Chinese name
Service system
Characteristics
Possess good professional quality
Attributes
Adapt to frustration, control emotions
Nature
The service personnel must have good psychological quality
Service system
To build a professional and standardized Service system
(1) service personnel must have good psychological quality
No matter which position, as long as it involves service, it must have the appropriate service attitude. An excellent service personnel, must have good psychological quality, these qualities are reflected in what aspects?
Work actively, full of enthusiasm.
Sincere attitude, modest and courteous.
Tolerance for the heart, do not panic.
Honest and trustworthy, and know how to take care of the situation.
Adapt to frustration, control emotions.
(2) service personnel must have the appropriate professional qualities
Service personnel in addition to good psychological quality, but also have good professional qualities, in order to make the service professionalization. Professional quality is reflected in what aspects?
Good communication and interaction skills.
Rich product knowledge.
A keen ability to observe and make independent judgments.
A team player.
(3) to develop and clarify the standard of service
Different industries, different enterprises, different regions, the specific service standards required may be different, because the service is set for the customer, the customer is different, the standard of service naturally change accordingly, so as to achieve their own target customers to provide the most targeted service. As an example, for shopping guide, we especially emphasize a service standard - 6S service principle.
Smile (Smile): from the heart, sincere smile.
Sincerity (Sincerity): treat your colleagues with sincerity, treat your customers with honesty, and do things in a down-to-earth manner.
Research (Study): commodity selling points, customer psychology, sales skills analysis.
Eloquence (Speech): articulate, reflected in the address, polite language, product introduction.
Speed (Speed): do the action, reaction to be fast. Reflected in the pick and place goods, packing and display.
Dexterity (Smart): the mind to be flexible, do more to find ways.
In short, the service is a human contact position, the region's service personnel have the appropriate service quality, is the regional manager needs to assess the issue. When our services can not reach the customer's needs, can not provide customers with more value-added, so that customers have an interest in our products and services and impulse, is to consider improving the quality of personnel, strengthen the training time.
Three-dimensional service
From customer satisfaction to customer trust
(1) wholeheartedly for the customer service
Some people will be Haidilao's service is called "extreme service", and even raised questions: Haidilao can still fish for how long? We do not have a general nail, shoe shine and other services, it is said that there is such an example: once, a waiter in the bottom of the sea fish in a pair of guests just fell in love with the service, to see that the boy is desperately chasing the girl. The girl said in passing, "It's so hot, how nice it would be to have a cold cake." The waitress reported it to the leader, who immediately asked her to take a cab to go and buy them back the cold cake. The girl was touched by the service of Haidilao, but also doubled the boy's favor. Later, these two customers to cultivate a happy ending. When they got married, they sent sweets to Haidilao to show their appreciation. From the customer's unintentional sentence, to the bottom of the sea fish staff keen to capture, the leader of the instant decision-making, even at the expense of additional capital costs and time costs to reach this matter. Although this is a kind of service exception, but Haidilao service attitude and determination believe that many customers have already experienced. This kind of service, can be called a full range of "three-dimensional service".
(2) from satisfaction to trust
We will always be satisfied with the customer, so that customers become regular customers. Customer satisfaction is a basic requirement, and how customers become regular customers? It also requires the creation of trust. From customer satisfaction to customer trust, this is a leap. For companies, the goal of customer service is not only satisfaction, customer satisfaction is only
the first step. How to dig out more service value, so that customers in the satisfaction, realize that "to be served", or realize that "the existence of the service", for enterprises is a crucial point. In the past, we go to dinner, the waiter set up tables and bowls, quickly bring the menu, and on call, do not serve too slow, we feel good. But after we went out, did we leave any impression on the waiter? Hardly. Not to mention that today, I'm sure many are no longer held to that standard or expectation. If customers are not only satisfied, but also realize the value of the service, resulting in a sense of trust, this satisfaction and trust will be spread among customers, expanding the popularity of the product, improve the image of the enterprise, for the long-term development of the enterprise to continuously inject new momentum. This is the highest goal for enterprises to pursue. Customer trust refers to customer recognition and trust of an enterprise, a brand of products or services, it is the result of continuous strengthening of customer satisfaction.
(3) focus on service differentiation
In the product homogenization, service homogenization of the present, the competition is extremely fierce, the more so, the more we should focus on service differentiation, improve their own level of service, and competitors to open the gap, the formation of a unique competitive edge. Service differentiation is based on their own products, stores, business philosophy, etc., to dig
and form their own unique culture. This is a process from form to god. Any brand has its own unique appeal, which is specific guidelines. This specific approach is reflected in a detailed service approach, which is in the transmission of God. The best way to improve the service approach is through training. Through training, let our stores and employees, have a good service consciousness, but also have a high efficiency service action. We improve the service to carry out training, usually centralized training, on-site training, experiential training and so on. They have their own advantages, should be based on the specific training content, select the appropriate training methods. In the face of service differentiation, fierce competition, some personnel can not help but in order to maintain their own brand, denigrate competitors, this situation is never desirable, it not only can not let the customer trust their own, but will make the customer upset. Therefore, it is better to save time to introduce their own products to customers, rather than attacking their opponents.