Creating a Unique Service Experience 提供独一无二的服务

Patrick Quernemoen, PGA of America, is the Director of Golf at Topwin Golf Club in Beijing's Huairou District. 
帕德里克·趣尔勒莫恩 (郭振飞)，现任北京怀柔区通盈雁栖湖高尔夫球俱乐部运营总监。

As the hot summer hits Asia, golfers are more prone to play early morning or later in the afternoon.  Training here at Topwin Golf & Country Club is part of our regular routine; however, we are taking advantage of the lull in the middle part of the day during the summer to work with employees on training.  

现在正值热浪席卷亚洲之际，顾客们大都喜欢在清晨或者傍晚来打球。在我们的通盈高尔夫乡村俱乐部，培训员工是一项日常工作。现在，我们利用夏天中午相对空闲的时间来给员工进行培训。

No matter where you are in the world, what separates the best golf courses from the average course is training.  Please don’t get me wrong, the golf course itself is very important.  If you add exceptional service standards to an already good golf course, you have a world-class property.  Here at Topwin we want our guests to feel that this is their second home.

无论你去世界哪个球场，培训的好与坏可以区分开球场的档次。但我并不是说球场本身不重要，而是说在球场本身很好的基础上，再附加额外的高水准服务，就是一个世界顶尖水平的球场。在我们的通盈高尔夫球场，我们希望顾客们感觉宾至如归。

如果你去比较高档球场和高档酒店，两者的服务通常还有差距。酒店的服务经验和服务水平要比球场领先许多。我希望我们的高尔夫行业可以多向酒店取经，努力向酒店服务水平看齐。

If you are in the US are have a chance to play a Ritz-Carlton or Waldorf Astoria golf property, you will understand what exceptional world-class service is at a golf resort.  Very few golf properties are able to achieve what these two brands achieve.  One advantage these properties have is that they use their best practices from the hotel industry and import them into the golf industry creating a one of a kind service experience.

如果你曾经去过美国的丽嘉-卡尔顿和华尔道夫·阿斯托利亚高尔夫球会打球，你就会了解在高尔夫度假村的世界一流服务是什么样的。很少有高尔夫球会能提供像这么好的服务。这两个度假村的经验就在于，他们从酒店服务中吸取经验，从而在高尔夫行业提供独一无二的服务。

There are many ways to do training.  What I find is that most people are accustomed with the leader and student style of training.  Here at Topwin, we try many different kinds of training.  We take employees on the course, we use discussion and answer, and we do periodic testing, to name a few.  I also find that finding training games to play with employees is a good way to train.  Games get employees involved and teach them a lesson while they are playing the game or involved in the activity.    Our course is also an IMG consulted property and IMG consultants also come often and do different kinds of training.

培训员工的方法很多，大多数人都习惯“老师--学生”的模式，而我们在通盈高尔夫俱乐部采取了不同的培训方法。我们把员工带到球场上，一起讨论问题各抒己见，也有定期测试检查。我发现通过游戏培训是一个不错的办法，游戏能让员工都参与进去，让他们在玩的同时也学到一些东西。我们的球场也是IMG管理的，IMG的顾问也会过来进行一些不同的培训。

I like to read about areas I am working on and the following books are what are currently on my bookshelf and am reading:  

我喜欢阅读工作领域的书籍，下面这些书就是我目前在读的：

Secret Service: Hidden Systems that Deliver Unforgettable Customer Service, by: John J. Dijulius

《秘密服务：带来难忘客服的隐藏系统》作者：John·J·Dijulius

Raving Fans, By Ken Blanchard & Sheldon Bowles

《顾客也疯狂》作者：基·布兰卡德    谢尔顿·鲍尔斯

The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company, by Joseph A. Michelli.

《新黄金准则：创造丽嘉-卡尔顿酒店传奇客户体验的5项领导原则》作者：约瑟夫 A·米切林

The Big Book of Customer Service Training Games, by: Peggy Carlaw & Vasudha Kathleen Deming

《客服培训游戏大全》作者：佩吉·卡洛  范苏哈·凯思林·戴明

Here at Topwin, we are working on creating our service system.  We will Grand Open our property the Spring of 2010.  In the meantime, we will continue to improve our service system with the goal of reaching a world-class service experience.  Continual training will be the cornerstone for us to reach these goals.
在通盈高尔夫俱乐部，我们正在努力创建自己的服务体系。2010年春天，我们将迎来盛大开业仪式。同时，我们会不断努力提高服务水平，继续通过员工培训，力争达到世界一流水平。