What does service mean? There are many kinds of occupations in the world, and everyone has a different understanding of different occupations. Every profession has its own characteristics and advantages, which are worthy of respect. What do the following shared services mean?
What does service mean? 1 Almost everyone is familiar with the word "service", but if you want to answer "what is service", I believe few people can make it clear. "Service" and "management" are the same, and many scholars have defined them. However, because it is invisible and intangible, and its scope of application is getting wider and wider, it is difficult to simply summarize it, so there is no authoritative definition that can be generally accepted by people until today.
In ancient times, "serving" meant "serving". With the development of the times, "service" is constantly endowed with new connotations. Now, "service" has become an indispensable foundation of interpersonal relationship in the whole society. Service in the sociological sense refers to working for others, collective interests or a cause, such as "serving the people". He has worked in the post office for 15 years.
In the sense of economics, service refers to the labor activities provided in the form of equivalent exchange to meet the needs of enterprises, public organizations or other public, usually associated with tangible products.
In 1960, the American Marketing Association (AMA) first defined services as "activities, benefits or satisfaction used for selling or associated with selling products", which has been widely used for many years.
In 1974, Stanton pointed out: "Service is a special intangible activity. It provides customers or industrial users with the satisfaction they need, and it is not necessarily related to other product sales and other services. "
In 1983, Lehtinen thinks: "service is an activity or a series of activities that interact with an intermediary or machinery and equipment and provide satisfaction for consumers."
In 1990, Gronroos defines service as: "Service is an intangible behavior that occurs between customers and service personnel, tangible resources and other products or service systems and can solve customer problems." Contemporary marketing guru philip kotler defines service as: "The imperceptible activities or benefits provided by one party to the other party without causing any transfer of ownership are essentially intangible, and its production may or may not be related to the actual product." We can also understand service in this way: service is to think of others and sincerely provide convenience or help for others.
The provision of services may involve:
1. Activities completed on tangible products provided by customers (such as repaired cars).
2. Activities completed on intangible products provided by customers (such as income statement required for preparing tax returns).
3. Deliver intangible products (such as knowledge transfer information).
4. Create an atmosphere for customers (such as in hotels and restaurants).
What does service mean? 2. Some misunderstandings in the service.
Good attitude and poor professionalism.
This is the most service situation I have ever seen. I call it a situation because it should not be the service level that an enterprise should have.
What is the essence of service?
Some people classify services as part of "sales", others as part of "camp", and more people treat services separately.
There are many ways to classify services, such as by service process, by service content, by service object, etc., but no matter how they are classified, some basic principles remain unchanged.
And I think the essence of service lies in two words: problem.
Prevent, avoid, find and solve problems.
If you can do this? Only majors.
Specialty refers to many aspects, not only your specialty of commodity knowledge, but also the specialty of service, verbal expression, skills and methods. Of course, the point here is that you can use your professional knowledge to solve customers' problems.
This reminds me why some technology giants have bad interpersonal relationships and bad attitudes, but many companies still try to use them because they can solve problems that others can't.
A good attitude can solve service problems and customer complaints, which was the view of the last decade.
I remember that some companies also specially trained at that time: when you can't solve the problem of customer complaints, remember that the attitude must be good, too good to be good, or even good to impress customers.
But now this trick no longer works.
To paraphrase that sentence: What do you want the police to do if an apology is useful?
Maintaining a basic attitude and solving customer problems professionally is the right way.
This is particularly prominent in the maternal and child industry.
When the earliest maternal and child stores were just on fire, everyone was similar to the original service clothes and convenience stores. They all arrange shopping guides and face-to-face sales, and their main functions are sales. Later, customer service gradually increased, and the two were separated.
Slowly, the merchants found that the information of customers, especially Baba Ma Bao, was getting richer and richer, and even some rumors would be widely spread, which forced the merchants to start thinking, and interested merchants began to start with their careers. Now, the more popular ones are mother-infant teachers, pregnant and baby teachers and so on.
Mother-infant teachers appear for solving professional problems.
However, the professional level of most maternal and child businesses is still much worse just by hanging the name of a maternal and child teacher.
Opponent well, let's learn from it.
First of all, I pay tribute to the intentions of these businesses.
In this era, it is good to be eager to learn, and the shortcut to learning is of course to learn to be a good competitor.
So we saw some enterprises form groups to study. Before that, they studied Wal-Mart and Carrefour. Later, I learned about Fat Donglai, Xiaomi and various eslite and good products. ...
This reminds me of China football. When Germany won the championship, it learned from Germany, when samba was popular, it learned from Brazil, and when Spain was born, it learned to pass and control. The result is not as good as it was 20 years ago.
The same is true for services.
I remember a few years ago, I chatted with the owner of a township supermarket. He proudly told me: Look at our service level, welcome guests, send them off, accompany them and so on. , all from a supermarket, and it is the only one here.
I asked him: Do you think the effect is good? What do front-line employees think? Why are you the only one doing this here? Have you ever thought about it?
In a few days, he told me, read, thought and understood.
People here are used to this kind of chatting service or communication: grandpa, aunt, big brother, have you eaten? Coming? See what to buy? The result is this: hello, welcome, nodding and bowing, everyone feels uncomfortable and uncomfortable.
Moreover, the implementation of the whole system depends on fines. It is conceivable that the mood of front-line service employees.
Another, many times, we only learned the appearance of our competitors, far from seeing what is behind the appearance.
Learning is good, but learning does not mean plagiarism, and learning must not be static.
Good. Keep it up.
This point has been gradually valued by many businesses, including some well-known retailers, such as 7- 1 1.
Our real competitors are the ever-changing customer needs.
It turns out that our customer analysis, customer hierarchy analysis and customer group analysis can be used for several years, but now, many practitioners find that they can't keep up.
Demand changes faster and faster, and the scope of demand is wider and wider.
Today, we scored 100 for the same service, but tomorrow, we did the same work and reached the same standard. Our internal score is still 100, but at the customer's place, it may only be 85 points.
Because the customer's standards are gradually improving.
Service, as long as customers enjoy its benefits once, will not come down again, and the experience requirements are getting higher and higher.
At this point, we can look at Haidilao and Pangdonglai. His service has really been improving. If you don't go for a month or even a week, you will find that the service has changed, even a little.
Service is a trivial and detail-oriented thing, and there will be no earth-shattering actions. Just make a little progress every day.
Clear rewards and punishments, improve service
There are many disputes about rewards and punishments in service, similar to KPI assessment.
Therefore, in addition to KPI assessment, many enterprises now increase OKR assessment and even pay attention to OKR (objectives and key results).
Poor service and many customer complaints, should it be punished? Good service, do you want a prize?
What is the standard of poor service? What is the standard for doing well? Can services be quantified?
These questions may have answers at first glance, but when we think deeply, it seems that there is really no clear answer.
How to improve the service level and make employees happier is a problem that many enterprises have to face.
When Xiaomi's orders were overwhelmed, Lei Jun introduced a customer service supervisor with more than ten years of professional experience. When reporting her work for the first time, she prepared a thick stack of paper, which was a summary of Xiaomi's customer service data and work report, and also wrote dozens of pages of improvement plans. After reading these contents for a long time, Lei Jun said to her: "You are a professional in customer service, and I am an amateur ... I will only give you an indicator: how to make your little friend love customer service from the heart?"
Of course, specialty is the foundation, and the processes, norms and skills of various services are the premise, and then we can talk about skills and unhappy issues.
Without major, we are not qualified to talk about unhappiness.
Similarly, a reasonable salary is also necessary to improve service. After all, the quality of service, if not reflected in the salary, will definitely become a mess.
Personal suggestion to give front-line service employees more career opportunities, horizontal and vertical choices, may be a good way to solve this problem.
After all, in the first line, you should have got more opportunities.
This is the service department's business
I mentioned this point in the article before the joint venture. com。
Our services can be simply divided into internal services and external services.
The premise of better customer service is that enterprises serve employees first, and all departments of enterprises have served each other well before.
Everyone has a sense of service, and such enterprises will last longer and be more competitive.
It's hard to imagine that all departments within an enterprise can't provide high-standard services to each other, but if they just pass the buck, the enterprise can provide good services to customers.
There are many things worth thinking about and discussing about service.
What does service mean? 3 serve is a Chinese character, and its pinyin is fú wù. Refers to the paid or unpaid activities that perform duties, do things for others, and benefit others from them, and do not meet some special needs of others in the form of providing labor in kind; It also refers to holding a position. [ 1]
1, for the benefit of society or others.
The third lecture of Sun Yat-sen's Democracy: "People should serve as the purpose, not as the purpose." Sha Ting's The Return of the Native IX: "I always want to give people the impression that he is serving the people!"
2, still in office.
Zhu Ziqing's Miscellaneous Notes on Coming Back: "Back to Peiping and the school where I used to work, many old workers saw the authentic Peiping dialect and said,' You are back!'" "Zou Taofen's" The Suffering Life "chapter 2:" Later, he worked in Shanghai Business Daily, and I also worked in Shanghai Current Affairs Newspaper, which is a newspaper colleague. "
Service industry is a modern social system and system formed in industrial society due to the urbanization of population concentrated in cities and the specialization of division of labor system.
3. Trade.
Service is an economic activity that individuals or social organizations do for consumers directly or with the help of some tools, equipment, facilities and media. It is an activity and welfare provided to consumers or enterprises to meet the specific needs of the other party. Its production may or may not be related to material products, but it is the use value or utility that adds value to individuals, goods or services in other economic units and mainly shows in the form of activities.
4、ITIL
Service is a means to provide customers with value, so that customers can get the expected results without bearing additional costs and risks.