服务营销服务蓝图.docx

Service Blueprint of Dream Magic
Service Standards Response time Store cleaning Less than 10s
And Scripts less than 15s Amiable Attitude Greeting Guests Amiable Attitude
Make Reservation
Dream Magic
Coatroom

Physical Evidence Sound and Tone of Voice Nature of Neighborhood Coatroom
Building Exterior Employee
Maintain Facilities/Equipment
Hang Coats With Visible Check Numbers
Confirm Service and Employee
Greet Customer, Take Coat, Give Coat Check
Greet Customers,
Confirm booking message
Accept Reservation,
Confirm Date, Time,
Check Availability,
Insert Booking
Appearance of Employee Other Coat
Capacity/Reservations
Customer Records
Orders and Billing
Inventory/Purchase
Maintain Reservation
systerm
Maintain Facilities
Waiting Time 5 Minutes Professional staff Professional staff
Clean water Washing Time 6 Minutes Hairdressing tools quality
Haircut Time 15minutes
Perm 1hour
Hair coloring 15minutes
Waiting
Wash Hair
Hairdressing

Furnishing Employee Employees
Staff, Other Customers Warm water Hairdressing tools
Water Shampoo
Greet Customer
Greet Customer
Greet Customer

Keep Rest
Shampoo, Towels Support
Maintain Tools Support
Wash Hair, Wipe and Dry Hair
Hairdressing, Ask Customer Opinion
Support Water
Capacity/Reservations
Customer Records
Orders and Billing
Inventory/Purchase

Presentation time 30s Time 1minutes