客能感觉受到特别优待吗?
4、会对顾客的“全过程经历”负责吗
(1)对顾客的“全过程经历”负责
(2)注重个性化服务的“关键时刻”
(3)重视顾客体验,管理顾客感受
5、能与顾客有效沟通吗
(1)如何"察言观色"说话?
(2)善于与客人沟通交流中了解需求
(3)充分应用附加语言
(4)提高员工语言技巧,做好个性化服务
三、做好个性化服务的管理关键点
1、满足并超越顾客需求
2、做好顾客期望管理
3、健全完善顾客档案
4、注重内部培训与激励
5、做好内部沟通与协作
设身处地为客户想啊。想到了别人想不到的客户的需要,就是个性化服务了。
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