華美達(dá)酒店集團(tuán)2QA(Cendant-New)核心支持內(nèi)容New).ppt

2QA 二個(gè)問(wèn)題的方法 目標(biāo)Objective 了解2QA哲學(xué)練習(xí)以適當(dāng)?shù)姆绞?在適當(dāng)?shù)沫h(huán)境里 接近客人并收集2QA反饋信息體現(xiàn)RAMADA卓越的服務(wù)品質(zhì)和員工素質(zhì)幫助建立各部門(mén)2QA運(yùn)作模式 形成質(zhì)量控制體系的一部分 我們需要從客人那獲得的反饋信息必須是有價(jià)值的面對(duì)面地和客人接觸尋求改進(jìn)的方法尋找出色的員工評(píng)估客人對(duì)RAMADA品牌的忠誠(chéng)度 2QA的基本概念 2QABasics RecognizetheneedforreliablecustomerfeedbackFace to faceguestcontactAskforwaystoimproveIdentifyoutstandingserviceEvaluatebrandloyalty 2QA循環(huán)模式 傳統(tǒng)模式 酒店提供什么樣的產(chǎn)品 服務(wù) 客人只能無(wú)條件接受 1 確認(rèn)須要改善的地方 尋找解決方案 2 尋找優(yōu)秀員工 獲得客人反饋 接近 交流 提問(wèn) 進(jìn)行改變 統(tǒng)計(jì) 分析 評(píng)估客人的反饋信息 改善循環(huán) The2QAModel GuestFeedbackEvaluation SolicitingGuestFeedback MakingTheChange NeedForImprovementRecognizeStarAssociates ImprovementCycle RAMADA質(zhì)量控制體系 2QA概念 傳統(tǒng)的問(wèn)卷調(diào)查是被動(dòng)的獲取信息 只有極端客人才會(huì)填寫(xiě)Passiveapproaches surveys questionnaires andcommentcards toguestsgenerallyprovideonlytheextremesofsatisfactionanddissatisfactionallowingfeedbackfromtheaverageguesttogoundisclosedtotheproperty 2QAConcept VerySatisfied VeryDissatisfied AverageGuest 2QA概念 客人的反饋信息是通過(guò)面對(duì)面的與住店客人的直接接觸而獲得的 Collectionofguestfeedbackdatabetweentheextremesisaccomplishedface to facewiththeguestduringtheirstayatyourproperty 與眾不同尋找服務(wù)的差距將客人反饋的結(jié)果運(yùn)用于酒店的戰(zhàn)術(shù)和戰(zhàn)略策劃之中合理優(yōu)化投資花費(fèi)使職能部門(mén)員工處于信息匯聚的最前沿客觀公正地尋找表現(xiàn)突出的員工 UniquenessversusourcompetitivesetFindgapsinservicedeliveryUseresultsforbothtacticalandstrategicplanningPrioritizecapitalspendingPutlinelevelstaffattheforefrontofinformationgatheringCreatebias freerecognitionforoutstandingperformance Why2QA 2QA反饋例子 為素食者提供更多食物選擇 1005房床墊需要更換 你們夜班經(jīng)理Maria非常優(yōu)秀 我房間里要瓶裝水 我們的房間 1812 特別熱 在送餐菜單上提供更多的選項(xiàng) Morefoodselectionsforvegetarians Themattressinroom1005needstobereplaced Mariayournightmanagerisanexcellentemployee Iwouldlikebottledwaterintheroom Ourroom 1812 wasextremelyhot Moreitemsonroomservicemenu ThisisNOTa2QAresponse Everythingwasgreat Examplesof2QAResponses 5 的解答 例子 225房間x30天 6750可利用的室夜按平均70 的住客率計(jì)算 每月共有4800間住客房間x1 3 6240位客人x5 每月有312位客人被挑選作為2QA訪談的對(duì)象則大約相當(dāng)于每天11位客人 Duringanygivenmonth atleast5 ofyourguestsshouldbeselectedfor2QAconversations每月至少有5 的住店客人被挑選作為2QA的訪談對(duì)象 5 Solution 接觸客人 在您入住期間 您覺(jué)得我們?cè)谀男┓矫嫘枰岣呖梢宰屇訚M意 Duringyourcurrentoranyfuturestay whatistheareaorserviceweneedtoimprovetobeabletoserveyoubetter 您覺(jué)得我們哪位員工為您提供了超過(guò)您期望值的出色服務(wù) Whichofouremployeeshasstoodoutinprovidingyouservicebeyondyourexpectations 您下次來(lái)這兒還會(huì)入住我們酒店嗎 Whenyoureturntothearea wouldyoustaywithusagain 2QA問(wèn)題 Ramada標(biāo)準(zhǔn) Who Where How EngagingtheGuest When What 接觸客人 何時(shí) 在哪里 如何 我們可以在哪些方面進(jìn)行改善以使您的入住更加舒適 Whatcanweimprovetomakeyourstaymorecomfortable 我們的哪位員工為您提供了高于您期望的服務(wù) Whichofourteammembershasgivenyouservicethatsurpassedyourexpectations 您會(huì)再到這兒來(lái)嗎 如果是 您再次入住我們酒店的可能性有多大 Willyoureturntotheareaandifso howlikelyareyoutostaywithusagain 2QA問(wèn)題 變型 誰(shuí) 是什么 處理拒絕多次接近同一客人應(yīng)付錯(cuò)誤信息 ICan tTalktoYouNow HandlingobjectionsApproachingthesameguestsmorethanonceDealingwithfalseinformation 處理拒絕 負(fù)面 TheWrongWay HandlingObjections StaffExcuseme DoyoumindifIaskyouafewquestions GuestI msorry butI mlateforanappointment 處理拒絕 自我介紹留一個(gè)好印象他們現(xiàn)在知道你是誰(shuí)也許下次更加愿意談他們知道您認(rèn)為他們是重要的 正面 HandlingObjections IntroducedyourselfLeftagoodimpressionTheynowknowwhoyouareMaybemorewillingtotalknexttimeTheyknowthatyouthinktheyareimportant TheRightWay StaffGoodmorning mynameis I manassociatehereat 多次接近同一客人時(shí)如何避免復(fù)雜化 HowtoAvoidComplicationsfromApproachingtheSameGuestMultipleTimes TheWrongWay StaffGoodmorning mynameis I manassociatehereat Haveanyofourotherassociatesaskedyouaboutyourstaywithus StaffOh I msorrytohavebotheredyou GuestYes andI vealreadyansweredyourquestions 多次接近同一客人時(shí)如何避免復(fù)雜化 HowtoAvoidComplicationsfromApproachingtheSameGuestMultipleTimes TheRightWay StaffGoodmorning mynameis I manassociatehereat Haveanyofourotherassociatesaskedyouaboutyourstaywithus StaffWearealwayslookingforwaystoimprove soletmethankyouagain andIhopeyoucontinuetoenjoyyourstaywithus GuestYes andI vealreadyansweredyourquestions 應(yīng)對(duì)不真實(shí)的反饋信息 先禮貌地接受 核實(shí)它的真實(shí)性 準(zhǔn)確地記錄 獲得客人的理解 AcceptInformationGraciously DealingWithFalseInformation ClarifyUnderstanding CheckItsAuthenticity RecordAccurately 不自我介紹不表明您的意圖沒(méi)有征得同意問(wèn)他們是否有時(shí)間談話 錯(cuò)誤方式 NotintroducingyourselfNotstatingyourobjectiveNotgettingagreementAskingiftheyhavetimetotalk TheWrongWay StaffDoyouhaveafewmomentssothatIcanaskyouthreespecificquestions GuestI dreallyliketohelp butI minahurrynow Maybelater TheFocusedConversation 自我介紹說(shuō)明你的意圖得到許可開(kāi)始2QA 正確方式 IntroduceyourselfStateyourobjectiveGetagreementBeginthe2QA TheRightWay TheFocusedConversation StaffGoodmorning mynameis I manassociatehereat Haveanyofourotherassociatesaskedyouaboutyourstaywithus StaffGood Ihavethreespecificquestions Whatcanweimprovethatwouldmakeyourstaywithusmorecomfortable GuestNo 相關(guān)研究 顧客對(duì)溝通過(guò)程的感覺(jué)在很大程度上影響著客戶滿意度 進(jìn)而 預(yù)示著顧客忠誠(chéng)度 摘自 應(yīng)用溝通研究學(xué)報(bào) 2003年第31卷第3條 Customerperceptionsofcommunicationperformanceaccountsforsignificantvariationsincustomersatisfaction whichinturn predictscustomerloyaltyintentions JournalofAppliedCommunicationResearch Vol 31 No 3 2003 2QAinvolvescommunicationperformanceRemember it snotjustwhatyousay buthowyousayit 記住 在2QA的溝通過(guò)程中 不僅要注意說(shuō)什么更要注意怎么說(shuō) SupportingResearch 讓客人感覺(jué)受到重視確定客人了解你的意圖吐字清晰考慮一下您將如何記住客人所說(shuō)的內(nèi)容控制局面對(duì)負(fù)面反饋信息有心理準(zhǔn)備表示感謝向?qū)ｉT(mén)小組反饋訪談結(jié)果 MaketheguestfeelimportantMakesuretheguestunderstandswhatyouwantSpeakclearlyDecidehowyouaregoingtorememberwhat ssaidMaintaincontrolBeopentonegativefeedbackExpressgratitudeReportyourresultstothepanel TheFocusedConversation 如果你不明白 要問(wèn)清楚如果需要 做好記錄如果需要 請(qǐng)進(jìn)行核實(shí)正 負(fù)面的反饋都要接受充分估計(jì)各種可能性 準(zhǔn)備適當(dāng)?shù)膽?yīng)對(duì)確保所有問(wèn)題已被回答 Clarifyifyoudon tunderstandTakenotesifnecessaryVerifyifnecessaryAcceptthenegativeandthepositiveFullypreparedforallpossibilities givingappropriateresponseMakesureallquestionshavebeenanswered Aboveall beagoodlistener在任何情況下 都要作一個(gè)好的傾聽(tīng)者 TheFocusedConversation 2QA將指明方向 是服務(wù)問(wèn)題還是需要投資花費(fèi) ServiceVs CapitalSpend 2QAwillpointtheway 2QA要點(diǎn)回顧 2QA是一種活躍的面對(duì)面地得到客人反饋的方法2QAisanactiveface to faceapproachtoguestfeedback2QA收集兩個(gè)極端以外的多數(shù)客人的反饋意見(jiàn)2QAface to faceguestfeedbackcapturesresponsesbetweentheextremes 了解在什么時(shí)候 什么地點(diǎn) 如何接近客人進(jìn)行2QA訪談Knowhow whenandwheretoapproachguestsfor2QA2QA的主要目標(biāo)是對(duì)服務(wù)和硬件方面的持續(xù)改善Theprimarygoalof2QAiscontinuousimprovementserviceandphysi