What kind of service do customers need?

Question 1: If I am a customer, what kind of service do I need? I think guests should follow us! The guests came because of our good service. If the guests come because of our good service, it means that our service work can be done well, then we must always do a good job of service and let our service take the guests away. If our service must follow the guests, we will often go into a misunderstanding. When dealing with some affairs, we will always stand in three favorable situations. If we stand in the guest's position, we will suffer!

The satisfaction of the guests is not satisfactory in some aspects. ...

Question 2: How to serve customers well?

First of all, we should form a high-quality service team.

High-quality service needs personnel to complete. Hilton Hotel has a famous saying: "Without Hilton employees, Hilton Hotel is just a building", because it is the excellent service provided by employees that makes Hilton Hotel famous in the world. Some hotels in China have advanced hardware. Four-star hotels have reached the standards of foreign five-star hotels. The presidential suite is luxurious, but the service can't keep up and the software is backward. On the one hand, the backwardness of software is due to the lack of comprehensive quality, education and training of personnel, and another important reason is that consumers do not have high requirements for service providers.

Second, determine and unify the correct customer service concept.

Service products, like other tangible products, also emphasize that products should meet different consumer needs. Consumer demand can be transformed into specific product characteristics and specifications in tangible products, and these product characteristics and specifications are also the basis of product production, product improvement and product marketing. But these specific specifications are like castles in the air for service products. Therefore, service enterprises need to be clear about the essence of "service product" or "service concept".

According to the lawyer's practice rules and service needs, I tend to adopt the service concept of "entrusted by others and caring for others".

Third, provide differentiated services to customers.

We can divide services into basic services, satisfactory services, value-added services and unforgettable services. The service level should be determined according to the cost-benefit ratio, the scope allowed by objective conditions and the expectations of customers.

The so-called basic services, such as customers buying goods at 100 yuan in the supermarket, the buyers and sellers do not owe each other after payment. At this time, the customer's basic material value interests are met, which is the basic service, and the two sides have not left any special impression, 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 merchants who provide services are friendly and let customers get spiritual satisfaction. For example, customers go shopping in the supermarket, and the service staff of the supermarket greet customers with warm, friendly tone and polite attitude. This is a satisfactory service. Satisfied service can leave a deep impression on customers by persisting and avoiding mistakes. It is difficult to pursue the reputation of this service. It's like building a nest in a bird's mouth with mud and destroying it like a casserole under a huge wave. To maintain this service, we must have a long-term mechanism and always be cautious.

The so-called value-added service refers to the value-added service, which can be provided or not, but it can make customers more satisfied and more rewarding after being provided. This kind of service does not conform to the principle of efficiency and needs to save costs.

The so-called unforgettable service is the service that the customer did not expect at all, far exceeding his expectations. Including unforgettable good service and unforgettable poor service. Unforgettable service cannot be the norm, and unforgettable poor service must be eliminated. Just like the post with the worst comment service that lawyer Zhou saw on Baidu. The reputation formed by long-term high-quality service, an unforgettable poor service may be destroyed once.

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

For example:

Lao Wang took a taxi to a hotel, and he got the following services. We need to analyze what types of services should be provided to what types of people in order to achieve the best results, taking into account the feasibility and cost-benefit ratio.

1. Get to the destination safely, quickly and accurately;

When getting on the bus, the driver greeted him politely. "Hello, sir, where are you going?" When he got off the bus, he said, "Please go away and take your belongings with you." He has a very friendly attitude and speaks politely.

3. After parking, the driver gets off to help him put (take out) the trunk, help him open the car door, and provide some newspapers for him to read;

When getting off the bus, Lao Wang accidentally dropped his mobile phone in the car. When he arrived at the hotel, he found that when Lao Wang was upset, the driver actually sent his mobile phone back, which made Lao Wang feel very surprised and moved.

Fourth, higher than satisfaction.

(1) Grasp the needs of customers;

Customers with different industries, different stages of development and different management modes, and even customers with different subjective expectations of managers, pay different attention to legal counsel and have different service levels. To serve customers, we should grasp all aspects of customer needs, especially through the expression of customers, eliminate irrelevant language in the expression, restore exaggerated or reduced content in the expression, and ask or guess the missing content in the expression, so as to understand the real needs of customers.

Besides, as a major ... >>

Question 3: How to provide quality service for guests? Reprint the following information for your reference.

Providing quality services to customers includes the following aspects.

First of all, establish a professional team with high quality service ability.

The quality of service depends on everyone who participates in the service. Whether we can provide customers with high-quality services is the first factor. The establishment of a professional team requires the following efforts.

1, the whole service system

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

Let's first look at the concept of service value chain. Value chain is all stages and activities that are necessary from the beginning to the end of providing services and have the potential to create value for customers. The value chain of services is shown in the following figure:

The value chain shows very clearly that the quality of customer service depends on the quality of internal service. Therefore, the first step in establishing a service team is to strive to shape the satisfaction of employees. This is the starting point of our whole service system.

Shaping employee satisfaction is a long-term systematic project, and it is also a subject that needs special research. The company has a clear strategic plan. There are still many shortcomings in our work in real life, and the company has already started to improve it. In the near future, unified service standards such as administration, finance, IT and HR will be issued in the name of the headquarters to standardize internal service behaviors and make service commitments to facilitate employees' work. This is an attempt to carry out a series of improvement work. Please supervise.

2. Establish service awareness and methods.

With the development of the company's business, service awareness has been rapidly established among many employees. When people further realize that service means can solve many troubles and problems in reality, learning relevant knowledge and skills will become their demand.

If you pay attention, you will find that in the past year, the content about services and customers has been mentioned on different occasions, and providing high-standard professional services has also been formally 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 you with a lot of service knowledge and skills training. This is one of the main tasks for next year.

At the same time, in terms of job requirements, authorization content, performance evaluation of everyone, etc., some services are gradually injected, so that employees have the opportunity to practice service-related knowledge and skills and constantly improve in their work.

3. Introduce a large number of service-oriented talents.

To improve the service level, we need to introduce many talents with service skills. In fact, CCDI's talent model is no longer just a designer's face. From marketing to finance, from IT to HR, experts from various professions have emerged, initially forming an overall service network. The addition of these new forces has opened up many new development spaces for traditional commerce. The new vitality formed by interdisciplinary knowledge aggregation has begun to play a role, which is one of the steps in the implementation of the company's strategy. We will also increase the intensity of introducing these talents.

Another source of talent introduction, which needs to be emphasized, is the large number of design managers among our customers. These managers are all designers, understand the motivation and behavior of customers, and are very good design service talents. But under the current conditions, it is not easy to get them back to the designers, but this possibility exists.

This is a resource allocation problem between the upstream and downstream industries, and its ultimate reasonable allocation model must be the one with the highest efficiency, the best benefit and the lowest cost. At present, there are a large number of designers working in our customers, which is not the case.

For example, the management of design business is done by people as designers. It is an indispensable link in the process of engineering construction and a necessary cost expenditure. When there are not enough qualified design service providers in the market, our customers have to build their own resources in this field. Therefore, excellent developers like Vanke have a large number of excellent designers, which gives them sufficient advantages in the competition. When faced with the requirements of larger-scale and higher-speed enterprise development, the developer's own design strength also needs to be larger and more efficient, but the business model formed by the developer based on capital and market requirements does not have the capabilities needed by people and enterprises. If this ability is established forcibly, the cost may not be cost-effective. Therefore, in theory, the development of design companies and developers to a certain extent will definitely promote the design strength of developers to return to design companies, because design companies are people's business, but >>

Question 4: How should the service industry serve customers well? Smile is the most attractive business card in interpersonal communication; Smiling can bring happiness, express friendliness and convey sincerity. A heartfelt smile, like the warm current in winter and the coolness in midsummer, can not only bring comfort and warmth, but also resolve contradictions and embarrassment in time. Of course, it is not easy to keep a good smile on your face and ask yourself to be enthusiastic about your work every day. It is not easy to treat others sincerely and stick to principles to complete your work. But quality service needs our continuous efforts. It is a long-term goal of "only better, no best", so it is necessary to develop good habits, not deliberate affectation. Only in this way can we easily put into work for a long time. At work, it is also one of our responsibilities to face every business with a sincere and confident smile and provide the services they need at the first time. Second, establish the working concept of "serving the merchants wholeheartedly". Charging work is service work, of course, service is the highlight. Merchants are not only our partners, but also our parents. It is necessary to establish the working concept of "serving the merchants wholeheartedly", think about what the merchants think and what they are anxious about, learn to always put yourself in their shoes and serve with heart, so as to make the atmosphere with the merchants more harmonious and pleasant, and truly serve with heart. Enthusiasm for merchants is an important part of service concept. It is not only a positive and dedicated attitude, but also a service behavior with the greatest goal of meeting the needs of merchants, constantly meeting the needs of merchants and exceeding the expectations of merchants as much as possible. Similarly, patience is also an extremely important accomplishment in our work. When a large number of people pay fees, when the workload is heavy, when the merchants are unclear and do not understand our work flow and payment methods, we should patiently inform and explain until they understand. Merchants are the objects of our service, and our work also needs their support and cooperation. If enthusiasm and patience are candlelight that lights up a smile, then carefulness is a candlestick that is silently supported. The charging work seems simple, but if you are not careful, there will be long and short payments or input errors, which will affect the accuracy of the system data and bring inconvenience to the later work. Therefore, we should keep a clear head and attach great importance to our work to avoid all kinds of mistakes. Third, don't bring personal emotions to work, and accept criticism and suggestions with an open mind. As service personnel, our working attitude, words and deeds represent the image of the company. When we put on work clothes, we should keep in mind our identity, and we should not let our temperament act, let alone vent our emotions on businessmen because we are in a bad mood. In the process of daily charging, we are faced with merchants with different personalities and different quality levels. Because of a little negligence or other reasons, there will inevitably be complaints. Some of them complained that our work was not done well. In this case, we should not just treat them coldly, but patiently listen to their complaints and even scolding, and let them express their thoughts. In the face of this kind of scolding, even when they are out of control, we should keep a normal heart and do "scold back and fight back". Restrain yourself, avoid being emotional, and understand why. Their comments and complaints show that they have certain expectations and trust in the services they provide, precisely because "they will be disappointed if they have hope, and they will complain if they are disappointed". Complaining may not sound good, but it is a message in their hearts, a valuable information for getting criticism, suggestions and methods. Faced with these valuable information to improve our work, we should accept it with an open mind, seriously reflect on it, and constantly improve and improve our service quality. Fourth, maintain a high sense of responsibility and full enthusiasm for work. Work means responsibility, and every job task is a kind of responsibility, so you should take this responsibility when you are engaged in this job. When we are full of responsibility for our work, we can learn more knowledge and accumulate more experience, and we can find happiness in the process of devoting ourselves to our work. Charging seems simple, but it needs a sense of responsibility to support it. Our job is not to do a good job, but to manage money well. Every businessman comes to us, we should try our best to serve them and explain to them tirelessly, which is as important as collecting the right money and doing good deeds. When we serve the merchants wholeheartedly, we will gradually find that our work is actually full of fun, not boring and complaining. If we regard this sense of responsibility as a powerful spiritual motivation to overcome many difficulties in our work, it will give us the courage to overcome all difficulties. We can devote ourselves to our work, and trouble is no longer trouble ... >>

Question 5: What kind of service do customers need? Ppt Quality Service Your waiter must meet your reasonable requirements, and he must smile at you. Customers are God's nature, and you become a guest, so it is your responsibility to entertain your host or the waiter or waiter who provides services for you. They can't make you feel sincere. I think guests deserve the most sincere service.

Question 6: What kind of after-sales service is most needed by customers, and as long as customers have needs, their legitimate needs can be met in time?

Question 7: How can enterprises better serve customers? What will win the competition under homogenization? Depending on the details, you should do better and better than others; Second, relying on service, relying on humanized, systematic and all-round service. In terms of service, many enterprises often shout slogans loudly, but in fact, it is "loud thunder, little rain". In some shopping places, we can often see slogans such as "customer first", "customer is God" and "regard customers as relatives" hanging on the walls, but we can't feel any enthusiasm and warmth at all when we look at the cold faces of business people. Therefore, in order to achieve long-term development, enterprises must really implement the service strategy of improving customer satisfaction. First, to build a service system and improve services, we must first build a service system. Give the service department a "name" and don't mention the "shame" of service as before. When it comes to service, it is a big discount. The establishment of service system needs top-down attention. In addition, we should give the service department a suitable position, put it on an equal footing with the departments of market, sales and administration, and let everyone pay attention to service. At the same time, there must be departmental responsibilities and specific job responsibilities. It is necessary to deploy serious, responsible, meticulous and cautious personnel suitable for service work and formulate specific service processes and standards. Some enterprises implement top-level service, or the responsibility system of first inquiry. The service standard stipulates that as long as customers meet you in the company, you should help them solve all problems, from enterprise and product introduction to quotation and answering questions. Other enterprises adopt customized services, which stipulate that personalized products or combination schemes are provided according to customer requirements, and the results are evaluated. Future marketing is no longer what you can produce, but what customers need you to produce. Second, the establishment of a service system is not implemented without a system. To implement services, besides systems, processes and standards, relevant supporting laws and regulations are also needed. Let everyone know clearly what kind of result it is to fully implement the service system of the enterprise, and what kind of result it is to not follow the service process and standards. People who have been to Disneyland will find that the service of Disneyland is in place. First of all, it respects customers. If you take your children to Disneyland, their employees must kneel down and talk to your children as equals when communicating with them, instead of standing and letting them talk to him with their heads up. This fully reflects Disney's respect for customers. It knows that customers should also start from dolls and always pay attention to cultivating their future prospective customers. Third, services should be sustainable. Only continuous service can be competitive, but many enterprises often do not do well in this respect. For example, when customers first come, they say they want to be agents or buy products, and the salesmen are very smart and very warm and friendly; But when the customer said to go back and think about it, the salesman immediately turned "sunny to cloudy" and replaced it with a cold face. This is the service discontinuity, anticlimactic, lack of a good start and a good end. In fact, he/she didn't think deeply. If a customer doesn't buy this time, it doesn't mean that he won't buy it next time, nor does it mean that he won't recommend it to relatives and friends, because an unsustainable service may break a future financial path. Four, the whole service service is not a department's business, but all departments of the enterprise, or everyone's business. Is sales just a matter for the marketing department? No, after the order is generated, it needs the cooperation and support of billing, production, logistics, customer service and even technology departments. Only by establishing a sense of full service can enterprises build real core competitiveness. Fifth, the service should be in place. For service, we should not only do it, but also strive to do it in place. Many things are not done, but done well. CITIC Bank and Shenzhen Airlines will send greeting messages to customers on their birthdays. CITIC Bank wrote: "Dear Mr. Cui, thank you for your constant concern and support for my love card. According to the information you provided, we extend our sincere greetings to you on this special day and wish you a happy birthday. " The text message of Shenzhen Airlines reads: "Dear Mr. Cui Zisan, Shenzhen Airlines has learned that today is your birthday. We express our luck and wishes to you by plane. I wish you a happy birthday, good health and a happy family. Shenzhen Airlines looks forward to enjoying the air trip with you again! " After reading these two short messages, which one do you think is more in place? We can't say that the short message sent by the former is not good, because it has done well enough compared with the bank that has never sent a blessing message to its customers. But ... >>

Question 8: How to make customers accept your products or services, that is, customers will not sell them to you. Promotion is a challenging job. Only by choosing the right direction and taking the right road can customers accept your sales proposition. You must know who your customers are. In many cases, not every product is suitable for everyone. It doesn't mean that you will succeed 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 the customer is just a housewife or a mother who wants to take her children to class, she may not need a Rolls-Royce, even the best car. Therefore, salespeople must know who your customers are. . Analyze the reasons why customers buy or not. When you find customers in need, if you want them to buy the products you sell, your second step is to analyze the reasons why customers buy or not. You must carefully analyze your customers, as MacKay, the author of the best-selling book Being the Best, said: Knowing your customers is as important as knowing your products. You must ask yourself: Why do customers buy my products? You should find out these reasons. Why don't some potential customers buy it? What do buyers have in common? What do customers who don't buy have in common? As long as you classify these customers, you can understand that the original customers all have this trait, and the customers who don't buy have the same resistance. Knowing this, you can easily know how to improve the way of product introduction and marketing. For customers who don't buy, you should know at least the reasons why three customers don't buy with 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 afford it. If you want to convince him, it is impossible for customers to buy your products without removing these three resistance points. Find the key points of customer purchase. Your product has many advantages, but what do customers want most? Lincoln said that if you want to defend a person in court, you must defend seven items. If the first six items are not as important as the seventh item, I will let you win the first six items. I just want to defend the last one. Therefore, it is also very important to find the key points of customer purchase in sales promotion. Keybuyingpoint (sales key), this is his main key to buy your product. Perhaps, your product has 1 1 features, and perhaps only one is most important to him. If you don't master the most important key, everything else will be useless. Every customer has a key point to repeat customer purchases. If you find the key point, you must repeat it. For example, selling a house, if a couple goes to see the house, Mr. Wang will say to his wife who likes the swimming pool: Don't let the salesman know what you like, lest we bargain easily. But if the salesman has seen his wife's special preference for swimming pools, then if the husband says, ah, this house is leaking. The salesman will say to his wife, madam, look at such a beautiful swimming pool in the back. Sir, if you say, the house seems to need renovation. The salesman only said to his wife, madam, you can see the swimming pool in the back from this angle. When the shop assistant keeps talking about this swimming pool, the lady will say, yes! Yes! Yes! Swimming pool! The most important thing to buy this house is this swimming pool! In other words, once you find the key point, your chances of persuading customers are quite high. Giving customers 100% sense of security is actually a psychological cognitive process when customers accept sales promotion. In this psychological cognitive process, it can be expressed as feeling-perception-cognition-memory-attitude-action. In the process of sales promotion, you should constantly prove to the customer that he trusts you 100%. Everyone has fear when making a decision. He is afraid of making the wrong decision, Hua Cuo money. So you must give him a sense of security. Knowing who has a great influence on customers, of course, it is a complicated process for customers to accept sales promotion and buy your products. In this process, although you are thoughtful, the final purchase of the customer still depends on the influence of the outside world on him. Therefore, you must know who has a great influence on your customers. Because some people may not be able to make their own decisions, and they may have to ask their wives for advice. For example, if you sell a set of kitchen utensils to a customer, your wife will always say: I dare not buy such expensive things for fear that my husband will scold me. Therefore, I usually try to keep my husband and wife together when I sell, and I must listen to them together, otherwise I won't make a product introduction because it is invalid. So, you must ... >>

Question 9: How to provide quality service for guests? Good service comes from discovering, understanding and meeting the needs of guests, including potential needs, which requires professional sensitivity and service. The quality of the hotel ultimately depends on the consumers. They are the final judges. In real communication, only a few guests are really willing to give advice to the hotel. Therefore, how to get the real information of guests and how to use those methods need us to think and explore. The quality of service depends on the quality of employees. How do employees' quality and work performance reflect the difference of hotel quality? Employees in front-line service positions can feel the first demand of customers best. The working process of employees is the process of guests' experience in the hotel, and the whole process of perception and experience of service is the final factor for guests to decide whether to visit the hotel again. Therefore, creating a pleasant working atmosphere for subordinates is the key to management. How to retain guests and grasp the essence of the hotel, as far as I understand, paying attention to details is the magic weapon to improve quality. Whether you can do a good job in detail service requires not only sincere concern for the guests, but also enthusiastic responsibility. Good at finding details, so that guests can feel the convenience and thoughtfulness brought by hotel services from small problems and feel relaxed and happy. The details are in the hearts of the guests, which is the recognition of the hotel, thus expanding the tourist market of the hotel. Therefore, it is full of charm to do the details well, and the details are our magic weapon to win. Careful observation is the skill of advanced service. Guests have different needs and expectations, so we should learn to figure out their psychology. We should understand or read and judge the guests' needs from their implied language, body movements, subtle gestures and eyes, grasp them properly, stay one step ahead of the guests and provide services in place. Good service should be considerate of the guests, and we should do it for them; What the guests didn't think of, we should think of it and do it for them. Let the guests feel the service they didn't expect or have thought of, and give them unexpected surprises and personal experiences. Proper service is the key to quality service. Hospitality is a service attitude, but any service needs a degree. Moderate service is high-quality service, and it is also the service that guests are willing to accept. Overthought service will be regarded as a kind of harassment by guests, and even lead to disgust. Because of this, in the process of service, we should fully consider the interests of the guests, and we can't judge the needs and feelings of the guests from our own point of view. Learning to listen is the golden key to building customer relationship. First of all, we should close the distance with the guests, be good at listening to their voices, patiently listen to their objections and complaints, try not to interrupt their voices, always keep eye contact with them, pay attention to the changes of their faces and tone, and then carefully ponder over the real thoughts that the guests have not expressed, so as to find the final solution to the problem. Improve the responsibility system of first inquiry and implement the service quality of "until I get it". The company advocates the first question responsibility system. As long as the guests within our service scope have requirements, we should consciously find ways to help them solve their problems at the first time, and never allow any excuses or reasons to shirk or guide them how to do it. It should be said that guests have an expectation for the service provided by the hotel, which is determined by their own feelings. Complaints will arise when the services provided by hotels do not meet or meet expectations. If he can be satisfied, he will be moved by satisfaction. He will be pleasantly surprised if it exceeds expectations. The connotation of quality service is to give guests more spiritual satisfaction. Quality errors in every detail of management and service will be passed on to consumers with service products. If we don't do things well the first time, we can say that the products we give our guests may be inferior or unqualified, and almost everyone can understand how the guests feel after buying "defective products" or "unqualified products" at full price. Moreover, for hotel products, there is no "return". Therefore, we must strive to achieve "zero defects".