What is the service concept of Shandong Ginza Mall?

(1) Add promotional information to greetings. Sincere smile, warm greetings, while incorporating the use of civilized terms such as "three-meter smile" and "two sentences", we can appropriately add brand promotion information such as "50% off the whole audience" and "a gift with a value of 298 yuan over 1000 yuan", so that customers can quickly understand brand activities in the shortest time, stimulate customers' desire to buy and promote brand sales.

(2) No interference service. In the process of sales, we should correctly grasp the temperature and scale of warm service and create a relaxed, harmonious and comfortable shopping environment for customers.

(3) Pay attention to the mode of delivery. In the transaction process, the shopping guide should deliver with both hands, leaving space for the customer in the middle. On the premise of facilitating the customer to pick up the goods, the cashier should deliver the change with both hands, pay attention to the delivery method and show the service details.

(4) after-sales inspection. On the premise of faithfully fulfilling the enterprise's return promise, establish the enterprise's reputation and reduce the customer's return cost. (1) requirements in the process of inspection with customers, and inform customers about the common sense of commodity maintenance in the process of inspection. When both parties are satisfied with the inspection, the receipt will be stamped with the official seal of "inspected" to play a normative role.

(5) Strengthen the use of Putonghua. The language should be cordial, the tone should be sincere, the tone should be soft, the language should be decent, and Mandarin should be used.

Second, member service.

(A), to create a good service environment for the member center

1, Greenland

Green plants should be placed indoors in the member center to create a comfortable and warm visual space, so that the member center can keep the air fresh and customers can enjoy the service with peace of mind and quiet.

2. Open video service

Open video service in the member center, broadcast corresponding video materials, publicize Ginza's powerful services and various preferential policies enjoyed by Ginza members, and let customers feel that shopping in Ginza Mall and becoming a member of Ginza are the most correct choice.

3, set up drinks, newspapers and periodicals

Tea, coffee and other drinks as well as newspapers and magazines are set up in the member center, so that customers waiting for business can patiently and quietly enjoy the intimate service of Ginza Mall.

(2) Strengthen information management and improve network services such as SMS, email and QQ.

1, warm greetings

Whether it is a traditional festival in China or an international festival, when the festival comes, a message of greeting and blessing makes people feel warm. Add birthday reminders to the existing database system, and receive birthday wishes from Ginza Mall on the birthday of Ginza members, so that members of Ginza can add a family affection and make the service of Ginza members different.

2, life tips

The fast pace of modern life has brought health risks to modern people. At present, health care is increasingly favored by everyone. Different seasons also have corresponding health care methods. When the seasons change, some tips on health care or other aspects of life remind Ginza members by SMS or email, and a sense of intimacy arises spontaneously.

3. Open a QQ group of members and inquire about their needs.

A computer network is set up in the member center, and a QQ group is set up by special personnel. Members can communicate freely in the group, put forward opinions and suggestions, so as to keep abreast of market information, grasp the dynamics of members and strengthen member management more effectively.

(3) Actively organize various member salon activities.

1. Cooperate with high-end yoga clubs, hold yoga knowledge lectures for female high-end members, offer yoga experience courses, provide a broad communication platform for members, strengthen contacts and exchanges with other service industries, and accumulate experience for diversified services.

2. Conduct lectures on health care and health knowledge for middle-aged and elderly members, so that health is deeply rooted in people's hearts and health guarantees happiness.

3. Cooperate with a famous clothing brand to hold a lecture on clothing color matching for high-end members, so that every member who loves beauty can learn to discover, recognize and package his own beauty, and create his own fashion and style through clothing matching. At the same time, the classroom can be brought into the shopping mall, which can directly improve the on-site sales, enhance the recognition of members to Ginza Shopping Mall, and strengthen the promotion and sales of clothing brands.

4. Cooperate with high-end jewelry brands and invite diamond card members to hold high-end jewelry appreciation reception. At the cocktail party, members will vote for the most valuable jewelry exhibits and hold a lucky draw. Jewelry exhibits are specially promoted on site, and all members who buy exhibits on site enjoy special prices and corresponding gifts.

(4) Actively carry out membership promotion activities.

1, luxury brand mystery discount is only for members.

For diamond card members, a member distinguished card is specially made. During the activity, diamond card members can get it at the member center with their membership cards. With this card, they can enjoy exclusive discounts of high-end brands in Ginza Mall. 2, VIP exclusive carnival night

2 1: 30-22: 30 After the normal business is over, members can enjoy the following benefits: full 100 minus 55, full 200 minus10, full 300 minus 165. At the same time, the membership card is free, and members can get 3 times points for shopping. Let members enjoy the ultra-low price, but also enjoy the rich "feedback" of members, thus enhancing the loyalty of members and ultimately achieving the increase in sales.

(E) Training full-time member service personnel and establishing a "SVIP one-on-one team"

In order to maintain high-end members and provide better services, the VIP Member Center has set up a "SVIP One-on-One Team" to provide high-end members with more professional and intimate personalized services, and to provide suggestions and guide consumption services for high-end members. In the process of high-end members' consumption, make a detailed introduction and put forward reasonable suggestions, so that VIPs can enjoy a relaxed and convenient one-stop shopping experience.

Third, customer service for the old, the young and the disabled

1. In order to facilitate special consumer groups such as the disabled, low-level devices have been installed in facilities such as passenger elevators, service desks, checkout counters and public telephones;

2. In order to facilitate the elderly to travel, presbyopic glasses and crutches are provided at the front desk, and the words "Be careful with the glass" are posted on the big glass wall of the shopping mall to prevent the elderly from being injured;

3. For children, a slightly larger customer rest area can be transformed into a children's play area, providing basic entertainment facilities and children's books.

Four, characteristic service demonstration post:

1. Invite the service stars of the shopping mall to show their skills in our shopping mall, hold relevant training seminars and learn from their excellence.

2. Build a star-rated service demonstration post, and assess it from five aspects: professional skills, service norms, characteristic services, ideology and obedience management, so as to set a service benchmark.

Verb (abbreviation of verb) customer rest service

In view of the limited business area of our shopping mall, we should make full use of the corner space of the shopping mall, create more rest areas with elegant environment, and clearly mark the location of the rest areas on the floor distribution map and signs of each shopping mall. On this premise, provide:

1, free newspapers and magazines. Several newspapers of the day, even several periodicals and magazines, will make customers who are resting here feel relaxed;

There is a store TV for customers to watch. The TV programs broadcast in the rest area are for selling goods. For example, the new product information and preferential information in our store are all released by the TV in the rest area. In this way, customers can get effective information in their spare time, and it is not impossible to achieve sales if they need goods.

4. You can also arrange a special person to regularly distribute the promotion list of the store in the rest area, so that customers can know the promotion information in the store after rest.

5. Set some small hooks for customers to hang bags and baskets, or equip the business premises with facilities for storing and keeping customers' articles.

Intransitive verb parking service

1, equipped with full-time vehicle guides. Pay attention to the overall image of the vehicle guide, keep the clothes clean and tidy, avoid untidiness and give customers a sense of freshness. ; Conduct professional training for guiding personnel, such as guiding gestures, saluting postures, speech norms, etc.

2. The guide should always know the free position of the parking lot to ensure that the guide is in place. Strengthen the correct guidance of driving vehicles, make full use of parking spaces, and avoid the situation that one car occupies multiple parking spaces; After the customer parks the car, the tour guide will take the initiative to open the door for the customer; In rainy and snowy weather, we can provide customers with umbrella service.

Seven. Security service

1. Abide by the rules and regulations of the mall, safeguard the interests of the mall and protect the rights and interests of customers. Do not relax labor discipline, carelessness or dereliction of duty under any pretext;

2. The security personnel must be in high spirits and dress neatly and appropriately when they take up their posts with tooling. Must stick to their posts, without special circumstances, and shall not leave the area of responsibility without authorization;

3, in law enforcement services, to be polite. When understanding the situation and investigating problems, we must not use slanderous and sarcastic language. Do not affect or damage the overall image and honor of the mall by personal words and deeds;

4, in the event of fire, public security cases and natural disasters, timely guide customers and maintain order.