Quality is the satisfaction of the clients or the recognition of peers. Our service quality is the sum of eight elements: attitude, technology, responsibility, hardware, management, highlights, complaints and mistakes. Among them, complaints and errors are negative, and the smaller they should be.
the explanation and requirements of the eight elements of service quality constitute the eight elements of service quality, namely, attitude: the attitude towards customers should be warm, thoughtful, serious and careful, not indifferent, contradictory or even worse; Technology: refers to the business level, including sales process and after-sales service. Responsibility: it is to serve customers sincerely, so that customers can buy with confidence and use comfortably; Hardware: equipment, shopping environment, etc. Management: it is the process that managers effectively use manpower, material resources and financial resources to achieve organizational goals; Highlights: service highlights, service features or special services, and highlights can play a role in finishing the painting; Complaint or error: negative number, the smaller the better. The above eight elements constitute our service quality. Except hardware, the other seven elements can be improved through our efforts.
First of all, we should know the importance of enhancing service awareness. We should improve our service attitude and advocate active service. We should realize that only by strengthening service can we meet the consumer demand of customers; Only by enhancing service can we win the trust of customers; Only by strengthening service can we improve customer satisfaction, and at the same time, only by strengthening service can we reflect our own value and meet our own needs. Because your service is approved and recognized by the market, you can be in an invincible position in this fiercely competitive market. Therefore, the idea that the customer is God should not be a specious thing. We should really treat the customer as God and be careful, enthusiastic and thoughtful. However, due to the diversity of society, our excellent service may not always get the response or recognition it deserves. We should understand that it is the most fundamental premise to ensure that consumers' rights and interests are not infringed.
Secondly, to strengthen the strictness of internal management, to ensure that service personnel perform services according to the company's requirements and plans, and to avoid deviations in the implementation process, we should pay attention to the following management rules:
? Avoid too complicated or harsh service standards;
? Avoid too abstract expression of service concept, which makes it difficult for salesmen to understand or have ambiguity;
? Pay attention to the training of salesmen and enhance their service skills;
? It is very important to conduct comprehensive real-time monitoring of service implementation and solve problems immediately when found
It is very important to train salesmen. The distance between the salesman and the customer is the closest. If the salesman has not received any training and guidance before the service, then when the service error occurs, they will not know how to deal with the dissatisfied customers, and they may be at a loss and lack confidence when dealing with the service error, so they cannot decide which is the best solution. Therefore, when service errors occur, how to carry out remedial services needs a learning process.
finally, we should focus on avoiding complaints rather than how to solve them. Provide customers with after-sales tips, including the explanation of various terms of the contract, so that customers can avoid possible problems in the purchase process, so as to achieve real quality service.
5. Feasible measures to improve hotel service quality After analyzing the causes of the problems, we should take targeted measures to improve the hotel service quality as soon as possible. 5.1 Building a service level support system in the hotel industry In view of the low entry threshold for hotel employees, the operating skills, foreign language communication skills and increasingly popular information system management knowledge of high-star hotel employees should be strengthened. We should build a training and certification system for employees in the hotel industry, and implement a voluntary research system for those who want to work in high-star hotels. Through scientific training, new employees can master certain business knowledge of hotel industry. With the current salary level, it is difficult to attract talents, so it is necessary to improve the overall salary and welfare level of employees. 5.2 Hotel managers should strengthen the awareness of service quality, which is the central work of hotel daily management. All employees should have the awareness of quality, and managers should establish the concept of service quality. Managers firmly take root in the concept of quality, so that quality can be truly regarded as the lifeline of the enterprise in daily management, so that all hotel staff can realize the importance of service quality in thought and action, and the quality management system and objectives can be effectively implemented. 5.3 Establish a perfect service quality management system (1) Establish a service quality management organizational structure. Hotels should set up full-time service quality management institutions as the organizational guarantee of the service quality system, establish a comprehensive, scientific and reasonable service quality control system, and systematize, standardize and institutionalize hotel quality management activities through certain systems, regulations, methods and procedures, so as to bring all hotel quality activities into a unified quality management system. (2) Formulate quality standards and quality objectives. The hotel should define the quality standards for the daily management and service links of various service items, formulate work norms and procedures, and make employees' service behaviors have rules to follow. Truthfully record the service process of each post and link in the hotel, carefully analyze and study it, improve it according to the quality management requirements, make it reasonable, and determine it in the form of words and charts to form a service procedure. The standardization, proceduralization and standardization of service process is not only the important content of hotel quality system, but also the important basic work of establishing service quality management system. At the same time, the hotel should also formulate service quality inspection procedures and control standards, establish a quality information feedback system, collect and analyze the reasons why the service does not meet the standards, and propose and implement improvement measures. 5.4 Management control should be based on the responsibility system of first inquiry (1). As far as customers are concerned, going to the hotel is to spend money to buy and enjoy. There is no need or interest to know which things in the hotel should be handled by whom. They have the right to think that any employee represents the hotel and should solve problems for them. Therefore, we should vigorously advocate the responsibility system of first inquiry. The hotel's first inquiry responsibility system refers to the responsibility system that all employees who work in the hotel are the first person to accept the guest's consultation or request, that is, the first person responsible for solving the guest's consultation problem and making the request, and the first person responsible for asking must try his best to provide the best and satisfactory service to the customers until the problem is finally solved or a clear answer is given. There are several specific requirements: first, if it is a problem within my responsibility, I should immediately ask the guests for a satisfactory answer and properly solve the requirements of the guests; Second, although it is a problem within my responsibility, but because of the guests, it can not be solved immediately at present, so we should explain it to the guests patiently and carefully; Third, if the problems and requirements are beyond my responsibilities, I should not shirk them, and help the guests to contact the relevant departments in time to solve them. The key to carrying out the first question responsibility system is to let every employee, especially the front-line employees, fully and clearly understand the general service content and service items of different positions in the hotel and the relationship between various service processes through targeted training or cross-training activities. The first question responsibility system is not limited to the customer service of front-line employees, but also includes the logistics support service of second-line employees. (2) stare at the critical moment. Every time the front-line employees communicate with customers face to face, it is a critical moment, any moment when customers contact any aspect of the hotel and have a certain impression on its service quality. During the hotel stay, customers' perception of the key moments they have experienced directly determines their overall evaluation of hotel service quality. Every critical moment is the basic unit of customer perceived value. Different hotels have different critical moments. Hotel managers can call department managers, front-line employees and customer representatives to discuss with each other, and draw all the critical moments that the hotel needs to pay attention to, and make a list and let all employees know in the order of service flow. In view of each key moment, discuss the coping methods, and through training, all employees can effectively master them. (3) Empower employees. Authorization means that managers share information, knowledge, rewards and power with employees in the front line of service. When employees face customers, they need to have enough power to meet the diversified and personalized needs of customers in time, as well as to deal with some special situations and accidents. Managers can't and don't need to spend all their time controlling and supervising. Let employees manage and control some work by themselves, which not only enables them to exert their initiative and creativity, but also reflects the hotel's respect for employees and makes employees more responsible. It not only improves the efficiency of the hotel, but also makes customers experience the responsible, enthusiastic and thoughtful service of the hotel staff, and the customer satisfaction will naturally improve. Take the Xiaodongbei Restaurant of Longcheng Ligong International Hotel as an example. Every employee of this restaurant has his own responsibility, some are responsible for counting the number of linen and some are responsible for counting the number of tableware, etc. They should do this job well on the basis of doing a good job of basic service every day. Do a good job in cost control and reduce waste of resources. (4) Walking management. The vast majority of hotel services take place in various business locations in the hotel. Most of the time, only customers and employees who provide services know what is happening at the service site. Managers want to really know the front-line situation, so they can't always sit in the office. They should spend part of their working hours on the supervision of the service site. In this way, we can not only deal with guest complaints and emergencies on the spot, but also consult guests' opinions and suggestions, and shorten the distance with employees. 5.5 Improve the internal coordination of the hotel (1) Strengthen communication management. Departmental cooperation is based on communication. Without communication, people will fall into a psychological state of mutual isolation, and it is impossible to form a tacit cooperation. Hotel communication includes communication between superiors and subordinates, between departments and between people in departments. We can promote internal communication in the hotel through various group activities, such as dining together with service personnel and setting up staff suggestion boxes, which are all concrete ways to achieve effective internal communication. (2) Implement the post rotation system. Hotels are labor-intensive enterprises, and the repetitive work in many positions is very large, which easily leads to excessive fatigue or dull tendency of employees, and managers need to take job rotation to make effective adjustments. This helps to develop employees' potential work ability, break the barrier between different departments and lay a good foundation for cooperation. At present, Longcheng Ligong International Hotel has carried out the job rotation, and the effect is very good. (3) Cultivate corporate culture. Corporate culture is the soul of an enterprise and the most important connotation and extension of corporate cohesion. The formation of hotel culture reflects the same value orientation of all hotel employees. On this basis, a cooperative and United whole will be formed among hotel employees and departments. A good hotel culture can enhance employees' willingness to serve customers from the heart, and consumers will enhance their sense of identity with hotel service quality while accepting this service and feeling this corporate culture. How to improve service quality How do customers define service quality? We should not ignore the fact that the most important maker of service quality is the customer, not ourselves; The quality of service can only be explained by customer's perception. What is more noteworthy is that there is a big difference between the customer's quality standards and ours. Therefore, our standards may prevail in terms of technical quality requirements of services, but we should proceed from the customer's quality standards in terms of overall service quality requirements. Here is the "Kano Customer Perception Model" (a famous management master Noriki? Dr. Cano's practice summary), as shown in Figure 1: Figure 1 Customer satisfaction (1) What you must have: the services or things that you take for granted, such as warm reception in the store, clean tables and chairs, etc. Because customers expect them to have them, when they don't have them or are not clean, customers will notice and feel annoyed. In fact, if there is no such thing, customers will be disappointed; And with everything, customers still have only a neutral feeling. (2) The more comfortable, the sooner the better: if customers' needs are not well met, they will be disappointed; If you are satisfied, you will increase your satisfaction and even feel happy. For example, slow response to customers' requirements or problems will disappoint them, quick response will please them, and slow response will have no feeling for customers. (3) Pleasant: refers to something or service that surprises customers in a good way. If we provide services that customers think we can't provide, it will have positive effects. Because this is beyond the customer's expectation, even if it is not, it will not have a negative impact. We can get the following enlightenment from the Carnot model: First, we must make clear the priority work, that is, to provide customers with better basic or basic services first, so as to avoid disappointing customers, and then we can pay attention to the more comfortable, faster and better and pleasant services. Second, we should eliminate the trap of thinking that no opinion equals customer satisfaction. Many stores rate customer satisfaction according to the number of customer questionnaires they receive. If customers have no opinions, they are satisfied. We think that customers have no opinions, which may only mean that customers are not aware of other alternative and better services, but it does not mean that customers are satisfied or happy with us. Thirdly, it is relatively easy for us to find things or services that we must have and that are as comfortable as possible, but it is more difficult to find things or services that are pleasant, and this is exactly our challenge, which we want to discover and create.