16条服务指导准则详解培训资料(PDF 44页)

主要内容
优质服务 Service Excellence
基础服务 Service Basics
礼貌 Courtesy
反应及时准确 Right First Time
客户忠诚度 Guest Loyalty
全员销售 We Are All Sales People
合作 Co-operation
展示最佳状态 Presentation Excellence
人翁意识
Ownership/Involvement/Improvement
投诉与服务改善
Complaints/Service Recovery
跟进 Follow-up
安全 Safety & Security
知识技能 Knowledge
电话接听 Telephone Handling
荣誉感 Take Pride in Your Work
沟通技巧 Interpersonal Skills
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