邮轮客舱对客服务之第一印象

职业教育国际邮轮乘务管理专业教学资源库《邮轮客舱服务与管理》双语版邮轮客舱对客服务之“第一印象”学校：湖北科技职业学院授课老师：王红玲知识点KnowledgePoints知识点一：客舱服务员如何给客人留下第一印象KnowledgePoint1:Howdocabinattendantsmakeafirstimpressiononguests.知识点二：对客服务过程中的做到“七知道”和“三了解”KnowledgePoint2:Doseven-knowsandthree-understandsintheprocessofcustomerservice.Withtherapiddevelopmentofthecruiseindustry,thecruisemarketcompetitionisbecomingmoreandmorefierce,andtouristshavemorechoices.Howtoimprovethecompetitivenessandwinthegoodreputationofcustomersisparticularlyimportant.随着邮轮产业的迅猛发展，邮轮市场竞争也越发激烈，游客的选择也更多，如何提高竞争力，赢得顾客的好口碑显得格外重要课程导入Courseintroduction服务员1Attandant1服务员2Attandant2Howdocabinattendantsmakeafirstimpressiononguests.一、客舱服务员如何给客人留下第一印象Asfarasthewaitersthemselvesareconcerned,theirhairstyleiscleanandtidy,theirmake-upissimpleandelegant,theirclothesareneatandtheirmannerisappropriate,whichwillbringgoodfirstimpressiontotheguestsandbecomethesoftpowerforcruiseshipstoimprovetheircompetitiveness.Firstimpressionsareshort-lived,buttheyareverypowerful.就服务员本身而言，发型干净整齐、妆容素雅、着装整洁、谈吐得当都会给宾客带来良好的第一印象，成为邮轮提高竞争力的软实力。第一印象虽然短暂，但这是非常有影响力的第一印象Firstimpression邮轮客舱部的工作特点有别于其他部门。客舱部以整洁、舒适、安全为前提，随时随地给宾客提供一个以“静、净、敬”为的住宿环境。客舱部是宾客在选择邮轮旅行过程中的“家外之家”Theworkingcharacteristicsofcruisecabindepartmentaredifferentfromotherdepartments.Thecabindepartmentmakecleanliness,comfortandsafetyasthepremise,andprovidesa"quiet,cleanandrespectful"accommodationenvironmentforguestsanytimeandanywhere.Cabindepartmentisthe"homeawayfromhome"forguestsintheprocessofchoosingcruisetravel.客舱部工作特点WorkingcharacteristicsofcabinDepartmentDoseven-knowsandthree-understandsintheprocessofcustomerservice.二、对客服务过程中的做到七知道和三了解对客服务的意义Thesignificanceofcustomerservice1体现了邮轮管理水平的高低Itreflectsthelevelofcruisemanagement.2关系到邮轮的直接利益以及邮轮的整体形象Itisrelatedtothedirectinterestsofcruiseshipsandtheoverallimageofcruiseships.3直接影响着客人对邮轮的整体评价Itdirectlyaffectstheoverallevaluationofthecruisebytheguests.Provideacomfortable,quiet,elegantandsafeaccommodationenvironmentforguests.Beforeboardingtheship,weneedtoprovidemeticulous,convenient,thoughtfulandwarmservicetotheguestsaccordingtotheirhabitsandcharacteristics.Do“seven-knows,threeunderstands”inadvance.为客人提供一个舒适、安静、优雅、安全的住宿环境。在客人登船之前，我们需要针对宾客的习惯和特点做好细致、便捷、周到、热诚的对客服务。提前做好“七知道，三了解”工作任务Tasks七知道Seven-knows七知Sevenknows时间Time人数Numberofpeople国籍Nationality身份Identity接待单位Reception特殊要求Specialrequirements收费办法Chargingmethod三了解Threeunderstand宗教信仰和风俗习惯ReligiousbeliefsandcustomsLifecharacteristicsandactivityschedule离店时间Departuretime生活特点和活动日程客舱服务质量是每一个细节的有机排列，服务的内涵更多地表现在细微之处，所谓“见微知著，一叶知秋”Thequalityofcabinserviceisanorganicarrangementofeverydetail,andtheconnotationofserviceismoreexpressedinthedetails.Theso-called“knowwhatyousee,knowtheautumnwithaleaf”.客舱服务质量Thequalityofcabinservice相反，对服务细节不加注意，甚至认为无所谓，不经意间就会招来客人的反感。在客人登船前就要问清楚是否有其它需要，这样才能做出更好的服务Onthecontrary,ifyoudon'tpayattentiontothedetailsoftheservice,oreventhinkitdoesn'tmatter,youwillattractthedisgustoftheguests.Inordertomakebetterservice,weshouldaskwhetherthereareotherneedsbeforetheguestsboardtheship注意细节Payattentiontothedetails总结Summary0

1客舱服务员如何给客人留下第一印象Howdocabinattendantsmakeafirstimpressiononguests.0

2对客服务过程中的做到七知道和三了解Doseven-knowSandthree-understandsintheprocessofcustomerservice.思考Reflection0

1如果服务人员惹怒了客人，我们应该如何解决？Iftheservicestaffannoyedtheguests,howshouldwesolveit?0

2一位客人即将要登船，我们需要提前知道和了解什么信息呢？Aguestisabou