sc-001顧客調(diào)查和關(guān)系版本

1、Procedure contents:程序內(nèi)容：1.roduction/ 簡介Satisfaction surveys/滿意度“Customer Relations” Service/ “客戶關(guān)系”服務(wù)15-Minute Satisfaction Guarantee/ 15 分鐘滿意保證5. Open table discuss/ 開放式6. Customer Relation Pros/ 客戶關(guān)系流程1.RODUCTION/ 簡介In its constant concern for the quality of serviprovided to hocustomers, Ibis impl

2、emented acertain number of tools and checks to ensure compliance with pro correct any areas of customer dissatisfaction.ses and procedures and to在持續(xù)關(guān)注向酒店顧客提供優(yōu)質(zhì)服務(wù)的過程中，Ibis 采用一定數(shù)量的工具和檢查保遵守流程和程序，并糾正顧客不滿意的各個方面。，以確2. SATISFACTION SURVEYS/ 滿意度Mystery Shopper Surveys /A Mystery Shopper survey is regularly

3、carried out in each hoeast once a year.每家酒店每年至少定期進行一次。The questionnaire inquires after the quality of products provided: room, restaurant, bathroom, aswell as the quality of serviprovided:ephone reception, reception, answer to requested information, etc.e upon arrival at the對提供的產(chǎn)品的質(zhì)量進行問卷：客房、餐廳、浴室，以及

4、提供服務(wù)的質(zhì)量：接待、到達服務(wù)臺時受到的歡迎、對所要求信息的答復(fù)，等等。An external company compiles andyses the sistics to produce two types of report:consolidated national results and consolidated results for each ho由一個外部公司編制和分析統(tǒng)計數(shù)字以生成兩種類型的 酒店的結(jié)果：綜合的結(jié)果和綜合每家Names:Visa:Addressed to:Written by/ 起草Yi LinYi LinIbis China/ Ibis 中國Checked

5、by/ 審核Annie MengAnnie MengIbis China/ Ibis 中國Approved by/ 批準Robert MurrayRobert MurrayIbis China/ Ibis 中國Quality for Ibis means: implementing tools to ensure the quality of serviprovided to ho customers, but also to check as often as nesaryt customers wants, needs and satisfaction have been met.Ibis

6、 質(zhì)量是指：實施各項規(guī)章確保向酒店顧客提供優(yōu)質(zhì)服務(wù)，并視需要經(jīng)常核實顧客的期望、需求和滿意度是否得到滿足。CUSTOMER SATISFACTION: CUSTOMER SURVEY AND CUSTOMER RELATIONS顧客滿意度：顧客和顧客關(guān)系No. SC 001Page/ 頁數(shù)：1/7Revi/ 版本：2Date/ 日期：01-04-11QUALITY PROCEDURE質(zhì)量程序MODULE: CUSTOMER SATISFACTION模塊：顧客滿意度The results are written up in a survey report and sent to Ho Marke

7、ting Department.Managers, their hierarchy, the將結(jié)果詳細在一份中，并傳送酒店經(jīng)理、他們的管理層、市場部。HoManagers use the results to prepare and implement action plans, which are approved byDOPs and during their rounds of the ho.酒店經(jīng)理使用該結(jié)果制定和實施行動計劃，行動計劃將由運營主監(jiān)在視察酒店期間進行驗證。Follow-up is maained by the operational hierarchy and the

8、Quality Pros (ISO) auditors.后續(xù)行動由業(yè)務(wù)層次和質(zhì)量流程（ISO）審計員。The Marketing Department archives the national results.的結(jié)果由市場部存檔。Customer satisfaction Survey on line/顧客滿意度: MedalliaMedallia is a guest satisfaction survey customized for ACCOR. The system invites the guest to take a survey online and reports the s

9、urvey response date through a web based reporting application.Medallia 是專門為通過一個基于定制的客戶滿意度系統(tǒng)。此系統(tǒng)邀請客戶完成一個，并應(yīng)用程序的網(wǎng)頁反映反饋數(shù)據(jù)。How Medallia works: After a guest stay, ACCOR sends Medallia information about the guestand the guest stay. Medallia then used this information toa survey inviion. The guestthen cli

10、cks ont linkhe inviion to go on a survey on line.Medallia 如何工作： 客戶住宿后，Medallia 使用此信息通過電郵發(fā)送一個發(fā)送關(guān)于客戶和客戶住宿的信息給 Medallia。邀請，客戶點擊相應(yīng)進行。Not Applicable in Ibis China in 2010, the customer satisfaction is evaluate with commentcards until the implemenion of Medallia in 20112010 年不適用 Ibis 中國，客戶滿意度Medallia。通過客戶

11、意見卡進行評估，至 2011 年執(zhí)行3. CUSTOMER RELATIONS SERVICE/ 客戶關(guān)系服務(wù)Either Shanghai Head Office or the horeceives congratulations or complas from customers by,ephone, fax or.總部或酒店將收到顧客通過郵件、傳真或電子郵件發(fā)送的祝賀或。3.1 Prosing/處理Names:Visa:Addressed to:Written by/ 起草Yi LinYi LinIbis China/ Ibis 中國Checked by/ 審核Annie MengAnn

12、ie MengIbis China/ Ibis 中國Approved by/ 批準Robert MurrayRobert MurrayIbis China/ Ibis 中國CUSTOMER SATISFACTION: CUSTOMER SURVEY AND CUSTOMER RELATIONS顧客滿意度：顧客和顧客關(guān)系No. SC 001Page/ 頁數(shù)：2/7Revi/ 版本：2Date/ 日期：01-04-11QUALITY PROCEDURE質(zhì)量程序MODULE: CUSTOMER SATISFACTION模塊：顧客滿意度3.1.1 By the Customer Relations C

13、oordinatorhe Marketing Department3.1.1 由市場部的顧客關(guān)系協(xié)調(diào)員For all customer relations related correspondence/ contact received, the complais treated bycustomer relation coordinatorhe marketing department as described in section 3.1.3.收到的所有有關(guān)顧客關(guān)系信函/通信，關(guān)說明參見第 3.1.3 款。都由市場部的顧客關(guān)系協(xié)調(diào)員進行處理，有3.1.2 By the HoManager3

14、.1.2 由酒店經(jīng)理If the horeceives a letter, fax,ephone call ordirectly from a customer expressing his orher dissatisfaction or satisfaction, T completes the supportingeral Manager investigates the complaat the ho, ands Reactive Sheet with offer of compensation if appropriate,and response letter. This is t

15、o be dithin 4 hours of receipt of the complaby teral o theManager.The response is sent to the guest, a copy sent to the DOP, the details enteredquarterly complasummary. The delay period is to be lessn 10 days. The file is archived perhoand the DOP validates the quarterly action plan.如果酒店直接從顧客處收到表達其不

16、滿意或滿意的信件、傳真、或電子郵件，總經(jīng)理，并完成支持文件：載有提供適當補償?shù)摹胺答伇怼?，以及答?fù)信。這需要將在酒店由總經(jīng)理在收到有關(guān)后 4 小時內(nèi)完成。將答復(fù)信發(fā)給客戶，并抄送 DOP，將細節(jié)錄入季度匯總。延誤時限必須少于 10 天。文件將按酒店存檔，DOP 確認季度實施行動。3.1.3 By ACCOR Regional Head Offi: Bangkok or Paris3.1.3 由區(qū)域總部：曼谷或巴黎For all customer relations related correspondence/ contact received from ACCOR Regional Head

17、Office, the complais treated by customer relation coordinator described in section 3.1.3. A copy of the response to the Guest Regional Head Office.he marketing department as is copy send to the ACCOR有關(guān)從區(qū)域總部收到的所有有關(guān)顧客關(guān)系信函/通信，其由市場部的顧客關(guān)系地區(qū)總部。協(xié)調(diào)員進行處理，有關(guān)說明參見第 3.1.3 款。一份對顧客的答復(fù)信副本發(fā)送3.1.3 Handling of custome

18、r complaby Accor China head office/ 由中國總部處理顧客On receipt of a gomplato head office, the customer relations co-coordinator forwards thefile to the attention of the hoGeneral Manager. Teral Manager investigates the complas to be returned to Customer Relations Co-at the ho, and completes the supportingo

19、rdinator: Reactive Sheet with offer of compensation if appropriate, and proal response letter.This is to be done within 4 hours of receipt of the complaby the General Manager. TheCustomer Relations Co-ordinator then evaluates the case and makes any adjustments to the letterand compensation if deemed

20、 appropriate. The response is sent to the guest, a copy sent to theho, the details enteredo the quarterly complammary, and the file archived per ho.The delay period is to be lessn 10 days.Names:Visa:Addressed to:Written by/ 起草Yi LinYi LinIbis China/ Ibis 中國Checked by/ 審核Annie MengAnnie MengIbis Chin

21、a/ Ibis 中國Approved by/ 批準Robert MurrayRobert MurrayIbis China/ Ibis 中國CUSTOMER SATISFACTION: CUSTOMER SURVEY AND CUSTOMER RELATIONS顧客滿意度：顧客和顧客關(guān)系No. SC 001Page/ 頁數(shù)：3/7Revi/ 版本：2Date/ 日期：01-04-11QUALITY PROCEDURE質(zhì)量程序MODULE: CUSTOMER SATISFACTION模塊：顧客滿意度在收到發(fā)給總部的顧客后，顧客關(guān)系協(xié)調(diào)員將文件轉(zhuǎn)交酒店總經(jīng)理處理。總經(jīng)理將在酒店，并完成需歸還給顧客

22、關(guān)系協(xié)調(diào)員的支持文件：載有適當補償提供的“反饋表”，以及提議答復(fù)信。這是需要由總經(jīng)理在收到有關(guān)后 4 小時內(nèi)完成。顧客關(guān)系協(xié)調(diào)員然后評估該事件，并適當?shù)恼{(diào)整信件及補償。答復(fù)信將發(fā)送給顧客，一份副本發(fā)送到酒店，詳情載入季度匯總，文件將按酒店存檔。延誤時限必須少于 10 天3.2 Sistics/ 統(tǒng)計資料A pr verof a report on customer correspondence (letters of congratulations or compla) isdrafted every 6 months by the Customer Relations Coordinator

23、.顧客關(guān)系協(xié)調(diào)員每 6 個月草擬一份顧客信件（祝賀或）。The report includes horesults,yses andmendations. Itis sent every 6 months byMarketing department to the SVP Ibis Asia, the members of the Management Committee, the DOPs, VP Operations.該包括酒店的結(jié)果、分析和建議。該由市場發(fā)送一次。部每 6 個月向 Ibis 亞洲高級副總裁、管理委員、運營總監(jiān)、運營副Gomplains Follow-up:顧客：Once

24、a year, the Marketing Department follows up on the national customers who sent compla s or congratulations, regarding the rep s they received. Survey findings are sent to ACCOR Head Office. * Applicable in Ibis China in 2008市場送到部對性發(fā)出或祝賀的顧客所收到的答復(fù)每年進行一次。結(jié)果發(fā)總部。*2008 年不適用于宜必思中國3.3 Corrective measures/ 糾

25、正措施Based on the customer correspondence reports, the Quality Review and the surveys on dissatisfied customers, corrective measures can be taken by:根據(jù)顧客信件、質(zhì)量和不滿意顧客，可以采取糾正措施：-The ho: the Manager works out a quality improvement plan. If there are reoccurring reasonsfor complas, uponysing the reasons, s

26、/he defines the nesary action (procedure SQ012). Improvement plans are sent to the DOPs for follow-up.酒店：經(jīng)理制定一項質(zhì)量改進計劃。如果有重復(fù)發(fā)生的-原因，在分析原因之后，他/她將確定必要的行動（程序 SQ 012）。改進計劃將發(fā)送到運營主監(jiān)以便。-Head offiervice departments:yse the reasons and suggest preventive measurest willbe set up indiscriminay and according to n

27、eed: across the network, in a region, in a ho.-總部服務(wù)部門：分析原因，并建議預(yù)防措施，這些預(yù)防措施將不加區(qū)別地并根據(jù)需要在：整個網(wǎng)絡(luò)、某個地區(qū)或某家酒店設(shè)立。Names:Visa:Addressed to:Written by/ 起草Yi LinYi LinIbis China/ Ibis 中國Checked by/ 審核Annie MengAnnie MengIbis China/ Ibis 中國Approved by/ 批準Robert MurrayRobert MurrayIbis China/ Ibis 中國CUSTOMER SATISF

28、ACTION: CUSTOMER SURVEY AND CUSTOMER RELATIONS顧客滿意度：顧客和顧客關(guān)系No. SC 001Page/ 頁數(shù)：4/7Revi/ 版本：2Date/ 日期：01-04-11QUALITY PROCEDURE質(zhì)量程序MODULE: CUSTOMER SATISFACTION模塊：顧客滿意度3.4 Archivings/ 文件存檔The original copies of customer compla s, as well as the rep s given, are archived by the customer relation coordi

29、nator. The yearly reports and preventive action plans are archived by the Quality Manager.顧客原件以及做出的答復(fù)，都由顧客關(guān)系協(xié)調(diào)員存檔。年度和預(yù)防行動計劃，將由質(zhì)量經(jīng)理存檔。4. 15-MINUTE SATISFACTION GUARANTEE (see SC. 002) /15 分鐘滿意保證（參見 SC. 002）5. CUSTOMER OPEN TABLE DISCUSS/ 顧客開放式HoManagers and head officenel (Marketing Director, Technic

30、al Director, etc.) canchoose to meet with customers informally (over dinner, a meeting, a drink, etc.) to find out theirareas of satisfaction or dissatisfaction, as well as any comments or suggestions on the Ibis productand serviand the quality of Ibis service delivery.酒店經(jīng)理及總部（市場總監(jiān)、技術(shù)總監(jiān)等）可以選擇跟顧客進行非正

31、式接觸（宴會、會議、酒會，等），找出顧客滿意或不滿的方面，以及對 Ibis 產(chǎn)品和服務(wù)質(zhì)量以及 Ibis 服務(wù)交付的任何意見或建議。For HoManagers or head officenel, these “open table” discuss can give rise to actionplans or the creation of a work group on a specific theme if nesary對于酒店經(jīng)理或總部而言，這些“公開式”采取行動計劃或設(shè)立一個工作組。在必要情況下，可以導(dǎo)致就某一特定6. CUSTOMER RELATIONS PROS IMPROV

32、EMENT/ 顧客關(guān)系流程改進Continuous improvement of the pros is achieved mainly through pros reports. On the IbisChina DOPs initiative, the HoManagers and should implement corresponding improvement plans and proceed with their assessment.主要通過流程來不斷改進流程。對于 Ibis 中國運營主監(jiān)倡議，酒店經(jīng)理應(yīng)實施相應(yīng)的改進計劃，并進行評估。Customer relation pro

33、s: see graph below顧客關(guān)系流程：參見以下草案Names:Visa:Addressed to:Written by/ 起草Yi LinYi LinIbis China/ Ibis 中國Checked by/ 審核Annie MengAnnie MengIbis China/ Ibis 中國Approved by/ 批準Robert MurrayRobert MurrayIbis China/ Ibis 中國CUSTOMER SATISFACTION: CUSTOMER SURVEY AND CUSTOMER RELATIONS顧客滿意度：顧客和顧客關(guān)系No. SC 001Page/ 頁數(shù)：5/7Revi/ 版本：2Date/ 日期：01-04-11QUALITY PROCEDURE質(zhì)量程序MODULE: CUSTOMER SATISFACTION模