Customer service cases and skills

Family service is one of the concrete manifestations of high-quality service, which requires us not only to standardize our service, but also to really coordinate our language, eyes and actions, put ourselves in the guest's shoes, and really create a feeling of being at home for the guests with the attitude of the host. The following examples may give us some inspiration:

Case 1:

Some drivers like to park their cars on both sides of the driveway after seeing off passengers, which will affect the smoothness of the driveway. When the concierge informs the driver to park in the parking lot, different statements will have different effects.

1, "Sorry, parking is not allowed here. Please park your car in the parking lot."

2. "Sorry, this is the driveway. For the safety of your car, please park your parking space in the parking lot. "

Comments:

Although the first statement apologized in advance, the tone of some orders may not have a good effect on some drivers who are not good at talking. The second statement makes the driver feel that the hotel is for the safety of his car and will naturally cooperate with the concierge.

Case 2:

One day at 20: 00, 50 1 the guest who just entered the store stood at the door and shouted, "waiter, why can't I open the door with my key?"

The waiter replied:

1, "Can I try?" The waiter took the key and tried it. The door opened. The waiter answered the guest, "Maybe you used it wrong just now. Look, the door is open now. "

"Would you please try it on for me?" The waiter took the key, tried it, and said, "You insert the magnetic stripe down into the door lock, turn the handle to the right immediately after the green light comes on, and the door will be fine." After the door is opened, the waiter inserts the key into the electric card to get electricity.

Comments:

The first treatment is too straightforward, which makes the guests feel embarrassed, while the second waiter quietly corrects the improper use of the guests, which not only helps the guests, but also saves them from embarrassment, which embodies the style of star service.

Case 3:

When checking in, the front desk staff asked the guests in the same industry to show their certificates, but the guests only asked for one of their ID cards. The waiter said to the guest:

1, "Hotel guests must register, which is the rule of the hotel (or public security bureau)."

2. "In order to make it convenient for you to enter and leave the room and sign the bill in the hotel, and for your friends to inquire, please show me your certificate and we will help you register."

Comments:

The first way to say "rules" is to force guests, which is not easy to accept, on the contrary, it will produce resistance. The second statement makes guests feel that registration is for the convenience of guests' activities in the hotel, which is easy to accept from the perspective of guests.