In the service industry: what is the purpose? How can we abide by the purpose?

The aim of the service industry is to pursue excellent service!

Service plays a great role in the development of enterprises. Service is a sharp weapon for enterprise competition. Explain the essence of service carefully in practice and take "customer is God" as the service creed. In sincerely serving customers, we should highlight the characteristics of enterprises, endow them with new ideas and contents of "serving customers", and constantly pursue excellent services to add weight to the success of enterprises in the competition. Service is the development strategy of pursuing excellent service, and it is the performance of increasing efficiency and creating benefits for enterprises. There are the following requirements:

First, standardized services:

There are no rules, Fiona Fang. No matter what line or industry, we must have our own norms. Standardization is the foundation of good service, which helps to shape corporate image and bring brand effect. Because of the nature of the enterprise itself, this specification is more necessary. Due to frequent dealings with customers, the standardization of their own behavior has become an important standard for customers to measure their service level. To this end, we need to formulate uniform service standards, such as: requiring employees to dress in a standardized manner, behave in a civilized manner, have a kind attitude and speak kindly, and training in telephone answering skills, polite language, public order and smiling service in cooperation with the promotion of the company's window image project, so as to shape the overall external image by improving the quality of employees and let customers feel that the property service agency is a professional and standardized professional institution. In addition, the standardized declaration process and the comprehensive arrangement and standardization of the company's management mode and operation process have established a file system, which makes all kinds of behaviors have rules to follow and constructs an external concrete model, which is more conducive to providing standardized services to customers and solving some disorderly and chaotic problems in practical work. In this way, through internal self-adjustment and external management mode adjustment, the ability of property services to strive for higher service standards is guaranteed, and more opportunities are won for enterprises.

Second, emotional services:

Emotion is an important gene of human behavior, which greatly affects people's thinking and behavior. Especially in today's materialistic, competitive and increasingly weak society, emotional factors have become a very important and unique reference factor for the production and operation of an enterprise. Starting from "emotion", careful cutting can often achieve the ingenious function of "four or two". Pay attention to making full use of "emotional marketing" strategy to provide emotional services to customers. For example, in view of the large number of people in the lobby during working and dining hours, a duty post in the lobby is specially added, where service personnel can guide the flow of people and guide visiting customers. Seemingly trivial, it doesn't cost any financial resources, but a kind "good morning", a professional and enthusiastic smile and a simple action of pressing the elevator for customers all have the function of "moistening things quietly", which reflects the sincerity of service personnel and the pursuit of higher-level service for customers, that is, humanistic care for customers.

In modern society, enterprises have developed from a single economic entity to a complex of social economy, and their goals and requirements have also expanded from material interests to corporate social responsibility. When an enterprise returns to the society and is recognized by the public, it will inadvertently enhance the brand value, win social benefits and obtain economic benefits. It is not difficult to see that starting from "emotion", communicating with customers, being thoughtful and actively advocating "attentive service" have won greater customer satisfaction and prompted the service industry to actively move towards excellent service.

Third, thoughtful service:

Thoughtful service is not only manifested in the great contribution of manpower, material resources and financial resources, but also in the inconspicuous details. As the saying goes, the details see the spirit. It is these service details that can reflect the operator's spirit of serving customers wholeheartedly. This spirit has great appeal to consumers, and once people are moved by it, it will produce immeasurable value. Under the guidance of this concept, we will provide our customers with the most meticulous and thoughtful service possible. For example, in the telephone repair work, it does not stop at the routine engineering maintenance, but implements a comprehensive one-stop service: after receiving the repair call, it rushes to the scene as soon as possible to explain and appease the customer; After the maintenance, we also pay a return visit to customers, so that customers can fully feel respect and feel the consciousness of thoughtful and comprehensive property service and service personnel to "think what customers think and worry about what customers are anxious about"; On this basis, the weekly and monthly statistical analysis of maintenance treatment items and treatment rate is further carried out, which provides more basis for redefining service process and improving service quality, and carries out service work to the end. In case of rainy days, the service staff will personally provide umbrellas for customers in front of the lobby, and send a warm and considerate gift to customers in rainy days, so that customers can enjoy thoughtful service and reach a * * * sound with enterprises.

Fourth, value-added services:

Value-added service is to give customers unexpected satisfaction, increase service content, make services faster and more convenient, and be ready to provide services under unexpected circumstances. Value-added service gives new content to the market concept, which not only exceeds the value of the service itself, but also exceeds customers' expectations for the service, making the behavior of enterprises change from passive to active, which is more conducive to establishing a good market reputation and social image. By providing value-added services, we can accelerate the completion of business indicators with excellent work performance, so as to finally achieve good performance and realize the economic value of enterprises.

Verb (abbreviation for verb) special service:

Customer is the connecting object in the service chain of property management enterprises and the ultimate goal of value realization. In the rapidly changing market environment and the increasingly strengthened personalized needs of customers, we must take the initiative to think for customers, become integrated with customers, adapt to the diversified needs of customers, increase the development of targeted and characteristic services, and enhance customers' sense of identity with enterprises. In order to better meet customer needs, constantly update service content and improve service methods, we have formulated more scientific and detailed customer questionnaires, visited customers and tracked feedback, organized special meetings, analyzed the crux of problems and improved service items. In short, service is a never-ending job, and even the most successful enterprises will hear complaints. Only by paying attention to the construction of service system, paying attention to the timely compensation of service defects and knowing the service law that supply follows demand can enterprises avoid being eliminated in the market competition.

"Service" is the inherent attribute and eternal topic of market economy, and it is also the management way for enterprises to win the competition. Only by understanding the true meaning of the classic slogan "Customer is God", taking the customer's needs as its own responsibility and interpreting the essence of service through its own practice can enterprises achieve sustainable development.