Why does service awareness determine service results?

There is such a fable that several children wish they could become angels. After God knew it, he gave each of them a candlestick and told them to wipe it diligently every day to keep it clean and bright. At first, every child cleaned the candlestick and waited for the arrival of God. However, to the children's disappointment, God never appeared again. After a long time, the children stopped caring about the candlestick, and the candlestick was covered with thick dust. Only one child keeps wiping every day. One day, God suddenly visited here, found this unusual child, and finally made him an angel.

Maybe the child didn't mean it, but it was this "unintentional" that finally made God repay him. The consciousness we are going to talk about today is precisely such "unintentional". Invisible and intangible, but expressed through smiles, words and actions. It is no exaggeration to say that what kind of "consciousness" we have, what kind of life we will have.

In the service industry, we can find the best evidence. In this industry dealing with people, only by having a proactive sense of service and showing it in the way customers like to behave can we win more customers.

Initiative is always the theme of a successful life. If "initiative" is a puppet performing in front of the stage, then "consciousness" is the line that commands it.

The child finally became an angel because of his active consciousness. He didn't take cleaning candlesticks as a task or a job, but as his own responsibility and formed a habit. Under the control of such consciousness, he can finish the task alone even without supervision.

The most important thing in the service industry is this awareness of active service. If you are unconscious, when the customer asks you to do it, the initiative will become passive and eventually be eliminated in the fierce competition.

The connotation of service consciousness comes from the heart of service personnel, actively serving others, and makes this consciousness form an instinct and habit. Only this kind of active service consciousness can win the favor of more customers.

There is a story that the president of an American company asked his employees to book a room in a hotel before going on a business trip. The day before he checked into the hotel, he personally called to ask about his reservation.

"Hello, I'd like you to check my reservation for me."

"Ok, what's your name?"

When the customer gave his name, the customer service staff told him that there was no appointment at all, and the president was very angry. He immediately called the person who made the reservation, but his person said with great certainty that the room had been booked and faxed him the reservation form.

Finally, it is obvious that the customer service staff entered the name of the president one letter less when asking. The president was very angry when he learned the situation. He thinks this is the most basic service consciousness of the hotel. I believe that other services in a hotel without this basic awareness are not very good, and he has never been to that hotel again.

Different service consciousness will lead to different customer satisfaction, which will directly affect the benefits of a company, and more importantly, your professional brand.

Link: the external expression of service consciousness;

Service instrument, customers will judge you according to your appearance. As service personnel, external image is particularly important. When making contact with customers for the first time, a good external image will make customers more willing to contact you. A person's appearance cannot be changed, but you can change your clothes. Everyone wants to deal with a neat and clean person. Why not turn yourself into such a person first?

If you serve, words are the voice in your heart. A person's sense of service has a great influence on a person's speech. When you regard service as a burden, you will be a little reluctant to treat customers. At this time, customers naturally don't want to contact you. If you regard your career as an act of helping others, you will be full of happiness in your work. When talking with customers, your mouth will naturally turn up, and you can pass this happiness on to your guests.

Service etiquette, your etiquette also reflects your inner service consciousness. Let's imagine that when you are angry and do it, your behavior will be reflected in the face of the requirements put forward by customers. You must not think that customers don't feel it. Service quality and service efficiency will also drop unconsciously.

Expert guidance

Consciousness determines attitude, attitude determines behavior, and behavior determines the result.

A good sense of service is the premise of doing a good job in service.

A five-star hotel in Japan recruits employees, and there is such an interview question:

A supervisor is interviewing an interviewer in the conference room. During the interview, the supervisor told the interviewer that he had something to deal with and left the interviewer alone in the room. A few minutes later, someone knocked at the door and asked where the finance department was.

There are generally three ways to answer:

1, "I don't know."

2. "I don't know, because I'm interviewing here and I don't know anything about it."

3. "I don't know, because I'm interviewing here, but I think I can help you go out and ask someone."

If you were an interviewer, which interviewer would you choose?

We say that the person who answers and acts in the third way is a person with excellent service consciousness. People who can be entrusted with important tasks in the service industry; People who answer in the second way can be hired because they are willing to explain the reasons when they can't help others and have a certain sense of service; The person who answers in the first way, although telling the truth, has no sense of service.

If you have such a sense of service, congratulations. It is really lucky that not everyone is born with a sense of service. If you don't have such service consciousness now, don't lose heart, because service consciousness can be cultivated.

So, how can we improve our service consciousness?

1. First of all, it is a virtue to change ideas and be able to help and serve others. There are three kinds of people in the world. Americans think it is an honor to serve others. The Japanese consider it an honor to serve others; And we in China believe that serving others is a kind of service and a very humble thing. Few people want to be called "waiters" and think that this profession is looked down upon by others.

Being able to help others and serve others is a very demanding thing. Not everyone can do it well. If you choose the service industry, you must enjoy the service and show your best.

Secondly, put yourself in the other person's shoes. This sentence is easier said than done. Confucius said, "Don't do to others what you don't want others to do to you." . Each of us is a servant. What kind of service do you want in the end? I'm sure others don't like it. When raising service awareness, I might as well ask a question from the other side's point of view: "If I were him, what would I most like him to do for me?" What do I want him to do to me? "After answering this question, you will know how to think from each other's perspective. And let this sentence be the beginning of serving you.

3. Third, practice, practice and practice again. A lot of truth, we know but can't do it; Many things, we know it is good to do, but we can't do it. When we know what a good service consciousness is and what kind of service consciousness can bring satisfactory service results to customers, we must constantly practice in our daily work and put forward high standards. Only through continuous practice can we turn service consciousness into a behavior habit and a professional instinct. Only in this way can your service be more perfect and customers will like you more.

In addition, we should constantly improve our demands on ourselves and have an insatiable mentality. No matter what you do, there is no best, only better. In the service industry, it is not enough to satisfy customers. We should strive to make customers more satisfied. Don't think that you don't have to do some service projects that customers don't want to go to. Every time you do perfect service, you will get more recognition from customers.