月毒 1.1.1 餐厅服务 考古

ryangu619

53. 在服务业中guarantee的作用，8月jj29 （以下转录自04年8月SC & RC机经滚动总结：29.还有一篇是management的，很简单，好像是第四篇：讲服务承诺的事情。第一段：先讲服务承诺对不同档次的餐馆的的影响。对于档次高的餐馆就管用，对于档次低的餐馆就会有负面的影响。原因是客户对这些餐馆本来就有印象，对其服务水平有概念，档次低的餐馆，这么一承诺反而引起客人的怀疑。但是，这种情况只是出现在类似餐饮业这种行业中，像软件业这样，客户一般不具备专业知识去了解产品和服务，客户就会很需要这种承诺。（这段有考点问你软件业和餐饮业的区别，好像还有考点问低档次餐馆和高档次餐馆的区别。我有印象，大家注意别选那个肤浅的选项，说什么一个使用承诺管用，一个不管用；个人意见，选引起区别的原因，不要选区别本身。）第二段：对于餐饮业来说，服务承诺的重要性不是在对客户的吸引，而是：一、让员工知道什么样的服务是企业成功所需要的；二、给一些传统上认为unskill的劳动成为skill的（这个我忘了，好像当时也没看清，呵呵。第二段整体是考点，问你服务承诺的作用）。应该有主旨题，反正不难，我给忘了。版本2：是说service guarantee. 首段说这种服务保证对高档次的餐厅而言会有很好的辅助作用。另一方面，对低档的饭店来说，会起到副作用，因为顾客会怀疑服务质量。但是，对某些high skilled行业，如electricity等，这种保证却十分有效。因为顾客会认为它代表了高质量。二段说某人的某理论对这种现象进行了解释。三个细节题，都不难。）(x3次)

这篇文章和verbal分册里面的下面这篇有异曲同工之妙  可以做参考阅读一下------------------------------

　Seeking a competitive advantage, some professional service firms(for example, firms providing advertising, accounting, or health care services) have considered offering unconditional guarantees of satisfaction. Such (5)  guarantees specify what clients can expect and what the firm will do if it fails to fulfill these expectations. Particularly with first-time clients, an unconditional guarantee can be an effective marketing tool if the client is very cautious, the firm's fees are high, the (10) negative consequences of bad service are grave, or business is difficult to obtain through referrals and word-of-mouth.　　However, an unconditional guarantee can sometimes hinder marketing efforts. With its implication that fail- (15) ure is possible, the guarantee may, paradoxically, cause clients to doubt the service firm's ability to deliver the promised level of service. It may conflict with a firm's desire to appear sophisticated, or may even suggest that a firm is begging for business. In legal and health care (20) services, it may mislead clients by suggesting that law- suits or medical procedures will have guaranteed out- comes. Indeed, professional service firms with outstandin reputations and performance to match have little to gain from offering unconditional guarantees. And any firm (25) that implements an unconditional guarantee without undertaking a commensurate commitment to quality of service is merely employing a potentially costly marketing gimmick.

zmy19880908

考古里全是楼主的帖子，太强了

allattit

LZ是个大好人！ 会有福报的！

jasonhaha

辛苦了

serenashu

THX~~

peiyabbfbl

太强了！辛苦了！

纳丁Cat

牛啊~~又找到了

antony880805

霸楼