澳大利亚留学生旅游管理专业essay写作：Empathy and Personalized Service

澳大利亚留学生旅游管理专业essay写作：Empathy and Personalized Service

 

 

Good customer services are essential to success in any industry, but it is particularly important for the hospitality sector. Many hospitality enterprises wish to let customers know about their service. They are taught a lot of information to customers, to promote their. Their subjective behaviors often ignore the customer objective sense. And excellent enterprise is fully understanding customer's real idea, to give customers what they really need service（W.B. Martin, 2003）.This literature review will discuss relevant information to illustrate that focusing on empathy in the workplace.

良好的客户服务在任何行业成功的关键，但它是特别重要的酒店业。许多饭店企业想让客户知道他们的服务。他们教了很多信息给客户，以促进他们的。他们的主观行为经常忽略客户的目的意义。优秀企业是充分了解客户的真实想法，给客户提供他们真正需要的服务（WB Martin，2003）。这些文献的审查将讨论相关的信息表明，专注于工作场所中的移情。

 

 

Today, customers demand more diversified, personalized, complex, on the consumption experience requirements are increasingly high, and the hotel industry is becoming increasingly fierce. With the development of experience economy age requirements, hotel personalized services innovation to meet customer experience needs; it has become the important measures to enhance the competitiveness of the hotel. The best way to attract customers is the emotional empathy to the customer. Listen carefully to the customer. Try to understand and feel the customer is what feeling. To experience from the customer's perspective. In most cases, if the customer knows the hotel and they resonate, so the hotel is the most successful (J.S. Reynolds, 2004).

 

 

“Empathy is the ability to share another person’s feelings and emotions as if they were your own” (Cobuild Dictionary, 1995). Empathy is take the customer as the center of the marketing concept, the customer to meet the material needs but also longing for spiritual stimulation to enjoy and its value perception. Now, the hotel provides not only popular catering accommodation goods and services, but to create a wholeheartedly for the customer experience, to the customer left unforgettable memory. Therefore, the personalized service to sales and management is a necessary way for modern Hotel survival competition.

 

 

The hotel features are reflected in the process of operation, from the reservation, check-in, dining, accommodation, entertainment, until the departure, the whole process for receiving guests’ hotel products and services. This process is the embodiment of the hotel features a process. Therefore, if we generalize the hotel features, mainly reflected in: the hotel environment and facilities, products and services of the hotel, the hotel restaurant and catering, hotel culture and entertainment. If you want to be perfect, the hotel these links are to attend to customer empathy.

 

 

Provide personalized service series from all hotel facilities. Standardization, standardization of service product is the product of the standard hotel service era, namely "one fits all", the hotel provides a unified service to meet all customer needs, provide the hotel services is similar, the difference in quality of service not worth mentioning. So when customers get the service, do not feel satisfied, but when customers don't get it, they will feel not satisfied. Personalized service is just the opposite, this targeted, personalized and emotional service is a kind of incentive for the customer, the customer enjoy "specifically for my services," being good feeling, pay attention to the treatment, which are particularly pleased. Many hotels are often focus on the standardization of services and ignore the personalized service, which violates the customer resonance practices, like the waiter of Mexico and Thailand: they are often in the finished staple food after it has been completed, but do not know that there is additional services may be provided to the customer Nobles & C. Thompson, 2002).

 

 

Personalized service is not difficult, and is very simple, because let customers feel more complicated, customer status is often not what they really want. Skilled service providers must find a "real" meaning; fully understand the guest (W.B. Martin, 2003). So, personalized service is a manifestation of empathy, it only needs to do: First, initiative, service personnel can not passively wait for the customer requirements, and should be forecast service; Second, diversity, as many options as possible for customers, so that it can select their own; third, satisfying, beyond satisfaction standards, so that customers feel surprise and enjoy the value.个性化服务是不难的，很简单，因为让客户感觉更复杂，客户的地位往往不是他们真正想要的是什么。技术服务提供者必须找到一个“真正的”的意思；充分理解客人（WB Martin，2003）。因此，个性化服务是移情的表现，它只需要做到：第一，积极主动，服务人员不能被动地等待客户的要求，并应预测服务；第二，多样性，尽可能多的选择，为客户，这样就可以选择自己的；第三，满意，在满意的标准，使顾客感到惊喜和欣赏价值。

 

 

For customers, they in the hotel's reaction are what happened during the stay for dinner, this does not mean that the hotel can immediately know about here. But the chance is that although they may never come back to you, but will recommend you to other people (C. Hay, 2000).

 

 

References

1. Cobuild Dictionary (1995), Harper Publishers Ltd, London, England, p.540

2. C. Hay (2000), “How to grow your hospitality business”, published by H&H in Christchurch, New Zealand, p.132

3. H. Nobles & C. Thompson (2002), “Timing is everything, or is it?”, published in Current Issues in http://www.ukassignment.org/dxessay/ Tourism, Vol.3, Iss.2, pp.37-43

4. J.S. Reynolds (2004), “Hospitality services: Food and lodging”, published by Goodheart-Willcox Co in Tinley Park, Illinois, p.60

5. W.B. Martin (2003), “Providing Quality Service”, published by Prentice-Hall in        Hoboken, New Jersey, pp.83-84