1. Customer perception: 1) have the courage to love the customer; 2) manage the emotional account with the customer.
2. Prior perception: 1) before the customer opens his mouth to gain insight into customer needs, observe the words, stand in the customer's point of view to consider, keen, gracious; 2) words to listen to is not really a good service, to become friends with customers through our professional skills and sincerity, service from the heart, stand in the customer's point of view to think about it is a really good service.
3. Basic operation: 1) operation is the foundation of the foundation, is the premise of all service innovation, play a good basic skills, in order to face everything with ease, the vision will be broad, tamping down the basic skills, catering mandatory courses are the foundation of the operation; 2) hospitality introspection, eliminating customer dissatisfaction: introspection of the shortcomings in the work of the service, to enhance the hospitality of the blind spot and the misconceptions.
The teacher spoke of these three principles I have applied to the course, but the premise is to first consider the operation of the restaurant, if the partners of the basic skills are very solid, I will focus on 1.2 principles, if the basic operation of the restaurant is not solid, I will focus on expanding and practicing the basic operation of the third part of the basic operation part. Because this is the foundation of restaurant operations.
Second, from the trainer's perspective, from what aspects will you help service partners to do a good job of service improvement? What is the value and significance it brings?
I will first research the operation situation of the enterprise, find the root of the problem, from simple to difficult, from the outside to the inside for the enterprise to do service improvement!
The basic idea: sorting out the restaurant service process ~ standardize the service behavior ~ standardize the service operation ~ enhance the service skills ~ enhance the communication skills ~ how to deal with customer complaints ~ store brand enhancement
The value and significance: professional skills, high quality and heartfelt service on behalf of the attitude of the restaurant brand. Give customers a professional and good feeling at the same time they will also find their own work value and meaning. Emotions are mutual, give the customer a good at the same time their own harvest is also good. Also through training to enhance the flexibility of service, break the routine for different customers to provide personalized service. Skills training can enhance the service ability of small partners, but I think the service training is a deeper talk about the process of cultural identity, which is also a good instructor to do training for the real significance of the enterprise.