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第五节康乐服务的基本技巧•一、迎领的技巧•二、陪练的技巧•三、酒水推销的技巧•四、处理突发事件的技巧小练习•1、领客人就位时，应走在客人的（），侧步行走，并用手势引导。•A、右前方•B、左后方•C、左前方小练习•2、发生打架斗殴事件时，服务人员要能够随机应变，（）。•A、在控制事态发展的同时，迅速报警•B、立即报警，等候处理•C、平息事件后，交公安机关处理常见问题应对实训•1、迎面遇到客人•2、在行走中，有急事需要超越客人•3、顾客提出的问题，自己不清楚，难以回答•4、客人正在谈话，我们有急事要找他•5、当发现客人随地吐痰、弹烟灰•6、客人对你提出批评意见常见问题应对实训•7、遇到刁难的客人•8、客人发脾气骂你•9、客人向你纠缠•10、服务过程中不小心将酒水撒到客人衣服上•11、客人所点酒水酒单上没有或是刚好卖完了常见问题应对实训•12、发现客人穿硬底鞋进入网球场•13、客人在网球场有个储物柜，其朋友来打球，要求服务员用备用的钥匙打开储物柜，把柜子里的球和球拍借给他用•14、客人自称是健身房的常客，结账时要求服务员打折•15、发现客人把更衣柜钥匙带走康乐服务用语•一、体现“以客人为中心”的原则•1、尊敬语•2、谦让语•3、郑重语第一节康乐服务人员的语言规范•二、赞美的准则•1、赞美要处于真诚•2、赞美应明确具体•3、赞美应因人而异，突出个性•三、得体、谦逊•四、征询、委婉小练习•1、服务人员体现尊重语的“五声”指的是什么？•2、对女士赞美时，应从哪些角度来表达赞美之情？补充：康乐服务英语•一、常用短语•1、Couldyouhelpme?•Wouldyoupleasedomeafavor?•Wouldyoupleasegivemeahand?•2、CanIhelpyou?•MayIhelpyou?一、常用短语•3、Becarefully!•Takecare!•Watchout!•4、Sorry,butit’snosmokinghere!•Sorry,butyou’renotallowedhere!•5、Here’syourchange(receipt).一、常用短语•6.MayIcomein?•Comein,please.•7.Excuseme.•Sorry.•Nevermind.•8.Seeyounexttme.•9.Welcometotherecreationcenter.二、问询服务•1.A:Whereisnightclub?•B:It’sintheMulti-FunctionHall.•2.A:WhereistheMulti-FunctionHall?•B:TheMulti-FunctionHallfacesthefastfoodrestaurantonthefirstfloor.•3.A:Whendoyouopenthenightclub?•B:Atnineeveryevening.二、问询服务•4.A:CanIusemyresidencycard?•B:Sorry,youhavetobuyaticket.•5.A:CanIusemyVIPcard?•B:Yes,ofcourse.•6.A:Cananychildusethechildren’splayground?•B:No,onlychildrenunderfiveareallowed.二、问询服务•7.A:Howcanwegetin?•B:PleasegototheTVGameRoomtochangeyourmoneyintoourspecialcoins.•8.A:WhereistheBowlingCenter/SwimmingPool/BilliardsRoom?•B:It’sonthefirstfloor/secondfloor/inthebasement.二、问询服务•9.A:WherecanIgetsomethingtoeat/drink?•B:YoucangetitinthefastfoodorChineseRestaurant.•10.A:Excuseme,howcanIgettothebowlingcenter?•B:Pleasegostraightahead,turntotheleft,godownstairs,thenyoucanfindit.二、问询服务•11.A:Oh,whereisthestairs?Ican’tfindit.•B:Pleasefollowme.•12.A:Couldyoupleaseleaveyouridentificationcardor200RMBasthedeposit?•B:Ok,hereismyidentificationcard.二、问询服务•13.A:Howmuchisitforonehour?•B:35yuanforasquashcourt,20yuanfortwosquashrackets,10yuanforonesquashball.Altogetherit’s65yuan.•14.A:OnecoinfortheTVgameisoneyuan.Howmanycoinswouldyoulike?•B:Tencoins,please.三、预定服务•A：Goodmorning.It’sreception.MayIhelpyou?•B:Yes,Iwanttobookareservationforbowlingcenter.•A:Yes,sir.Pleasetellmewhenyouliketoplay?•B:Tomorrow,about3:30pm.三、预定服务•A:Howmanypeopleinyourparty?Andhowmanylaneswouldyoulike,Sir?•B:Fiveperson,twolanesplease.•A:Yes,Sir.MayIhaveyournameplease?•B:JohnSmith.•A:Andyourtelephonenumberplease,Sir?•B:64376688,theextentionis540.三、预定服务•A:Yes,letmerepeatit.It’stomorrowat3:30pmforbowlingcenter,twolanesforMr.JohnSmith.Thetelephonenumberis64376688-540.Isitallright,Mr.Smith?•B:Yes,exactly.Thankyou.•A:Thankyouforcallingus.Goodbye.四、接待服务•A:Thisismyfirsttimetohere.Wouldyoupleasegivemeanintroduction.•B:TherecreationcenterincludesWaterPark,Multi-FunctionHall,BowlingCenter,Saunaandotherfacilities.•A:I’dliketogoswimming.•B:It’soverthere.四、接待服务•A:WherecanIbuyticketsfortheWaterPark?•B:Atthecashier’sdesk.•A:Howmuchisaticket?•B:50yuan.•A:Whatareyourbusinesshours(Whendoyouopen/close)?•B:9amto12pm.Hopeyouhaveagoodtimehere.五、投诉用语•A:IwonderhowyourcentercanaffordtoemploysucharudeattendantintheSPA.Hewillruinthereputationofyourcenter.•B:I’msorry,sir.I’llcontacttherecreationmanagerandinformhim.I’msurehe’lldealwithit.MayIhaveyournameandtelephonenumber?•A:Smith.Telephonenumberis64370102.五、投诉用语•B:Mr.Smith,pleaseacceptmyapologiesonbehalfofthecenter.OurRecreationDepartmentmanager,Mr.Wangwillbeintouchwithyou.CanIbeoffurtherassistance?•A:Iwanttotalkwithyourmanagerimmediately.•B:Waitamomentplease.Iwillcontactwithhimatonce.六、结账服务•1.WeonlyacceptRMB.Thereisforeignexchangedeskatthere.•2.Here’syourchange.•3.Sorry,wearesoldoutoftickets.Pleasewaitamoment.六、结账服务•4.Excuseme,couldIpayitwithacreditcard?•A:Sorry,Sir.Wedon’tacceptithere.Pleasegothroughformalitiesatgeneralcashdesk.•A:Thegeneralcashdeskisinthelobby,whichisoppositethePublicRelationsDepartment.•5.Wedon’taccepttraveller’scheque.