How to improve the service level of consulting service industry

How could this happen! Therefore, it is very important to enhance service awareness. In particular, the water supply enterprise itself belongs to the industry that serves the society and users, and people will have higher requirements for it. Coupled with the new positioning of the internal mechanism of water supply enterprises, it also puts forward new and higher requirements for the business development and quality service of enterprises. Therefore, we must clearly understand the situation and fully understand the importance, complexity and long-term nature of quality service under the new situation. Based on the present situation of the company's quality service, this paper talks about some superficial understandings on further improving the quality service. First, the service status of water supply enterprises. Quality service is the basic code of conduct of water supply enterprises as a service industry, the service means and measures provided by water supply enterprises to meet customers' water demand, and the solemn commitment made by water supply enterprises to society. Through unremitting efforts, quality service has gradually become the conscious behavior of water workers in recent years. 1, established the company's five-year development plan. The plan also puts forward the objectives, tasks and measures of good service. The quality service work is planned once every five years, planned, implemented and evaluated synchronously with the company's five-year development plan, and the objectives and contents of the quality service work are constantly adjusted and improved according to the new situation and new tasks. 2. Implement the responsibility system for professional ethics construction. Implement the quality service responsibility system of "leaders in charge, leaders in charge, and departments in charge". The business supervision department is specifically responsible for the supervision and guidance of work style construction and quality service. All branches and departments should do a good job in providing relevant quality services according to their respective functions, establish the concept of whole-process service, strengthen cooperation and coordination among departments in service links, and ensure efficient service to customers through efficient operation of internal management. 3. Established a strict assessment mechanism. In accordance with the requirements of "grasping the first level and implementing it layer by layer", the quality service will be included in the annual work objectives and assessment scope of the department, and the work objectives, contents, progress and effectiveness of the quality service will be refined and decomposed by combining quantitative and qualitative methods, and the year-end assessment and daily assessment will be combined to strictly honor rewards and punishments. 4. Improve the operation mechanism of "turning inside and not turning outside". Carry out the responsibility system of window personnel first asking questions, carry out one-stop and one-cabinet service, break regional boundaries, open regional business services, and make it as convenient as possible for users to handle business. Establish an installation business tracking system, and the staff of the business hall will track the time limit of each link of the project, help solve the problems existing in the installation process in time, and give full play to the role of window inquiry and supervision. 5. Broaden the service field. Introduce the new measures of "three advances" for water supply services to enterprises, communities and rural areas, conduct door-to-door visits to major customers every six months, deepen the activity of "water supply services to communities", and increase the number of community contact points to 7 1, covering all communities in Yuecheng District; Actively do a good job of collecting users to access the micropayment system, and the only company in the city's public service industry has launched a door-to-door ticket delivery service. 6. The supervision mechanism of user tracking service is established. To carry out the work of selecting supervisors, take the form of door-to-door visits, holding symposiums, issuing opinion cards and unannounced visits. Listen to the opinions and suggestions from all walks of life on water supply services, take the initiative to accept social supervision and continuously improve service quality. Second, how to further improve the quality and civilized service Although after more than ten years of exploration and practice, water supply enterprises have established a set of standardized service management system. On the whole, the achievements are undeniable. The achievements of service economy, service society and service users can be seen everywhere. The service innovation measures of water supply enterprises are paying more and more attention to practical results, and the service satisfaction rate of users to water supply enterprises is getting higher and higher. However, there is still a big gap between the horizontal ratio and the requirements of users, which requires us to continuously improve and upgrade in the future work. 1. Let employees understand the connotation of service more deeply, which is the driving force for developing quality and civilized service. Service is a kind of culture. The construction of service culture system includes: employees should have the service spirit of love and dedication, the morality and values of service first, the spirit of selfless dedication, unity and forge ahead, mutual help and hard work, the positive thought of "enterprise rejuvenating me, enterprise humiliating me" and the pride of being a water employee. This kind of enterprise spirit with industry characteristics can urge every employee to establish strict risk awareness and good interest awareness, thus giving play to this enterprise spirit. Service is a kind of spirit. The core content of civilized and high-quality service activities is to guide employees to establish correct values, professional ethics and professionalism, and take reputation first, high-quality service and honesty and law-abiding as professional ethics standards. Establish and improve the service consciousness and behavior of employees, and establish the concept of customer first, active service and overall service. Civilized and high-quality service activity is a long-term systematic project. From leaders to employees, from the front line to the second line, from business to internal management, we should cooperate and coordinate with each other, so that the business objectives of the enterprise can be transformed into the conscious behavior of each employee. 2. Shaping good psychological quality is the basis of developing high-quality civilized service. For the work of customer service, a good attitude is very important. It is inevitable that we will meet customers with different personalities in our service. Some customers are easy-going, easy to talk to, and can understand the company's system and the difficulties of the staff. Some customers are impatient and only care about themselves, and don't allow others to explain; Some even ignored the staff's explanation and even flew into a rage; So it is difficult to communicate. At this time, if the staff's mood changes with the customer's mood, it will lead to the failure of communication between customer service and even cause complaints from users. It can be seen that maintaining a good attitude is the quality that our staff must have when communicating with customers. When communicating with customers, a good service personnel must behave gracefully, concentrate, speak sincerely, accept customers' criticism of their work, frankly accept customers' opinions on themselves, seriously reflect, find out the shortcomings of their work, strive to improve, and take appropriate ways and methods, especially when misunderstood and accused by users. Of course, shaping this kind of good psychological quality is not an overnight thing, which requires us workers to pay more attention to study, exercise and accumulate in peacetime and improve our self-cultivation; Enterprises need multi-channel and multi-form education and guidance, pay attention to detail service, and carry out service measures such as smiling at customers, perceiving customers with heart, being kind to customers' complaints and caring for vulnerable groups. 3. Broadening the connotation of service is a powerful guarantee for the implementation of high-quality civilized service. In order to achieve a qualitative leap in the accumulation of quality and civilized service, the key is to start with the education and training of employees and strengthen internal management. First of all, strengthen standardized etiquette training, organize employees to carry out standardized training on etiquette knowledge, civilized language and manners, and implement centralized, standardized and all-round centralized training. Enterprises can hold service awareness reports, introduce advanced service experience, write excellent service models and various service complaints into written reports, publicize them within enterprises, and educate employees to enhance service awareness through comparison. Of course, while training and education, we should also strengthen business technical training and assessment to improve service efficiency. Secondly, we should pay attention to information communication and emotional communication with users. Organize a special investigation team, go deep into the homes of ordinary people, do a good job of opinion survey and water consultation regularly and irregularly, understand users' opinions, collect information, provide reference for enterprise leaders and production departments to make decisions, and communicate the feelings between enterprises and users. Finally, it is necessary to establish and improve the incentive mechanism of quality service constraints. Increase the quality service inspection and evaluation and irregular unannounced visits. As an ordinary customer, we often make unannounced visits to the service environment, service attitude and service quality of enterprises by organizing industry personnel or hiring social supervisors, solicit customers' opinions and suggestions extensively, solve the problems existing in service work, ensure that standardized service standards are implemented in every work link, and establish high-quality and efficient water supply enterprises.