Question 1: If I were a customer, what kind of service would I need? I think the customer should follow us! The customer comes because our service is good. If a guest comes because of our good service, then it means that our service work is good. Then we must do a good job in service at all times and let our service take the guest away. If our service must be If we follow the customers, we will often go into misunderstandings. When dealing with some matters, we must stand in three favorable situations to deal with them. If we deal with them from the perspective of the customers, we will suffer a loss. !

Guest satisfaction cannot be satisfied in some aspects...

Question 2: How to serve customers wellHow to serve customers well

1. Should Form a high-quality service team

Excellent service needs to be completed through personnel. Hilton Hotel has a famous saying: "Without Hilton employees, Hilton Hotel is just a building" because it is the high-quality services provided by employees. Service makes Hilton hotels famous around the world. Some of our domestic hotels are very advanced in terms of hardware. Four-star hotels have reached the standards of foreign five-star hotels. The presidential suite is very luxurious, but the service cannot keep up, and it is very backward in terms of software. Software lags behind because the overall quality, education and training of personnel have not kept up. Another important reason is that consumers' requirements for service providers are not high enough.

2. Determine and unify the correct customer service concept.

Service products, like other tangible products, also emphasize that products must be able to meet different consumer needs. Consumer needs can be transformed into specific product features and specifications in tangible products. At the same time, these product features and specifications are also the basis for product production, product improvement and product marketing. But these specific specifications are like castles in the air for service products. Therefore, service companies need to clarify the essence of "service products" or "service concept".

In accordance with the lawyer's practice rules and service needs, I tend to adopt the service concept of "being entrusted by others and doing things sincerely for them".

3. Provide differentiated services to customers

We can divide services into basic services, satisfactory services, value-for-money services and unforgettable services. The level of service provision should be determined based on the cost-effectiveness ratio, the scope permitted by objective conditions, and the customer's expectations.

The so-called basic service, for example, a customer purchases a hundred yuan of goods in a supermarket. After payment, the buyer and the seller do not owe each other. At this time, the customer's basic material value interests are satisfied. This is basic The service did not leave any special impression on both parties, just like the shopping parties in the small supermarket on the pedestrian street. Merchants basically don’t expect repeat customers.

The so-called satisfactory service means that the businessman who provides the service has a friendly attitude, so that the customer can get spiritual satisfaction. For example, when a customer goes shopping in a supermarket, the service staff in the supermarket greets the customer enthusiastically, entertains the customer warmly, and has a friendly tone and attitude. Very polite, this is satisfactory service. Satisfactory service requires perseverance and avoiding mistakes to leave a deep impression on customers. It is not easy to pursue such service reputation. Accumulation is like a bird building a nest with mud, and deterioration is like a clay pot under the huge waves. Maintaining this kind of service requires a lot of effort. There is a long-term mechanism and you must always be cautious.

The so-called value-added services refer to services with added value, which may or may not be provided, but can make customers more satisfied and gain greater benefits after being provided. This type of service is not in line with the principle of efficiency and requires significant cost savings.

The so-called unforgettable service is a service that the customer did not expect at all and far exceeded his expectations. Including unforgettable good service and unforgettable bad service. Unforgettable service cannot be the norm, and unforgettable bad service must be eliminated. Just like the post that Lawyer Zhou saw on Baidu evaluating the worst service provided by Jones Day. A reputation formed by long-term quality service can be completely destroyed by one unforgettable piece of poor service.

The standard of service should be satisfactory service, because high-quality service must not only meet the material needs of customers, but also meet the spiritual needs of customers.

For example:

Lao Wang took a taxi to a hotel, and he received the following series of services.

We need to analyze what types of services should be provided to what types of people to achieve the best results and take into account feasibility and cost-effectiveness.

1. Arrive at the destination safely, quickly and accurately;

2. When getting on the bus, the driver politely greets him "Hello, sir, where are you going" and gets off the bus. Then he said, "Please leave when you get off the car and take your belongings with you." He was very friendly and polite;

3. After calling the car to stop, the driver got out of the car and helped him put the suitcase in ( He took out the trunk, opened the car door for him, and provided him with some newspapers of the day for him to read;

4. Lao Wang accidentally dropped his cell phone in the car when he got off the car, and only found out when he got to the hotel that Lao Wang While Wang was feeling upset, the driver actually sent the phone back, which made Lao Wang very surprised and touched.

4. Above satisfaction

(1) Seize the needs of customers;

Customers from different industries, different stages of development, and different management models, and even Clients with different subjective expectations of managers require different priorities and service levels from legal counsel. Serving customers should grasp all aspects of customer needs. In particular, it is necessary to use the customer's statement to eliminate irrelevant language in the statement, restore the exaggerated or reduced content in the statement, and ask or guess the missing content in the statement, so as to know the customer's true needs.

In addition, as a professional...>>

Question 3: How to provide quality services to customers. The following information is reproduced for reference

Provide customers with High-quality services include the following aspects

1. Establish a professional team with high-quality service capabilities

The quality of services depends on everyone involved in the service and whether they can serve customers To provide high-quality services, personnel is the first element. Building a professional team requires efforts in the following aspects.

1. Whole-process service system

Service is a spirit that runs throughout the company's business. If an enterprise wants to gain benefits from services, it must establish a service system from the starting point of the business to create satisfaction. The starting point is the company's internal services.

Let’s first look at the concept of service value chain. The value chain is the various stages and various activities necessary from the beginning to the end of the provision of services that have the potential to create value for customers. The value chain of services is shown in the figure below:

The value chain shows very clearly that the quality of services that customers receive starts from the internal service quality. Therefore, the first step in building a service team is to strive to create employee satisfaction. This is the starting point of our whole-process service system.

Shaping employee satisfaction is a long-term systematic project and a subject that requires specialized research. The company has a clear strategic plan. In actual work, there are still many deficiencies in our work in this area, and the company is already working on improvements. In the near future, we will launch unified administrative, financial, IT, HR and other service standards in the name of the headquarters to standardize internal service behaviors, make service commitments, and facilitate the work of employees. This is an attempt to carry out a series of improvements. Please supervise .

2. Establishment of service awareness and methods

With the development of the company's business, service awareness has been rapidly established among many employees. When everyone further realizes that service methods can solve When there are many troubles and problems in reality, learning relevant knowledge and skills will become a need for everyone.

If you pay attention, you will find that in the past year, content related to services and customers has been constantly mentioned on different occasions, and providing high-standard professional services has also been officially written into the description of the company's vision. . In the future, in order to cooperate with the strategic transformation of design services, the company will provide everyone with a large amount of service knowledge and skills training. This is one of the main tasks for next year.

At the same time, we gradually inject some service content into each person’s work requirements, authorization content, performance appraisal, etc., so that employees have the opportunity to practice service-related knowledge and skills and continuously improve at work. .

3. Introduce a large number of service-oriented talents

To improve service levels, we also need to introduce many talents with service skills.

In fact, CCDI's talent structure is no longer just a designer. From marketing to finance, from IT to HR, there are experts in various professions, and an overall service network has been initially formed. The addition of these new forces has opened up a lot of new development space for traditional businesses. The new vitality formed by the aggregation of knowledge across disciplines and professions has begun to take effect, which is one of the steps in the execution of the company's strategy. We will also increase our efforts to introduce these talents.

There is another source of talent introduction that needs to be emphasized, that is, there are a large number of design managers among our customers. These managers are all designers, and they understand the motivations and behaviors of customers. They are very good design service talents. But under the current conditions, it is not very easy for them to return to the design side, but this possibility exists.

This is a problem of resource distribution in the upstream and downstream of the industry. The final reasonable distribution method must be the pattern with the highest efficiency, best benefits and lowest cost. Currently a large number of designers are working among our clients, which is not the pattern.

For example, the management of design business is done by people with a background in designers. It is an inevitable link in the project construction process and a necessary cost expenditure. When there are not enough qualified design service providers on the market, our clients are forced to establish these resources themselves. Therefore, excellent developers like Vanke have a large team of outstanding designers, giving them sufficient advantages in the competition. When faced with larger-scale and higher-speed enterprise development requirements, the developer's own design power also needs to be larger in scale and more efficient. However, the business model formed by the developer based on capital and market requirements does not have the capabilities of People Business. Required capabilities, if this capability is rigidly established, the cost may not be cost-effective. Therefore, theoretically speaking, when design companies and developers develop to a certain extent, the design power of developers will definitely return to design companies, because design companies are People Business and can... >>

Question 4: How should the service industry serve customers well? Smile is the most charming business card between people; smile can bring happiness to people, express friendliness and convey sincerity. A smile from the heart is like the warmth of winter or the coolness of midsummer, which not only brings comfort and warmth to people, but can also resolve conflicts and embarrassments in a timely manner. Of course, it is not an easy task to keep a nice smile on your face every day, to be passionate about your work every day, to be sincere to others and to complete your work in a principled manner, but high-quality service requires our continuous efforts. A long-term goal with no endpoint of "only better, not the best", so we need to develop good habits instead of deliberately being pretentious. Only in this way can we easily devote ourselves to work in the long term. At work, it is also one of our job responsibilities to face every merchant with a sincere and confident smile and provide them with the services they need as soon as possible. 2. Establish the work philosophy of “serving merchants wholeheartedly”. Fee-based work is service work, and service is of course the highlight. Merchants are not only our partners, but also our food and clothing parents. We must establish the work philosophy of "serving merchants wholeheartedly", think about what merchants think and worry about their needs, learn to always put themselves in others' shoes, serve with heart, and make the best use of them. The atmosphere among merchants becomes more harmonious and pleasant, and the service truly reaches their hearts. Enthusiasm for merchants is an important part of the service concept. It is not only an attitude of initiative and dedication, but also a service behavior that regards meeting the needs of merchants as the biggest goal, constantly meets the needs of merchants, and tries to exceed their expectations. Similarly, patience is also an extremely important quality in our work. When there are a large number of people paying, when the workload is heavy, and when merchants are unclear or do not understand our work processes and payment methods, we must patiently inform and explain until they understand. Merchants are the ones we serve, and our work also requires their support and cooperation. If enthusiasm and patience are the candles that light up your smile, then care is the candlestick that silently supports you. The charging work seems simple, but if you are not careful, there will be long and short payment or input errors, which will affect the accuracy of the system data and bring inconvenience to the subsequent work. Therefore, we must keep a clear mind and a high degree of consciousness at work. Pay attention to avoid making various mistakes. 3. Do not bring personal emotions to work and accept criticism and suggestions humbly.

As service personnel, our work attitude and words and deeds represent the image of the company. When we put on work clothes, we should remember our identity and not let our temperament act, let alone vent our emotions because we are in a bad mood. to the merchant. In the daily charging process, we face merchants with different personalities and different quality levels. It is inevitable that they will complain due to a slight negligence or other reasons. If they complain, it means that we have not done our job well. When this happens, we You should not treat them coldly, but listen patiently to their complaints or even scolds, and let them speak their minds. When encountering special situations such as scolding or even beating when they lose control of their emotions, we should maintain a normal mind and "do not retaliate when scolded or hit back." Restrain yourself from being emotional and understand why. Their opinions and complaints show that they have certain expectations and trust in the services provided. It is precisely because "there is hope only when there is disappointment, and only when there is disappointment there are complaints." Complaining may sound offensive, but it is a message from their heart, a precious message to obtain criticism, suggestions, and methods. In the face of these valuable messages for improving our work, we should humbly accept them, reflect carefully, and continuously improve and improve the quality of our services. 4. Maintain a high sense of responsibility and full enthusiasm for work. Work means responsibility. The tasks specified in each position are a responsibility. If you are engaged in this job, you should shoulder this responsibility. When we have a sense of responsibility for our work, we can learn more knowledge, accumulate more experience, and find happiness in the process of dedicating ourselves to work. Charging work seems simple, but it requires a sense of responsibility to support it. Our job is not to keep good accounts, but to manage money well is to fulfill our responsibilities. When every merchant comes to us, we should serve them with all our heart and soul, and explain to them patiently, and these are all related to Collecting the right money and keeping good accounts are equally important. When we serve merchants with a sincere heart, we will gradually find that our work is actually full of fun, instead of boredom and complaints. If we regard this sense of responsibility as a powerful spiritual motivation to overcome many difficulties at work, then it will give us the courage to overcome all difficulties. We can devote ourselves wholeheartedly to our work, and troubles are no longer troubles... >>

Question 5: What kind of service do customers need.ppt For high-quality service, your waiters must be Your reasonable requests will be met, and he must be smiling to you. Customers are God. Naturally, you become a guest, so whether it is the host who entertains you or the waiter or waiter who provides you with services, they are responsible for you. I can’t let you feel sincere. I think customers should receive the most sincere service

Question 6: What kind of after-sales service is what customers need most? As long as customers need it, legitimate needs can be met in time

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Question 7: How can companies better serve customers? Abstract: How to win in homogeneous competition? First, rely on details, you can do better and more in place than others; second, rely on service, rely on humanized, systematic and comprehensive services. In terms of services, many companies often shout loud slogans, but in fact they are "big thunder, light rain". In some shopping places, we can often see slogans such as "Customer first", "Customer is God", "Treat customers as relatives" on the walls, but then look at the cold faces of the sales staff without a trace of smile. I can't feel any enthusiasm or warmth at all. Therefore, if an enterprise wants to achieve long-term development, it must improve customer satisfaction by truly implementing service strategies. 1. Build a service system To improve services, we must first build a service system. We need to give the service department a "status" and stop talking about services "shyly" as in the past. When we talk about services, they are greatly reduced in practice. The establishment of a service system requires top-down attention. In addition, the service department must be given a proper position. It should be mentioned on an equal footing with marketing, sales, administrative and other departments, so that everyone can pay attention to service. At the same time, there are also departmental responsibilities and specific job responsibilities, etc. It is necessary to recruit serious, responsible, meticulous, cautious and other personnel suitable for service work, and formulate specific service processes and standards. Some companies implement one-stop service or a first-inquiry responsibility system. Service standards stipulate: As long as a customer comes to the company and meets you, you must help the customer, from introducing the company and products to quotation, answering questions, etc., to solve all the customer's problems.

Some companies provide customized services, stipulating that: provide personalized products or combination solutions according to customer requirements, and evaluate the results. The future of marketing is no longer about what you can produce, but what customers need you to produce. 2. Establish a service system. If there is no system, there will be no implementation. For services to be implemented, in addition to systems, processes and standards, relevant supporting regulations and systems are also needed. Let everyone know what the results will be if the company's service system is fully implemented, and what the results will be if the service procedures and standards are not followed. People who have been to Disneyland will find that the service at Disneyland is very good. First of all, it respects customers. If you take your children to Disneyland, when their employees communicate with your children, they must squat down to talk to your children and communicate with them on an equal footing. Don't stand and let the child raise his head and talk to him. This fully demonstrates the respect Disneyland has for its customers. It understands that customers must start from scratch and must always pay attention to cultivating its future prospective customers. 3. Service must be continuous. Only continuous service can be competitive, but many companies often do not do a good job in this regard. For example, when a customer first comes and says he wants to act as an agent or purchase a product, the marketer's face will be bright, very enthusiastic, and very friendly; but when the customer says he will consider it again when he goes back, the marketer will immediately "turn from sunny to cloudy" and change. Turned into a cold face. This means that the service is unsustainable, starts to end, and lacks good beginning and end. In fact, he/she did not think deeply. If the customer does not buy this time, it does not mean that he/she will not buy next time, nor does it mean that he/she will not recommend relatives and friends to buy, because one unsustainable service may cut off a future financial path. . 4. Full staff service Service is not a matter of one department, but a matter of all departments of the enterprise, or in other words, it is a matter of everyone. Is sales just a matter for the marketing department? No, after an order is generated, it still needs the cooperation and support of invoicing, production, logistics, customer service and even technology departments. Only by establishing a full service awareness can an enterprise build its true core competitiveness. 5. Service must be in place. Regarding service, we not only have to do it, but we must also work hard to achieve it. For many things, it's not whether you have done it or not, but whether you have done it well and done it well. China CITIC Bank and Shenzhen Airlines will send blessing text messages to customers on their birthdays. China CITIC Bank wrote this: "Dear Mr. Cui, thank you for your continued attention and support for My Love Card. According to the information you provided, we are I would like to send you my sincere greetings on this special day and wish you a happy birthday.” Shenzhen Airlines’ text message read: “Dear Mr. Cui Zisan, Shenzhen Airlines learned that today is your birthday, and we will express your luck and blessings to you by plane. I wish you a happy birthday, good health, and happiness to your family. Shenzhen Airlines looks forward to enjoying your air travel with you again!” After reading these two text messages, which one do you think is more accurate? We cannot say that the text messages sent by the former are not good, because compared to banks that have never sent blessing text messages to customers, it has done a good enough job. But...>>

Question 8: How to get customers to accept your products or services, that is, customers will not sell to you. Selling is a job full of challenges. Only by choosing the right direction and taking the right path can customers accept your sales proposition. You must understand who your customers are. In many cases, not every product is suitable for everyone. It does not mean that you will be successful if you sell the best products in the world. For example, some people say that Rolls-Royce is the best car in the world, but if this customer is just a housewife or a mother who wants to take her children to class, she may not need a Rolls-Royce, even if it is the best. car. So, a salesperson must understand who are your customers? . Analyze the reasons why customers buy or not buy. After you find the customers in need, if you want them to buy the product you are selling, your second step is to analyze the reasons why the customers buy or not buy. You must analyze your customers carefully. As McKay, the author of the best-selling book "Attack on the Heart", said: Understanding your customers is as important as understanding your products. You have to ask yourself: Why will customers buy my product? You need to research these reasons. Why don’t some potential customers buy? What do the customers who buy have the same thing? What do the customers who don’t buy have the same thing? As long as you classify and study these customers, you can understand that the customers who originally bought have this characteristic, and the customers who did not buy have the same resistance points. After understanding this, you will easily know how to improve product introduction and marketing methods.

For customers who don’t buy, you must understand at least 3 reasons why customers don’t buy from you. Generally speaking, there are three main resistance points in the process of selling products. The first reason is that he doesn't need it, the second reason is that he has no money, and the third reason is that he has no time and can't spare the time. If you want to convince him, if these three resistance points are not eliminated, it is impossible for the customer to buy your product. Find the key points for customers to buy. Your product has many advantages, but which one do customers want the most? Lincoln once said that if you want to defend a person in court, you have to defend 7 items. If the first 6 items are not as important as the 7th item, then I will let you win the first 6 items, and I will only defend the last item. Therefore, finding the key points of customer purchase is also very critical in sales promotion. keybuyingpoint (sales key), which is the main key to why he will buy your product. Maybe there are 11 features of your product, and maybe only one is the most important to him. If you don't grasp that most important key, the others will be of little use. Every customer has a repeated analysis of the customer's purchasing details. If you find the customer's purchasing details, you should repeatedly identify the customer's purchasing details. For example, when selling a house, if a couple goes to see the house, the husband will say to the wife who likes swimming pools: Don't let the salesman know what you like, otherwise it will be difficult for us to negotiate the price. But if the salesman has noticed that the wife has a special preference for swimming pools, then if the husband says: Ah, this house leaks. The salesman would say to his wife: Madam, look at the beautiful swimming pool in the back. Sir, if you say: This house seems to need renovation. But the salesman just said to his wife: Madam, look at it, you can see the swimming pool behind from this angle. When the salesman kept talking about the swimming pool, the wife would say: Yes! right! right! swimming pool! The most important thing about buying this house is the swimming pool! This means that once you find the key points, your chances of convincing customers are quite high. Give customers a 100% sense of security. The process of customers accepting sales is actually a process of psychological cognition. This psychological cognitive process can be expressed as feeling-perception-cognition-memory-attitude-action. In the process of selling, you must constantly provide proof to the customer so that he can trust you 100%. Everyone has a sense of fear when making a decision. He is afraid of making the wrong decision and that the money he spends is wrong. So you have to give him a sense of security. Understanding Who Has Great Influence on Customers Of course, getting customers to accept your sales pitch and purchase your product is a complex process. In this process, no matter how careful and considerate you are, the customer's final purchase will still depend on the influence of the outside world. So, you have to understand who has great influence on your customers. Because some people may not be able to make the decision themselves, so they may have to ask their wife. For example, when you sell a set of kitchenware to a customer, your wife will always say: I don’t dare to buy such an expensive thing for fear that my husband will scold me. Therefore, usually when I am promoting, I try to have the husband and wife together, and they must listen together, otherwise I will not introduce the product, because it is ineffective. So, you must... >>

Question 9: How to provide quality services to guests. Good services come from discovering, understanding, and meeting guest needs, including potential needs, which requires Professional sensitivity and service. The quality of a hotel is ultimately determined by consumers. They are the final judges. In real interactions, there are very few guests who are really willing to give opinions to the hotel. Therefore, how to obtain real information from guests and what methods and means we use need to be thought about and explored. The quality of service depends on the quality of employees. The quality of employees and their work performance reflect the difference in hotel quality. Employees are in front-line service positions and can best feel the first needs of guests. The work process of employees reflects the process of guests' experience in the hotel. The whole process of perceiving and experiencing service is the final factor for guests to decide whether to patronize the hotel again. Therefore, it is key for management to create a pleasant working atmosphere for subordinates. How to retain guests and grasp the essence of a hotel, from my understanding is: Paying attention to details is the magic weapon for quality improvement. Whether you can provide detailed services well requires not only sincere concern for guests, but also enthusiasm and responsibility. Good at discovering details, so that guests can feel the convenience and thoughtfulness of the hotel's services from small issues, and feel relaxed and happy.

Making details that touch the hearts of guests and moving them is recognition of the hotel, thus expanding the hotel's customer source market. Therefore, doing good details is full of charm, and details are our magic weapon to win. Careful observation is the skill of advance service. Guests have different needs and expectations, and we must learn to understand their psychology. It is necessary to understand or read and judge the needs of the guests from the guests' implicit language, body movements, subtle gestures, and one look, grasp them appropriately, stay one step ahead of the guests and provide the best service. Good service should be what the guests think of, and we have to do it for them; what the guests don't think of, we have to think of and do it for them. Let guests experience services that they have not thought of or have thought of but have not said yet, give them unexpected surprises and experience them personally. Just the right service is the key to quality service. Hospitality is a service attitude, but any service requires a degree. Moderate service is quality service, and it is also service that guests are willing to accept. Over-thinking about service will be considered as a form of harassment by guests, and may even lead to resentment. Because of this, we must fully consider the interests of the guests during the service process and cannot judge the needs and feelings of the guests based on our own opinions. Learning to listen is the golden key to building a guest relationship. First of all, we must close the relationship with the guests, be good at listening to the guests, patiently listen to the guests' objections and complaints, try not to interrupt the guests, always maintain eye contact with the guests, and pay attention to the guests. The facial and tone changes, and then carefully trying to figure out the guest's true unexpressed thoughts, you can be sure to find the final solution to the problem. Improve the first-inquiry responsibility system and implement "it's up to me" service quality. The company advocates the first-inquiry responsibility system. As long as guests within the scope of our service have requests, we should consciously find ways and strive to help guests solve problems as soon as possible and resolve them. No excuses or reasons are allowed to excuse or instruct guests on what to do. It should be said that guests have an expectation for the service provided by the hotel, and this expectation is determined by the guest's own feelings. Complaints arise when the service provided by a hotel does not or fails to meet expectations. If it is satisfied, he will be moved and satisfied; if it exceeds expectations, he will be pleasantly surprised. The connotation of high-quality service is to give guests more spiritual satisfaction. Quality errors in every detail of management and service will be passed on to consumers along with the service products. If we don’t do things right the first time, it can be said that the products we give our customers may be substandard or substandard products. However, the customer’s feelings after buying a “substandard product” or “substandard product” at full price will be different almost every time. Everyone can feel it. What's more, for hotel products, there is no "return" possible. Therefore, we must work hard to achieve "zero defects."