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从老板到员工,都说真情重要,服务规章,规范用语也周密详尽,但往往在实行中总免不了刻板、冷漠的搬用,流露不出些许真情。这已成为当今商场整体服务质量和品位上不去的最常见最严重的障碍。某大学郭教授外出住某星级宾馆。清晨起来散步,出门时,总台服务员问了第一声:先生,您好;出了大门,门卫问第二声“先生,您好”;散步回来,门卫、总台服务员、电梯服务员又接二连三地“先生,您好!”知书达理的教授对如此礼遇,只好三步一点头地应答着,搞得心里很烦。中午有人在宾馆餐厅请教授吃饭,两个多小时,服务员也不知说了多少个对不起:上菜说对不起,递毛巾时说对不起,上烟缸
From the boss to the staff, they all say that the truth is important, the service rules and norms are well-specified, but often the practice is inevitably rigid and indifferent to move, revealing a little truth. This has become the most common and serious obstacle to the overall quality of service and quality in today's shopping malls. Professor Guo went out to live in a university hotel. Morning walk up and go out, the total desk waiter asked the first sound: sir, hello; out the door, the doorman asked the second sound “sir ”; walk back, the guard, reception desk attendant, elevator attendant And one after another “sir, hello! ” Knowledgable professor of such courtesy, had to answer three-step nodded, and heart annoying. At noon, someone invited a professor at the hotel restaurant to eat, more than two hours, the waiter did not know how many said I'm sorry: serving said sorry, hand towel, said I'm sorry, on the ashtray