论客舱服务语言沟通的重要性 (5)
发布时间:2020-04-05 来源:文档文库
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上海民航职业技术学院
毕业论文
论客舱服务语言沟通的重要性
专 业: 班 级: 学 号: 姓 名: 完成日期: 指导教师:
上海民航职业技术学院毕业设计(论文)
摘要
游客与客航服务者之间的沟通是服务者为客户服务时最重要的环节,客舱服务中乘务员应灵活的进行语言沟通才是做好服务工作最关键的要素,学会沟通才能更好的为客户服务,本文阐述了客舱服务语言沟通是航空公司客舱文化的重要组成部分,在客舱服务过程中乘务人员会遇到形形色色的乘客以及临时出现的诸多问题,能更好的进行语言沟通,达到恰当、轻松、幽默、和谐的服务效果,建立和谐的客服关系,提高服务质量,达到让旅客满意的目的,才是客舱服务顺利交往和旅客满意度的有效保证。
关键词:客舱服务,语言沟通,成功交际,旅客服务II
上海民航职业技术学院毕业设计(论文)
ABSTRACT Between the tourists and passenger airlines service communication is the most important service for the customer service link, cabin service attendant should communicate the language flexible elements is the key to do service work, learn to communicate in order to better serve our customers, this paper expounds the cabin service language communication is an important part of airlines the cabin in cabin service culture, in the process of the flight attendants will encounter a lot of problems of every hue passengers and temporary, can communicate language better, achieve the service effect is appropriate, relaxed, humorous, harmonious, build a harmonious relationship between customer service, improve service quality, to make customers satisfied with the objective, is the effective guarantee cabin service smooth communication and passenger satisfaction.
Key Words: Cabin service, communication, communication, passenger serviceIII
上海民航职业技术学院毕业设计(论文)
目录
绪论………………………………………………………………………………… 1 第1章 ............................................................5 1.1 客舱服务的主要内容..........................................5 1.1.1迎客阶段.................................................5 1.1.2 巡航后的服务阶段........................................6 1.1.3 送客阶段................................................6 1.2客舱服务的现状以及问题........................................7 ......
第2章语言沟通的技巧...............................................8 2.1巧借词意,移花接木化尴尬