Excellent service cases

Quality service is not only reflected in the operation of business operations, but also in the communication attitude towards consumers, customers and service personnel, that is, the ability to respect factors that affect the subjective feelings of service recipients, such as gender and personality , social status, educational background, identity, occupation, cultural customs, etc.

Excellent Service Cases

Li Beibei, a room attendant who worked the night shift, was cleaning Hall A of the chess and card room. A guest in Hall B asked to change rooms, but according to the hotel's regulations, he needed to apply for an additional fee. After paying the fee, the guest immediately canceled his plan to change rooms.

The guest may not be in a good mood because he was not moved to Hall A. During the subsequent service, he kept making various requests. Li Beibei, who was originally busy working the night shift, added water after a few minutes and opened the window after a few minutes. , the window was closed after a few minutes, the mahjong machine broke after a few minutes, etc. (but when checked, the mahjong machine was normal), Li Beibei still served them patiently with a smile.

At the end, the guest said apologetically, "I'm sorry to bother you all night." This is how Li Beibei used extraordinary patience to make the guest feel satisfied.

Analysis: Chess and card rooms will have different prices depending on their size, facilities, etc., but guests may ask to change rooms because they do not know the price or are unwilling to charge more. Guests who fail to change rooms may Some misunderstandings have arisen. Under such circumstances, how can we use sincere and patient service to eliminate the misunderstandings of the guests?

Extended information

Quality services can be further subdivided from low to high into satisfaction services, comfort services, and comfort services based on differences in service experience and requirements. Different levels of services have different service requirements. This classification method was clearly divided and summarized by Gu Zhengyi in 2005.

1. Satisfaction service

requires that it can meet the requirements of the service objects and be based on the reasonable requirements of the service objects. The basic requirement is that the requirements are basically met and no new negative emotions are generated or added.

2. Comfort service

On the basis of meeting the requirements of the service objects, we will improve the service in many aspects to minimize the negative emotions of the service objects and obtain the satisfaction of the service objects. Certain praise is a basic requirement.

3. Comfortable service

Starting from the perspective and interests of the service objects, it not only meets the customer's service needs, but also thoughtfully and meticulously considers the current needs that the customer has not considered. and future needs, and provide corresponding services in a foreseeable manner. The requirement is to win the trust, loyalty and high praise of service recipients.