誠品書店式「Spirit Space」 服務 引領頂級服務指標風潮 | ‘Spirit Space’ at Eslite Bookstore takes ‘good service’ to next level

Eslite bookstore (Photo courtesy of CNA)

【看CP學英文】至於誠品書店與國外書店最大的不同在哪裡?

What’s the biggest difference between Eslite and other bookstores?

協理張曉玲解釋道,秉持著吳清友先生的理念,誠品書店自創辦以來歡迎任何人進來,提供舒適座位、空間,不論有沒有看書都覺得自在,希望人們到此能獲得心靈沈靜、知識;這樣的理念就是誠品書店與其他書店最大的不同。

Senior Director Lynn Chang said Eslite opens its doors to those from all walks of life in keeping with Robert Wu’s ideas. Bookstores provide comfortable seats and space so that customers can feel relaxed and peaceful — with or without a book in their hands. This is what separates Eslite Bookstore from their contemporaries.

許多人來到誠品書店會不知不覺感到放鬆,靜下心來找一本書閱讀,而這樣的環境正是誠品書店所秉持的「場所精神」。

Many come to Eslite and immediately feel at ease. This feeling of comfort is the “Spirit Space” and is an ideal that Eslite holds above all else, she explained.

曾協理談到,創辦人非常重視場所精神(Spirit Space),希望創造一個讓人放慢腳步,靜下心閱讀的場所。

Eslite’s founder was very mindful of the “Spirit Space” as he wished to create a place where people could slow down their pace and settle into a good book, Director Tseng said. 

就連日本觀光客來到誠品書店都覺得大家坐在地上讀書「amazing」,而坐在地上閱讀儼然成為台灣另類文化特色。為了打造這樣的空間,台階、走道都有經過設計,讓整體空間更舒適寬敞。

Eslite even left a huge impression on Japanese tourists who claimed it was “amazing” to see everyone reading quietly on the floor. 

This common phenomenon of customers sitting on the floor reading books became a signature look for the bookstore, and the founder created an open space with steps here and there and many aisles, to ensure a comfortable environment for readers.

除店內設施外,誠品書店的服務也展現其對於「閱讀」的重視,每本書讀者都可以請店員拆開膠膜。In addition to the architectural designs, Eslite’s service also emphasizes its dedication to customers’ reading experience. 

Customers can ask Eslite staff to help take off the plastic wrap of any book within the bookstore for browsing.

曾協理補充道,當初到日本展店時,「日本人很驚訝我們會這樣做」。

Director Tseng added that when Eslite first opened in Japan, locals there were pleasantly surprised by the staffs’ willingness to open the books for customers with no guarantee of purchase.

這就是誠品獨創的spirit space服務精神,不但開創了服務業的新模式,也讓全球服務業爭相學習,成為引領全球頂級服務的樣板指標。

With this unique “Spirit Space” ideal, Eslite Bookstore not only created a new model for the service industry but also became, itself, the epitome for good service.