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- Model: 10119639986206
- Weight: 1.00kg
- Dimensions: 25.00cm x 10.00cm x 1.50cm
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图解服务的细节129：“笨服务员”解决术.4，治愈顾客情绪
作 者 ： 【日】桥本保雄
出 版 社 ： 东方
定 价 ： 58
ISBN 号 ： 9787520735629
出版日期 ： 2023年8月
版 次 ： 1
印刷日期 ： 2023年8月
印 次 ： 1
装 帧 ： 平装
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我们要站在投诉者的立场上，走进对方的内心。如此便可想象顾客内心真正的需求：“希望你们这么办”“想要你们那么做”等。针对这些需求，换做自己的话怎样才能得到满足，想必立即就有了答案。根据这个答案采取相应的措施，顾客的心就会被治愈。解决顾客投诉的问题，消除顾客的焦虑或不满，就意味着除去了病根，让顾客的心情由阴转晴，感到愉悦和舒畅。情绪因此得以平复，内心也逐渐被治愈。此前的投诉自然就迎刃而解了。这就是投诉处理即治愈人心的原因所在。只要从顾客的角度阐明事实，以诚相待，就不难得到顾客的体谅，提出投诉的顾客甚至会转变为常客或熟客。换言之，擅长应对投诉的服务人员 能得到顾客的青睐，从而提高自己的销售额。作者结合40多年酒店从业生涯中的所见所闻，引用具体实例，对投诉的基本结构、投诉处理技巧，以及其相应的礼仪规范、将投诉运用于服务的方法等进行全面阐释。 |
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【日】桥本保雄大仓酒店原副社长。1931年出生于仙台市。从东北学院大学经济学系毕业后，进入东京YMCA 酒店专门学校学习。1955年进入东京神田骏河台的山上酒店工作。1961年转职至大仓酒店，****年任专务董事，1995年任副社长，1999年6月任顾问。他是酒店业 般的存在。任日本Hospitality推进协会理事长、函馆大学客座教授、日本酒店经营学会代表干事、社团法人日本酒店/餐厅服务技能协会会长等职。 |
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Tips for reducing the shipping cost
1)Get rid of the original packing, for example, if you buy a pair of shoes, you could get rid of the shoebox which will save a lot for volumetric weight.
2)The shipping cost is normally charged by every 0.5KG. So if you buy a product that is only 0.1KG then you might consider buying 2-3 PCS per time which will not add more shipping cost for your order.
Volumetric Weight
Volumetric weight refers to the overall size of a parcel and is measured in volumetric kilograms. Volumetric weight can be calculated by multiplying the length, width, and height of a parcel (in cm) and dividing that figure by 5000 (some carriers use a divisor of 6000/7000 and etc).
Prohibited Items (but not limited) for International Shipping,
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Cigarette
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Alcohol
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Liquid
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Knife/Scissor
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Toy Gun
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Seeds
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Live Animals
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Real Flowers
The following items (but not limited) might only could ship with specific logistic lines,
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Cream
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Cosmetics
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Snacks
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Medicine