Excellent service case

High-quality service is not only reflected in the operation of business, but also in the communication attitude towards consumers, customers and working people, that is, it can respect the factors that affect the subjective feelings of the clients, such as gender, social status, educational background, identity occupation, cultural customs and so on.

Excellent service case

When Li Beibei, a room attendant on the night shift, was cleaning Room A in the chess room, Tenant B proposed to change rooms. However, according to the hotel regulations, it was necessary to go through the formalities of charging extra fees, and the guests immediately canceled the room change plan.

Guests may be in a bad mood because they didn't change to Hall A, and in the later service, they constantly put forward various requirements. Li Beibei, who was busy at night shift, added water every few minutes, opened the window in a few minutes, closed the window in a few minutes, and the mahjong machine broke down in a few minutes (although mahjong machine was normal during the inspection). Li Beibei still smiled and patiently served them.

At the end of the day, the guest said, I'm sorry to bother you all night. This is how Li Beibei satisfied his guests with extraordinary patience.

Analysis: Chess rooms will have different prices according to the scale and facilities, but guests may change rooms because they don't know the price or are unwilling to charge more. Guests who haven't changed rooms may have some misunderstandings. In this case, how to eliminate the misunderstanding of the guests with sincere and patient service?

Extended data

Quality service can be further subdivided into satisfactory service, comfortable service and comfortable service according to different service experiences and requirements. Different levels of services have different requirements for services. This classification was clearly defined by Gu Zhengyi in 2005, among which

1, satisfied with the service

Requirements can meet the requirements of the parties, and the basic requirement is to basically meet the reasonable requirements of the parties without generating or increasing new negative emotions.

2. Comfortable service

On the basis of satisfying customers' requirements, the basic requirement is to improve the service in many ways, minimize customers' negative emotions, and get certain praise from customers.

3. Comfortable service

From the perspective and interests of the clients, we can not only meet the service needs of customers, but also carefully consider the current and future needs that customers have not considered, and provide corresponding services predictably. Win the trust, loyalty and high praise of customers.