Service from the Heart

When a customer complains, you should...
当顾客投诉时，您应该...

• Tell the customer it wasn't your fault
  告诉顾客这不是您的错

• Defend your company actions
  为公司的行动进行辩护

• Apologize for the inconvenience caused
  为造成的不便道歉

When a customer ask questions, the best Service Ambassador will be...
当顾客提出问题时，最优秀的服务大使将会是...

• The most knowledgeable employee
  最有知识的员工

• The employee who resolves their problem most quickly
  最快解决问题的员工

• The employee who listens and shows they understand the customer's concern and cares about resolving it
  会倾听并表达他们理解顾客关切的员工，并关心解决问题的员工

A difficult customer is...
一个难搞的顾客是...

• Always right
  永远是对的

• Always the customer
  还是你的顾客

• Never happy
  永远不会满意

When you are explaining a customer is asking a long question, you should...
当您对因为提出了一个很长的问题的顾客解释时，您应该...

• Tell the customer you can't help them, it sounds way too complicated
  告诉顾客您无法帮助他们，因为听起来太复杂了

• Interrupt the customer to offer a solution to their question, they are taking too long!
  
  打断顾客并提供解决方案，因为他们花费的时间太长！

• Repeat back to the customer what they have said to make sure the customer knows you have understood
  向顾客重复他们说过的话，以确保顾客知道您已经理解

Good customer service always involves...
好的客户服务环绕着...

• Giving the customer what they ask for
  提供顾客所要求的

• Enforcing the rules
  执行规定

• Listening to your customer and showing you care
  倾听顾客并展示关心

When making eye contact with a customer, the first thing you should do is...
当与顾客进行眼神交流时，您应该首先...

• Smile
  微笑

• Say Hello
  说"你好"

• Ask if you can help
  询问是否可以帮助

You come to work and see some rubbish near the front door, you should...
您上班时看到门口附近有一些垃圾，您应该...

• Leave it, it's the cleaners job
  不管它，那是清洁工的工作

• Pick it up, else it will create a bad impression on customers
  捡起来，否则会给顾客留下不好的印象

• It's outside, it doesn't matter
  它在外面，没关系

Your colleague is complaining about your supervisor in front of your customer, should you...
您的同事在顾客面前抱怨您的主管，您应该...

• Let them carry on, the customer might feel sorry for you and leave a tip
  让他们继续，顾客可能会为您感到抱歉并留下小费

• Take them to one side away from the customer and politely ask them to stop
  将他们引到远离顾客的地方，礼貌地请他们停止

• Say nothing, you don't like your supervisor as well
  保持沉默，因为您也不喜欢您的主管

If you only ever answer the telephone after 6 or 7 rings, what message will this send to your customer?
如果您只在电话响了6或7声后才接听，这会向顾客传达什么信息？

• This is common for your F&B industry
  这是正常的，餐饮业永远不会接电话的

• You are too busy to help them
  这传达了您太忙，无法帮助他们

• Your company has lots of business, so you must be giving good customer service
  您的公司生意兴隆，所以您一定提供了良好的客户服务

Face to Face, what percent of communication is the words used?
面对面的沟通中，言语所占的百分比是多少？

• 5%

• 25%

• 7%