Give me a customer case about excellent service.

Friendly communication creates high quality.

One day, while cleaning Room 22 12, Li Jialing, the room cleaner, found 2220 tenants wandering in the corridor in their pajamas, as if looking for something, so she took the initiative to meet them. Looking closely, she found that the tag of the guest's new pajamas was dragged outside the pajamas, which greatly affected the beauty and comfort. So she indicated to the guests whether it was necessary to cut off the label of pajamas. After getting a positive reply from the guest, she helped the guest take off the tag, but because the tag was too strong, she informed the guest waiter to send a pair of scissors. She thinks it is impolite to let guests stay in the corridor in pajamas. In order to improve the service quality for foreign guests, the hotel will organize English training regularly. At this time, Li Jialing remembered the guest English she had learned in the training class. She boldly said to the guests, "Please wait in the room for a while, I'll be right back" and invited them to wait in the room, which was accepted by the guests.

When the scissors were delivered to the guests, she walked into the room and carefully cut the tag for the guests. The guests are satisfied with this barrier-free service. At the same time, Li Jialing found that the guest's room was a mess. In order to avoid disturbing the guests repeatedly, she immediately asked the guests for advice on whether to clean them. The guest trusted her to start cleaning. In the process of careful cleaning, she paid attention not to disturb the guests, and when she accidentally made eye contact with the guests, she understood the guests' requirements for item placement and sanitary details and met them one by one. She communicated silently with the guests and greeted them with a smile.

At the end of the cleaning work, Li Jialing hoped to get the foreign guests' opinions on the hotel service, so she bravely tried to communicate with the guests with "May I make some suggestions on the service?". By observing her work, the guests wrote the following comments: "The service here is that the staff, especially Li Jialing, are so helpful. She is very polite and kind, and meets all my needs. She is a good employee and now I am a happy customer. " The guests felt her courtesy and understanding, and also affirmed the excellent service of the hotel staff.

Analysis: Through such successful communication, the room cleaner has a great sense of accomplishment. Although the English level of the sweeper is limited, after continuous training and exercise, I believe that I can try my best to meet the requirements of the guests with practical actions.

1. In the face of foreign guests, language is likely to become an obstacle to communication, but as long as you are not timid and willing to communicate, you can understand the guests' intentions and realize their needs through simple words and rich body language, supplemented by simple objects.

2. Smile is the "lubricant" to achieve the expected communication. Happy expression is a kind of friendly expression. A kind and warm smile can quickly close each other's psychological distance and create a good atmosphere for communication with guests.

3. Grasp the opportunity to clean the room and adhere to the principle of not disturbing the guests repeatedly, which can not only make the guests feel friendly, but also maintain friendly relations with each other.

4. On the premise of not disturbing the guests, asking their opinions in time can not only make the guests feel valued, but also better improve the quality of customer service.

Details make excellent service.

Mr. Shen in Room 2305 is a long-term guest of the hotel. Liang Zongxiu, a cleaner, constantly explores Mr. Shen's personal preferences in the daily cleaning process.

She found that because Mr. Shen often went to the supermarket to buy some snacks, peel crumbs would be thrown on the carpet, and she vacuumed carefully every day; She found that Mr. Shen ate half a bag of melon seeds and didn't seal it, so she asked the foreman for a small clip to help the guests seal it. She knows that Mr. Shen has the habit of smoking in bed. In order to play with ash more conveniently, the coffee table was moved to the bedside. She put two ashtrays on the coffee table immediately after washing them. Mr. Shen often sits at his desk, playing computer and eating snacks, so she fine-tuned the standard of placing items so that guests don't have to adjust the position of trash cans.

In fact, when she cleans every day, most guests can't see it. She has been providing unique services to her guests through such "behind-the-scenes" observation. It can be said that her service is intimate and housekeeper-style. The guest thanked her for her careful service and wrote a warm letter of commendation.

Analysis: Personalized service for long-term guests aims to give guests cordial care and warmth in their second residence, so that they can feel care and respect, so as to meet their actual life needs and emotional needs in the process of being served.

1. When serving long-term guests, cleaners should pay attention to details and master the living rules and habits of guests.

2. The sweeper should know as much as possible about the life of the guests, grasp the standard of politeness, and provide thoughtful service beyond the imagination of the guests while respecting the privacy of the guests.

3. In the whole service process, the sweeper can feel at ease, adhere to personalized service for a long time, and truly achieve "behind the scenes" service.

Serve the guests patiently.

When Li Beibei, a room attendant on the night shift, was cleaning Room A in the chess room, Tenant B proposed to change rooms. However, according to the hotel regulations, it was necessary to go through the formalities of charging extra fees, and the guests immediately canceled the room change plan. Guests may be in a bad mood because they didn't change to Hall A, and in the later service, they constantly put forward various requirements. Li Beibei, who was busy at night shift, added water every few minutes, opened the window in a few minutes, closed the window in a few minutes, and the mahjong machine broke down in a few minutes (although mahjong machine was normal during the inspection). Li Beibei still smiled and patiently served them. At the end of the day, the guest said, I'm sorry to bother you all night. This is how Li Beibei satisfied his guests with extraordinary patience.

Analysis: Chess rooms will have different prices according to the scale and facilities, but guests may change rooms because they don't know the price or are unwilling to charge more. Guests who haven't changed rooms may have some misunderstandings. In this case, how to eliminate the misunderstanding of the guests with sincere and patient service?

1. The waiter adheres to the hotel regulations and does not change rooms without permission to avoid increasing hotel expenses.

2. When the waiter knows that the guests deliberately find out various service requirements due to misunderstanding, he can provide services patiently, thus resolving the misunderstanding of the guests and finally getting the satisfaction of the guests.

3. The waiter has a good grasp of the balance between the daily work and the constant service requirements of the guests, and makes overall arrangements without delay.