Service refers to paid or unpaid activities that work for others and benefit them. Meet some special needs of others by providing live labor instead of physical form. Edit the characteristics of this paragraph of service 1, imperceptibility 2, inseparability 3, quality difference 4, non-storability 5, non-transferability of ownership Edit this paragraph of service market refers to the market form that provides labor and service places and equipment with little or no material product exchange. Introduction to "Building Eight Aces of Gold Service": With the development of society, the living standard is constantly improving. People go to restaurants not only for eating, but also for customers. In particular, the requirements for services are higher. Service will be one of the most important weights for customers to enter your hotel. ? 8? 4 gold medal service, so that customers can find a sense of belonging at the first time they arrive at the hotel, which is very easy to improve the customer's return rate and eventually become loyal customers, but in real work, hello, the same xx boss! Welcome to visit! Instead of belonging, it has widened the distance between customers and me. As far as service is concerned, what kind of service can make customers change from repeat customers to repeat customers and from repeat customers to loyal customers! We will elaborate on it! ? 8? Sometimes, employees say realistically that guests are unhappy when they do things, but when they turn a corner, they are happy. .............................................................................................................................................? 8? Many times, employees do too much work from the time guests arrive at the hotel to the time they leave, such as picking up clothes, hanging hats, pulling chairs, giving up their seats, pouring tea and wine, etc. Guests feel that your service is not good, which is what you should do, but when employees do something, customers immediately feel that your service is excellent, which is what we have to do well and employees must do. ? 8? Many times, our employees really want to do a good job and respect the guests very much, but the guests say that the employees are unfriendly and have a bad attitude. At this time, the guests are dissatisfied and the employees are full of grievances. What's going on here? ? 8? The waiters are doing the same work and attitude, but some employees have been recognized by the guests, and the guests are full of praise for the good service! But some employees and guests not only disapprove, but also say that the service is too poor! Employees just can't understand that I have done all the work I should do, and I have the same attitude. Why is her service better than mine? Is it really that she is more beautiful than me? Of course not. Do you know the secret? ! ? 8? What should I do if the guest complains? ! What shall we do? What shall we do? It's not whether you want to build a gold medal service team, whether you like it or not. This means that if you don't want to be eliminated, this is something you must do and do well. Enterprises have no choice in this respect! Gold medal service team is not formed naturally, but created by managers with painstaking efforts and wisdom. But in the investigation, we found that some managers are passionate, enthusiastic and hard-working. There is some blindness in the work. It is impossible without passion, enthusiasm and hard work, but these are not enough. Why do different managers make the same efforts one day and get different results? Because what you do is different, the result is naturally different. If there is a ditch in front of you and you need to fill it up, but you concentrate on digging a wall, even if you spend all your strength, it is in vain. Therefore, efficiency and effectiveness must be ensured. You must do the right thing, not do it right! What should we do first in service to build a gold medal service team? To this end, Mr. Zhao Qifu investigated hundreds of enterprises, listed and ranked the existing problems, and finally came up with the top eight problems. These eight problems are the most urgent problems that we need to solve to build gold medal service, and also tell us what managers should do first to build gold medal service ... "Eight trump cards for building gold medal service" course outline: episode I: the transition from greeting to greeting; In that era when there were no greetings and honorifics, a greeting used to make people feel excited, refreshing and cordial. However, in the era of sincerity and friendship, greetings and honorifics have invisibly widened the distance between guests and me on some occasions, making the service rigid and lacking charm. ......................................................................................................... III: Only by integrating with customers can we have a clear context, and we can master the whole service process and grasp the situation; The fourth episode: to achieve standardized services while infiltrating personalized services as much as possible; The fifth episode: improving the quality of solving customer complaints; Episode 6: In our industry, actions are sometimes more important than facts; Episode 7: Waiting with time is more comfortable than waiting without time; Episode 8: Improving Language Ability Management Masters tell us that untrained or untrained employees are the destroyers of enterprises! Friend! If you want to build a gold medal service team, please contact us and listen to Zhao Qifu, an expert who is closest to the actual work, to solve your doubts one by one! Complaint handling skills and practical cases in catering hotels: the first lecture on the core concept of customer complaint handling (1) 1. Foreword 2 The core idea of comprehensive prevention III. Negative case 1: clothes fall into spittoon; The core concept of customer complaint handling (2) 1. Countercase 2: the "drink" drunk by mistake 2. Countercase 3: Chinese cigarettes at the banquet 3. Complaints after meals (1) Part III: Core ideas for handling customer complaints (3) 1. Countercase 5: Complaining after meals (2) 2. Countercase 6: the guest who was scalded by the pot 3. Countercase 7: Seafood brought by guests 4. Successful prevention case sharing 5. Summary of the core idea of customer complaint handling Part IV: Twenty skills of customer complaint handling (1) 60. Fully understand the present situation and its causes. Lecture 5: Twenty Skills for Handling Customer Complaints (2) 1. Tip 2: Make good use of the principle of comparison. Tip 3: Seek the support of a third party. Lecture 6: Twenty Skills for Handling Customer Complaints (3) 1. Tip 4: Learn to praise sincerely and accurately. Tip 5: Make good use of language skills. Lecture 7: Twenty skills for handling customer complaints. Tip 6: Be good at using potential 2. Tip 7: Use external force if necessary. Tip 8: Learn the ability to obtain nonverbal information (1) Lecture 8 Twenty Skills for Handling Customer Complaints (5) 1. Tip 8: Learn the ability to obtain nonverbal information (2) 2. Tip 9: Deal with it in a satisfactory direction. Skill 10: The customer's feelings are more important than the facts (1) 5438+0. Skill 10: The customer's feelings are more important than the facts (2). Tip 1 1: Take good care of customers' faces at all times. Skill 12: Pay full attention to sequelae 4. Skills 13: control your emotions in my tenth lecture, 20 skills for handling customer complaints (7) 1. Tip 14: It varies from person to person 2. Skill 15: Use occupation. Lesson 11 (1) Twenty Skills for Handling Customer Complaints (8) 1. Tip 16: Don't ignore the feelings of employees (2) 2. Skill 17: It is better to speak well than to do well. Skill 18: quarreling is the stupidest behavior 4. Skills 19: master some basic legal norms 5. Skill 20: Other Skills 6. Summary of customer complaint handling skills lecture 12: winning customers.