文華東方酒店 處理客人需求及溝通技巧 3.0 lqe part 3. guest handling & communication bilingual

1、現(xiàn)在服務(wù)史上的傳奇‘A Legend in Our Times’,LQE 培訓(xùn)單元三處理客人需求及溝通技巧LQE Training Module 3Guest Handling & Communication,復(fù)習(xí)Review,格言二：我們會(huì)自然和親切地尊稱客人的名字，并以友善的姿態(tài)、微笑和眼神款待客人。PIL02: We will warmly engage all guests by natural use of

2、 their names and through friendly gestures, smiles, and eye contact. 格言三：我們會(huì)細(xì)心觀察和聆聽，以便了解及洞察每位客人的需求，并適時(shí)作出回應(yīng)。PIL03: We will carefully watch and listen to each guest so that we can understand and anticipate their needs,

3、and respond in a timely manner.格言四：我們會(huì)時(shí)刻保持警覺(jué)，即使從身旁經(jīng)過(guò)，也會(huì)主動(dòng)和尊敬地跟客人及同事打招呼，并在有需要時(shí)提供協(xié)助。 PIL04: We will maintain an alert posture so that we can proactively and respectfully acknowledg

4、e guests and fellow colleagues, even when passing by, offering assistance when needed.格言八：在酒店引領(lǐng)客人時(shí)，我們至少會(huì)伴隨客人走少部分路程，永不會(huì)用手指指示方向。 PIL08: When directing guests around the hotel, we will always at least partly escort them,

5、 never simply pointing.,永不說(shuō)“不”‘Never say No’,任何情況下，我們都不能說(shuō)“不”。不論是對(duì)客人的需要和投訴、員工的祈求、還是對(duì)伴侶的關(guān)懷,我們都不能說(shuō)“不”?！甀f you want to exceed your current service levels, never say “NO”. When a customer calls with a complaint and asks for

6、 assistance, never say “NO”. When a staff member is stressed out and needs support, never say “NO”. When you are saturated with your business and your spouse needs attention, never say “NO.”Barton Goldsmith, Ph.D. Gol

7、dsmith Consulting,目標(biāo)Objectives,列出關(guān)于處理客人需求和溝通技巧的文華東方服務(wù)格言。 List the Mandarin Oriental Pillars relating to Guest Handling and Communication說(shuō)明其重要性。 Explain the role and importance of these LQE Pillars in our hotel

8、s示范如何有效地實(shí)踐。Demonstrate ways to effectively implement these LQE Pillars in your day to day working life,優(yōu)質(zhì)服務(wù)體驗(yàn)格言六LQE Pillar 6,我們永不會(huì)對(duì)客人說(shuō)“不”，但提出可供選擇的解決辦法。We will never say “no” to a guest, but offer alternative solutio

9、ns.,沒(méi)有不可能的事情Nothing’s Impossible,車輪也有方形‘Cars should have square wheels’,多角度思考The Lateral Thinker,假如在這種情況如下，它會(huì)導(dǎo)致什么…. If this is the case…where does it lead…假設(shè)四方車輪會(huì)產(chǎn)生震蕩 Square wheels would predictably produce bumps如果震

10、蕩可以預(yù)測(cè)，那么改善懸掛系統(tǒng)可否抵消震蕩？If bumps are predictable, then suspension can be designed to compensate車子如何預(yù)測(cè)震蕩呢？How could this car predict bumps? 車頭安裝自動(dòng)感應(yīng)器？ It could have a laser or sonar on the front of the car主動(dòng)式避震？ What abou

11、t active suspension? 懸掛系統(tǒng)上安裝感應(yīng)器？There could also be a sensor attached to the suspension車頭感應(yīng)器收集路面信息傳送到懸掛傳感器，從而相應(yīng)抵消震蕩 The sensor at the front of the car could determine when the car is going to hit a bump and feed this i

12、nformation back to the suspension sensor which would compensate accordingly等等… And so on…,提供多項(xiàng)選擇 Offering Alternatives,客人點(diǎn)了羊肉，但是沒(méi)有了，怎么辦？ A guest is ordering th

13、e lamb dish on the menu and this dish is not available推薦其他菜式 ：“真希望我們能有這道菜，很抱歉已經(jīng)沒(méi)有了。不過(guò)，我建議您可以嘗嘗這道羊肉燴雜菜，它是用…做的，味道很不錯(cuò)?！?“I wish this dish was available. Unfortuna

14、tely, we have run out of it. May I make a recommendation though? We have a fabulous lamb ragout which is prepared with...”,代替‘不’的短語(yǔ)Phrases in Place of “No”,不好意思，這個(gè)沒(méi)有了，可是… Unfortunately, this is not available, but…我希望我

15、可以，但… I wish I could, however… 我可以給您… Well, I could offer this… 另一種選擇是… One alternative for you could be…

16、 我能做的是… What I can do is…非常抱歉…因?yàn)椤墒恰?I’m sorry, that is not possible, because…but…,優(yōu)質(zhì)服務(wù)體驗(yàn)格言十一LQE Pillar 11,我們會(huì)平靜及誠(chéng)懇地聆聽客人的投訴，對(duì)任何不便之處道歉，取得客人對(duì)跟

17、進(jìn)工作的同意后，確保工作完成。We will listen to guest complaints calmly and sincerely, apologise for any inconvenience, agree upon an action which will follow, and ensure the action occurs.,投訴有 ?禮? A Gift,投訴是客人送給我們的禮物，它提供改善的機(jī)會(huì), 確?？腿藵M

18、意并再次光臨。A complaint is a ‘gift’ because it gives us the opportunity to correct the situation and ensure that the guest is happy and will return,客人疑難處理Solving Problems,記下準(zhǔn)確及實(shí)際的資料，接著詢問(wèn)相應(yīng)問(wèn)題。Take accurate & factual not

19、es from the guest, after asking the appropriate questions. 確保在所合理的時(shí)間內(nèi)跟進(jìn)及做出回應(yīng)。Assure them you will either call them (if it is a telephone complaint) within a reasonable time period i.e. 5-10 minutes or come back to them

20、 in person preferably. 如有需要找主管協(xié)助，需告知客人。Tell the guest that you will need to seek assistance from your Supervisor immediately to work together on solving the problem/issue.,跟進(jìn)Follow Up,作出跟進(jìn)與解決客人問(wèn)題同樣重要：Follow up is as

21、important as actually solving the guest’s problem:表示我們明白客人的需要 It demonstrates that we understand what the guest had to go through表示我們關(guān)懷客人 It shows that we care你知道多少并不重要，最重要是你有沒(méi)有真正地關(guān)心客人?！甌he Customer does not car

22、e how much you ‘know’…until they know how much you care’.,實(shí)用短語(yǔ)Useful Phrases,我很感謝您告訴我們“I am so grateful you let us know” or “Thank you for letting us know”我們很感激您的反饋“We really appreciate your feedback”　 我明白您這么說(shuō)很不容易，感謝您

23、的意見和時(shí)間。 “ I know it is not easy to give feedback which is not positive and I thank you for taking the time”感謝您，您的寶貴意見將讓我們更好地服務(wù)其他客人?！?Thank you, you have helped us help other guests”,謝謝!Thank you!,優(yōu)質(zhì)服務(wù)體驗(yàn)格言六&十一Pill

24、ars 6 &11,我們永不會(huì)對(duì)客人說(shuō)“不”，但提出可供選擇的解決辦法。 PIL6: ‘We will never say “no” to a guest, but offer alternative solutions. ’我們會(huì)平靜及誠(chéng)懇地聆聽客人的投訴，對(duì)任何不便之處道歉，取得客人對(duì)跟進(jìn)工作的同意后，確保工作完成。 PIL11: ‘We will listen to guest complaints calmly

25、and sincerely, apologize for any inconvenience, agree upon an action which will follow, and ensure the action occurs.’,角色扮演場(chǎng)景Pillar Role-Play Scenarios,提供選擇的角色扮演：Offering Alternatives Role-Play:客人在登記入住時(shí)，要求入住有海港景的高樓層房

26、間，但其房型已售完。At check-in the guest requests a high floor room with a view of the harbour but these rooms are sold out客人要求免費(fèi)延遲退房時(shí)間至下午６點(diǎn)。A guest requests late check-out until 6 p.m. free of charge,角色扮演場(chǎng)景Pillar Role-Play Sc

27、enarios,處理客人投訴的角色扮演 Handling Complaints Role-Play:你早上起床后發(fā)現(xiàn)臉上有刮痕，并且有點(diǎn)腫。當(dāng)你看到枕頭里面有別針時(shí)，意識(shí)到是晚上被別針刮到的痕跡。你非常憤怒，打電話給客房服務(wù)員，要求經(jīng)理來(lái)到你的房間。你惱火沖霄，怎么都想不通像這樣豪華的酒店怎么會(huì)發(fā)生這種事情。

28、 You woke up in the morning with scratches on your face and a little swelling. When you look at the pillow you realize that there was a safety pin inside the pillow case and this has scratc

29、hed you during the night. You are extremely angry and call Housekeeping, demanding for The Manager to come to your room! You are very mad and want to know how this could happen in a Deluxe Hotel.,電話禮儀的重要Importance of

30、Telephone Etiquette,這間是豪華酒店，客人希望獲得最好的服務(wù)。 We are a luxury hotel and guests expect only the best. 電話禮儀代表著我們的整體服務(wù)形象。 Telephone manners and etiquette give the guest an impression of our overall service.,優(yōu)質(zhì)

31、服務(wù)體驗(yàn)格言九 LQE Pillar 9,我們會(huì)在第四響鈴響前接聽電話，并時(shí)常平靜及清晰地應(yīng)對(duì)。We will answer telephones before the fourth ring, and always speak calmly and clearly.,客人來(lái)電應(yīng)答Outside Callers Greeting,適當(dāng)?shù)恼泻粲谜Z(yǔ) Greeting of the day酒店名稱 H

32、otel name請(qǐng)問(wèn)來(lái)電是要轉(zhuǎn)接到…？ How may I direct your call? 請(qǐng)問(wèn)有什么我能幫忙的嗎？ How may I be of help?請(qǐng)問(wèn)有什么我能協(xié)助的嗎？ How may I assist you?,部門來(lái)電應(yīng)答Departmental Greeting,適當(dāng)?shù)恼泻粲谜Z(yǔ) Gr

33、eeting of the day部門名稱 Department name您的姓名 Your name 有什么可以為您效勞？How may I help you? / How may I assist you? 下午好，財(cái)會(huì)部，我是Jeff Scottsman，有什么可以為您效勞？E.g. "Good afternoon, Accounts, this is Jeff Scottsman, how may

34、 I assist you?”,優(yōu)質(zhì)服務(wù)體驗(yàn)格言十LQE Pillar 10,與客人電話對(duì)答中，我們會(huì)先征求客人同意才讓他們等候；在轉(zhuǎn)接電話前會(huì)事先告知客人；及永遠(yuǎn)讓客人先掛線。When talking with guests by telephone, we will ask permission before placing guests on hold, announce to whom they are being conn

35、ected, and always allow the guest to be the one to end the call.,來(lái)電等候Call on Hold,征求允許 Ask for permission解釋原因 AND explain why you are placing them on hold:請(qǐng)您稍等一下可以嗎？我?guī)湍椤? “May I place you on hold, so that I can check

36、…” 請(qǐng)您稍等一下可以嗎？我去給您找….“May I place you on hold for a minute, I will go and see for myself”,接回等候電話Returning to a ‘Hold’,致歉: We apologize對(duì)不起讓您久等了?！?I’m sorry to have had you on hold”很抱歉讓您久等了?！癐 apologize for placing yo

37、u on hold and for the wait” 感謝您的耐心等候?！癐 apologize for placing you on hold and I appreciate your patience”很抱歉讓您久等了，請(qǐng)問(wèn)有什么事我可以幫您？“I apologize for placing you on hold, how may I help you?”,來(lái)電等候例子Call Hold Example,客房服務(wù)員：

38、“下午好，客房部，我是Ellis,有什么可以為你效勞？” HSKP: “Good afternoon, Housekeeping. This is Ellis. How may I assist you?”客人：“是的，我是4503號(hào)房的林先生，你能告訴我房間里的浴袍多少錢？我覺(jué)得很軟，我很喜歡，想買回家?！盙UEST: “Yes,

39、 this is Mr Lim from Room 4503. Can you tell me how much your bathrobes are? I may like to purchase one to take home with me. They are so soft and nice.”,來(lái)電等候例子Call Hold Example,客房服務(wù)員：“當(dāng)然可以，林先生，我需要和我同事確認(rèn)一下，您能等我一會(huì)嗎？”HSK

40、P: “Of course, Mr Lim. I will need to look this up at my colleague’s desk. Please could you hold for a few seconds?”客人：“當(dāng)然可以?！盙UEST: “Sure”.　接回林先生的電話… On returning to Mr Lim…　客房服務(wù)員：“林先生感謝您耐心等候，浴袍的價(jià)格是９５美元，我們有全新的…

41、HSKP: “Thank you for holding, Mr Lim. I apologize for the wait. The price for a bathrobe is US$95 and we have brand new ones…,來(lái)電轉(zhuǎn)接Transferring a Call,確認(rèn) Acknowledge來(lái)電轉(zhuǎn)接時(shí)要知會(huì)客 人Let the guest know that you are transferrin

42、g their call 話務(wù)員：“下午好，文華東方酒店。我是Lisa,有什么可以幫您？” OPERATOR: “Good afternoon, Mandarin Oriental. This is Lisa. How may I assist you?”來(lái)電者：“請(qǐng)轉(zhuǎn)接前臺(tái)” CALLER: “Yes, Reception please”話務(wù)員：“好的，我現(xiàn)在幫您

43、連接前臺(tái)”O(jiān)PERATOR: “Certainly, I’m connecting you with Reception now.”,轉(zhuǎn)接來(lái)電例子Transferring a Call Example,話務(wù)員：“下午好，三亞文華東方酒店，需要如何幫您轉(zhuǎn)接？”O(jiān)PERATOR: “Good afternoon, Mandarin Oriental, Sanya. How may I direct your call?客人：“請(qǐng)幫

44、我連接前臺(tái)？”GUEST: “Yes, could you please connect me to reception?”話務(wù)員：“好的，我馬上幫你連接，祝您愉快?！監(jiān)PERATOR: “Certainly. I will forward your call right now. Have a good day.”　客人：“謝謝你?！盙UEST: “Thank you”.,優(yōu)越服務(wù)體驗(yàn)之實(shí)踐 LQEs in Action,

45、播放DVD第三部分DVD Segment 3,服務(wù)格言練習(xí)Pillar Practice,２人一組 Get together in pairs　第一輪—練習(xí)接聽外線和轉(zhuǎn)接電話到一個(gè)部門。Round 1 – practice answering an outside call and transferring the caller to a department第二輪—練習(xí)接聽部門電話，讓客人等候，查完事項(xiàng)后，回接電話。Round

46、 2 – practice answering a departmental call, placing the guest on hold to check something and returning to the caller每個(gè)人須練習(xí)２個(gè)場(chǎng)景。Each of you must practice both scenarios每一輪你有５分鐘。You have 5 minutes for each round,優(yōu)質(zhì)服

47、務(wù)體驗(yàn)格言九&十Pillars 9 &10,我們會(huì)在第四響鈴響前接聽電話，并時(shí)常平靜及清晰地應(yīng)對(duì)。PIL09: ‘We will answer telephones before the fourth ring, and always speak calmly and clearly.’與客人電話對(duì)答中，我們會(huì)先征求客人同意才讓他們等候；在轉(zhuǎn)接電話前會(huì)事先告知客人；及永遠(yuǎn)讓客人先掛線。PIL10: ‘When

48、talking with guests by telephone, we will ask permission before placing guests on hold, announce to whom they are being connected, and always allow the guest to be the one to end the call. ’,您有什么疑問(wèn)嗎？What Questions Do Y