Key contact control of property customer service

Key contact control of property customer service

Customer service, as its name implies, refers to the communication between an enterprise and its customers, which is implemented in customer-related fields such as marketing, sales, service and technical support. The following is the key contact control of property customer service that I sorted out. I hope everyone will read it carefully!

First define MOT.

Critical moments are the key indicators and specific measures of customer orientation, because for customers, he will only remember those critical moments -MOT.

Secondly, the origin of MOT theory.

The critical moment theory (MOT) was put forward by Jan Carlson, former president of Nordic Airlines. He believes that the key moment is the moment when customers communicate face-to-face with employees of Nordic Airlines. Zoom in a little, it refers to the moment when customers come into contact with various resources of the enterprise. This moment determines the future success or failure of the enterprise. When Carlson joined SAS as president at 198 1, the company had been losing money continuously and the amount was huge. However, in less than a year, Carlson turned a profit. This performance is entirely due to the employees of Nordic Airlines realizing that there are tens of millions of "MOTs" contacting each passenger in a year. If every MOT is positive, customers will be more loyal and create a steady stream of profits for enterprises.

Carlson, president of SAS, put forward: on average, each customer will contact five service personnel in the process of accepting his company's services; The average short contact time of 15 seconds determines the impression of the whole company in the minds of passengers. Therefore, every point of contact with customers is defined as a critical moment, starting from three aspects: A (appearance), B (behavior) and C (communication). These three aspects account for 52% of first impression, 33% of behavior and 15% of communication respectively, which are important factors affecting customer loyalty and satisfaction. Therefore,

Third, promoting MOT has the following expected benefits:

1. service quality standardization: improve service level and reduce service disputes.

2. Cultivate high-quality employees: Through complete MOT training, employees can care about customers from the heart and improve their ability to handle things.

3. Strengthen interpersonal relationships: Through the service process, employees can do personal marketing to customers and expand personal interpersonal relationships.

4. Improve work efficiency: assist front-line employees to make complete answers and responses to customers in the first time.

In order to get a good MOT, the company must adjust its organizational structure. The traditional hierarchical corporate structure will be replaced by a flat structure. In a customer-oriented company, power is relatively dispersed. Employees who are at the bottom of the pyramid and can only obey unconditionally will also be given responsibility.

MOT theory is regarded by western scholars as an effective way to improve service quality, which is mainly put forward for the research of for-profit enterprises, and of course it is also applicable to property enterprises.

The fourth and sixth functions

It is also possible to increase profits (solve substantive problems) without increasing costs.

Let all employees become management talents (solve human resources problems),

Global thinking changes as soon as it changes (solving conceptual problems).

Endowing the corporate culture soul (solving the problem of cultural soul),

Management tools simplify and apply complex problems (solving feasible problems).

Establish the global confidence of China entrepreneurs (solve the problem of entrepreneur model).

Fifth, the management of key contacts in property services.

In the process of property management, there will be many window services in direct contact with customers. If the window service can be done to the extreme, the customer's impression will be greatly improved.

This position involves many key points of window service, and not every key point requires high standards. If some key points can be absorbed and realized, the customer experience will be improved.

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