It embodies the core service concept of "good customer service image, good technology, good customer relationship and good brand", and requires the most professional service team to pay attention to every service demand of customers in a timely and comprehensive manner, and let customers experience ubiquitous satisfaction and trustworthy intimate feelings by providing extensive, comprehensive and fast services.
Five characteristics of service:
The five characteristics of service include: intangibility, heterogeneity, synchronization of production and consumption, perishable, substitutability and so on.
1, stealth
The most basic and frequently mentioned difference between goods and services is the intangibility of services, because services are a process consisting of a series of activities, not physical objects. In this process, we can't see, feel or touch services like tangible goods.
2. Heterogeneity
Service is a series of actions displayed by people, and the service provided by employees is usually the service in the eyes of customers. Because there are no two identical employees and no two identical customers, there are no two identical services.
3. Synchronization of production and consumption
Most goods are produced first, then stored, then sold and then consumed, but most services are sold first, then produced and consumed at the same time.
4. Perishable
The perishable nature of services refers to the characteristics that services cannot be stored, resold or returned. For example, a flight with 100 seats, if there are only 80 passengers on a certain day, it is impossible to save the remaining 20 seats for the next flight; The consultation provided by the consultant cannot be returned, re-consulted or transferred to others.
5. Replaceability
It means that general enterprises may have the ability of self-supporting logistics such as self-supporting transporters and warehouses, which makes logistics services replaceable in terms of supply. The universality of self-operated logistics makes it very difficult for logistics operators to adjust the supply of logistics services in terms of quantity and quality.