A touching case article about service

Providing high-quality services to customers is the foundation for the survival and development of an enterprise. Only services that move customers can allow an enterprise to always stand firm in front of customers. So how many touching cases and articles of service do you know? Below is the relevant information about touching service case articles that I have compiled for you for your reference!

Touching service case article 1

A case revelation of touching customers with sincere service

1. Case description

One afternoon in April 20__, a customer hurriedly walked into the lobby of the business room of Wulateqianqi Sub-branch. Our lobby manager Comrade Guo Huiwen Seeing the anxious look on his face, he enthusiastically walked up to ask the customer what business he needed to handle. The customer said he wanted to open a card. He learned that the customer had to catch the only bus to Lanzhou at around 4 p.m. The driving time was less than an hour, but the counter and the self-service card application machine were full of people at that time. Considering the customer's special situation, Manager Guo gave priority to apply for a card through the self-service card application machine. Because the customer was in a hurry to catch the car, he actually got there at the self-service card application machine. He accidentally forgot his ID card while signing for confirmation at the desk in the front office. Later, during the inspection, the security guard found his lost ID card and promptly informed the lobby manager Guo Huiwen. By then, it was less than half the driving time. Hours later, Manager Guo quickly looked through the day's card application information, found the mobile phone number that the customer had reserved when applying for the card, and contacted the customer in a timely manner. Later, when the customer came to get his ID card, he held Manager Guo's hand tightly, his face was full of gratitude, and he kept saying words of gratitude. The staff around us were moved by it.

2. Case Analysis

There are many colleagues like Manager Guo around us. They stick to their ordinary positions, and every day they use their full enthusiasm to serve all kinds of people. customers solve their problems. As a bank staff, this is our duty, but for customers, if we can truly do: urgently address their needs and meet their needs, We can not only realize our own value, but also gain full trust from customers and their dependence on ICBC in the future.

3. Case Enlightenment

Currently, more and more banks are beginning to pay attention to customer service. Since I entered ICBC, I have gradually understood that the core of this job is customer service. As a member of ICBC, everything we say and do represents the image of ICBC. Serving every customer well is our top priority. It requires each of us to listen to different customers when facing them, provide timely feedback on their current needs, predict their future needs, and provide them with quality services. Only by ensuring that our services meet and exceed customer needs can we continue to seek survival and development.

ICBC is the most profitable bank in the world. If we want to win more customers and achieve better operating results in an increasingly competitive market environment, then we can only point our business axis towards customers forever. Only by taking meeting the needs of customers as the operating principle can we achieve faster and better development. Service is a culture, which can fully demonstrate the spirit of our industry; service is an action, which can determine the efficiency and development of our industry; service is a carrier of work, which can record the quantity and efficiency of our industry, but High-quality service brings us not only opportunities, but also development.

Article 2 of Xu Jiao's touching service case in the business office of Qianqi Sub-branch

"The user is always right." In the summer of 1998, the Haier Group's air-conditioning after-sales service department received a call from a customer : An old lady in Qingdao bought a Haier air conditioner. Not long after buying it, she got a call saying that there was something wrong with the air conditioner. The maintenance technician went to take a look and said that there was no problem with the air conditioner. You can use it without worry.

A few days later, the old lady called again and said there was another problem with the air conditioner. The young man came to provide service for the second time and found out that there was no problem.

A few days later, another call came saying that there was something wrong with the air conditioner. The old man was in his sixties and was not very confident about new things and was particularly sensitive.

In the summer of 1998, more than 10,000 air conditioners were sold in one day, and after-sales maintenance personnel were extremely busy. In this case, the maintenance technician came to the house for the third time and checked that there was indeed no problem with the air conditioner. Afterwards, the maintenance technician said: "After returning from the third door-to-door service, the first thing I did when I went to work every day was to call the old lady and ask if there was any problem with the air conditioner. When I called the old lady on the first day, He still said hesitantly: Is the air conditioner? No, there is no problem.

When the call came on the third day, the old lady was very moved and said: There is no problem with the air conditioner. There is no problem with the air conditioner. No need to call again. No need. He called again. No matter what method he used, he satisfied the users and made them feel at ease. Therefore, user satisfaction is our work standard.

There is a company in Haier's fleet. The driver of the car is called Yu Xishan. He is in his 40s and likes to listen to music while driving. He received a customer from Europe. The customer was a lady. After the lady got in the car, the driver started playing music and passed through the car. Use the reflector to see if the customer sitting behind likes the music being played. If he likes it, turn the volume up a little. If he doesn't like it, turn it down or turn it off.

This time he played "Under the Silver Moonlight" by Tengger. The lady was listening and swaying to the music and said that the music was really nice and I wanted to buy a copy. After saying that, the customer got out of the car. , asking the driver to pick her up in an hour.

Yu Xishan thought at this time, she was not familiar with Qingdao, where could she buy it? So she bought a plate and put it in the car with him. The same disc of "Under the Silver Moonlight" was given to the European customer when he got in the car. The customer was very moved and repeatedly praised Haier for being so thoughtful for the customer.