课程时间：4天

课程大纲：

Day 1 Morning 第一天上午

Introduction to the Course 课程介绍
Instructor introduces his/herself 讲师自我介绍
Review the syllabus 介绍大纲
Students introduce themselves briefly 学员简介
Students state what they expect to gain from the course 学员期望
Customer Service Excellence 优质顾客服务
DefineHospitality & Service 定义酒店服务业和服务
Define word-of mouth advertising 口碑宣传
Differentiategood and bad service 区分服务好和坏
Evaluatethe level of our service 评估现有服务水平
Day 1 afternoon 第一天下午

Moments of Truth 关键时刻
Explain the concept of moments of truth 解释关键时刻理念
Identify the different moments of truth in customer service atworkplace 识别工作中顾客服务的关键时刻
Discuss the various ways of managing moments of truth 讨论如何管理关键时刻
Perception is Reality 感觉就是事实
Identify the meaning of perception 界定感觉的含义
Quality lies in the eyes of service receivers 顾客眼中出质量
Perception activities 感觉活动
Day 2 morning 第二天上午

Positive Service Attitude 积极的服务态度
Explain the importance of your appearance and first impression 外表的重要性与第一印象
Body language : Do’s & Don’ts 肢体语言：该做与不该做
Vocal ( tonality ) 声音（音调）
Telephone Skills 打电话技巧
Smile 微笑
Remember Guests’ Names 记住顾客名字
Day 2 afternoon 第二天下午

Identify Customers’ Needs 识别顾客需求
Define market segmentation 定义市场细分
Define target market 定义目标市场
Identify guest needs, wants and expectations 识别顾客所需所欲
Effective listening 有效倾听的技巧
Effective questioning 有效提问技巧
Obtaining customer feedback 获得顾客反馈
Day 3 morning 第三天上午

Exceeding Customer’s Expectations 超越顾客期望值
Define customer satisfaction 定义顾客满意度
Explain service gap model 解释服务差距模型
Getting the right message across 传递正确信息
Effective selling & up-selling 有效推销和向上推销
Additional value 附加值
Wowyour customers 使顾客惊喜
Day 3 afternoon 第三天下午

Handling Guest Complaints 处理顾客投诉
Analyze whyguests complain分析顾客投诉
Importance of complaints 投诉的重要性
Understandhow to deal with four types of complainers 了解如何处理四类不同的顾客投诉
Learn to get difficult customers on your side 学会让那些难伺候的顾客站到你这边来
Turn angry customers into loyal fans 把生气的顾客变成忠实一族
Learn from your mistakes 从错误中学习
Day 4 morning 第四天上午

Service –Profit Chain & Internal Customer Service 服务利润链与内部顾客服务
Explain the concept of service –profit chain 解释服务利润链概念
Identify the internal customers’ needs, wants and expectations. 内部顾客所需所欲
Empowerment 授权管理
Motivation 激励
Maslow’s Hierarchy of Needs马斯洛需求层次
Self motivation 自我激励
Discuss how to make themotivation plan 制定激励计划
Day 4 afternoon 第四天下午

Teamwork 团队合作
Define group & team 定义群体与团队
Analyze characteristics of a good team 分析高效团队特征
Effective team principles 高效团队规则