Service consciousness and business etiquette
Service consciousness
First, respect yourself.
The service work is not inferior. Any w
Service consciousness and business etiquette
Service consciousness
First, respect yourself.
The service work is not inferior. Any work only has a different division of labor, and there is no distinction between high and low. As the saying goes, 36 lines is the best, and the most important thing is to respect your work, enjoy yourself at work and constantly enrich yourself.
Second, respect customers.
1, accept the service object
In fact, it is a question of whether the service attitude is correct or not, which is mainly reflected in the warm greeting of the service personnel and welcome to everyone.
2. Pay attention to customers.
Through the service provided to customers, let the other party truly experience the attention and attention of the serviced personnel. For example, remember the names of the parties, make good use of the honorifics of the parties and listen to the requirements of the parties. Treat guests sincerely with rational thinking, and change the concept of reciprocity that I pay for customers first and care about paying for me. Treating customers sincerely and establishing customers are my "parents" who support me and send profits to help development. Treat guests sincerely, put yourself in their shoes, consider problems from the customer's point of view and help them.
Step 3 praise customers
In the process of service, we should be good at discovering each other's strengths and express appreciation, praise and admiration to each other in a timely and appropriate manner. Only in this way can we win the cooperation of customers and make the two sides get along in harmony and friendship in the service process. Of course, praise should be appropriate, realistic and appropriate, otherwise it will make people feel sick and counterproductive.
Third, establish super customer expectations.
With the change of service environment, customers' expectations are getting higher and higher. Customer expectation = excellent service+customer-centered management service system+comfortable working environment.
Customer expectations depend on
1. Previous service experience;
For example, providing customers with emergency umbrellas in the office area has brought convenience to customers and exceeded their expectations, which has also become one of the characteristics of our management. Once we stop this service, customers will feel that the service attitude is not in place and the service level will drop, which will lead to dissatisfaction.
2. Listen to other people's opinions;
3. guess for yourself;
4. Commitment of the property management company;
For example, once the promised standards are not met, the expectations of customers will be greatly affected. Therefore, only by striving to meet customer expectations and strive to exceed customer expectations can customer satisfaction be turned into joy.
Fourth, make up for the lack of services.
In order to do a good job, we have made a lot of efforts and taken many effective measures. What's the effect? What else do you need?
This requires us to pay attention to collecting information about insufficient services in the course of our work, and to formulate corrective and preventive measures for the deficiencies. At the same time, through the usual maintenance visits to customers, information is collected in order to improve the work level.
Generally speaking, most customers' requirements are reasonable. We can only communicate with customers with a modest and serious working attitude, and only in this way can we really get customer satisfaction.
Five, take customer complaints seriously.
Customers believe that their interests or self-esteem have been damaged by our dereliction of duty, mistakes and excessive behavior, so they put forward oral or written opinions to the relevant departments.
A. analyze the psychology of customer complaints:
Seek respect, vent, psychological compensation, escape from the status quo, extreme hatred, comprehensive psychology.
B. analyze the causes of customer complaints:
Disrespect for customers, neglect of language training, irresponsible work, untimely service, unreasonable explanation, forgetting or making mistakes in customers' affairs, and damage or loss of customers' articles.
C. benefits of customer complaints:
According to a survey, a strictly satisfied customer will notify at most 6 people on average, while an dissatisfied customer will notify at least 15 people. This is the reason why the so-called "good things don't go out, bad things spread thousands of miles". We should realize that customers' criticisms, complaints, opinions or suggestions are their trust and concern for us. When customers are too lazy to give us advice because of our poor service quality, it's time for us to pack up and leave, so we should realize the seriousness. Therefore, through customer complaints, we can:
1, to understand the customer's evaluation of service quality;
2. It can expose the working level and ability of problematic employees;
3. The service can be improved;
4, can reverse the customer's impression of us;
5. Improve communication with customers.
Generally speaking, "no criticism is not necessarily a good thing", don't treat customer complaints as problems, but as opportunities for us to improve our work and accumulate more experience for our future management work.
Six, how to deal with customer complaints
1. Dare to take responsibility. What customers want in anger is that the complaint can be solved immediately, otherwise it is our fault and our responsibility. At this time, we should pay attention to customers' complaints, listen carefully to each other's stories, record relevant information in time, check relevant information or call other personnel to verify.
At the same time, you should pay attention to your tone and say more words that show your understanding, attention or comfort, such as: "According to what you said, we do have a responsibility, but please don't worry and make it clear slowly." Never say irresponsible words such as "This is not my responsibility" and "The person in charge is not here, please find him", and don't find any excuses to avoid customer complaints.
2. Listen and make a comprehensive analysis and judgment to confirm whether the customer has said everything he wants to say and made the problem clear. Admitting that the company has not done enough in some cases shows the sincerity of improvement. For example, "We really didn't do well, so we should correct it immediately and solve it for you in XX time".
If it is a customer misunderstanding or we have not confirmed the incident, we should pay more attention to the wording of the language and do a good job of explanation.
3, for smaller, within the scope of their duties, to give an immediate reply, to give a clear reply time;
Finally, we should apologize and thank customers for their complaints. Explain that his criticism is a trust in us, a promotion of our work, and a timely return visit.
Seven, sum up experience, correct attitude.
We should strengthen our study, not just saying "I'm sorry" or "I'm sorry" to customers, but making people believe that only by being very familiar with and understanding relevant laws and regulations, relevant rules and regulations and property conditions can we reasonably answer customers' questions, which requires us to strengthen our study in related fields in peacetime.
Attention should be paid to details:
1, try to avoid complaining in public;
2. Do a good job of _ _;
3. You can't retaliate against customers who make comments.
business etiquette
Business etiquette-reception etiquette
Reception preparation
The preparation for the reception is to receive the guests well. In order to do our reception well, we must know the situation of the guests in detail in advance. Mainly to understand the purpose of the guests' visit, gender ratio, work level, number of people, whether there are couples traveling with them, etc. In order to be fully prepared.
1 Determine the welcome specifications
Arrange the reception staff according to the principle of identity equivalence. For more important guests, people with equivalent status and professional counterparts should be arranged to see them off; According to the special needs or degree of relationship, people with higher status than guests can arrange exceptional reception. For ordinary guests, the company can send ordinary people who understand etiquette, are polite and speak fluently to receive them.
2 Layout website
The reception place is the so-called reception room. Before the guests arrive, the reception room should be carefully arranged according to different situations. In general, you should clean up first, put tables and chairs, and prepare some fruits, drinks, tea sets, cigarettes, etc. If it is a business or other official meeting, you should also prepare some stationery and related materials that may be used, such as computers and projectors, and you can also put some flowers in the reception room. The host's thoughtfulness can make guests feel at home. If the things in the reception room are littered and unsanitary, the first impression is that you are insincere and careless.
Reception work
1 boot
The receptionist should guide the guests to their destination in an accurate way.
1. Corridor: The receptionist should coordinate the steps before the guests take two or three steps, so that the guests can walk in.
2. Stairs: When leading guests upstairs, guests should be allowed to walk in front and waiters should walk behind. If you go downstairs, the waiter should walk in front and the guests should walk behind. When going up and down stairs, the waiter should pay attention to the safety of the guests.
3. Elevator: When guiding the guests to take the elevator, the receptionist first enters the elevator, closes the elevator door after the guests enter, and when they arrive, the receptionist presses the "On" button to let the guests get out of the elevator first.
4. Living room: When guests walk into the living room, the receptionist will guide them by hand and ask them to sit down. After seeing the guests sit down, they will nod and leave. If the guest takes the wrong seat, please ask the guest to change (usually the next seat is on the side near the door).
2 fengcha
People in China are used to receiving guests with tea. Usually, the way to serve tea is to serve tea with your left hand, and the guest answers with his right hand, or offer it with his hand in front of the guest, indicating that please use gestures, and the guest also answers with gestures (both the host and the guest use their right hands to indicate please). When serving tea, we should pay attention to the order, dragon first, young later, guest first, master later. Be careful not to be too full when pouring tea. As the saying goes, "tea is seven points full, leaving three points." This not only reflects the good feelings between the host and the guest, but also for safety reasons, the teacup that is seven minutes full is very good and not easy to burn. At the same time, when holding a teacup with a handle, be sure to pay attention to the direction of the teacup handle is the instant noodles of the guests, which is beneficial for the guests to hold the teacup handle in their right hand.
Three talks
Listen carefully to the stories of tourists. Visitors come to talk business, so try to let them finish and listen carefully.
Don't take a stand on the views and opinions of visitors. You should think it over before expressing your opinion. If you can't answer at the moment, make an appointment to contact again.
For things that can be answered immediately or handled immediately, you should answer on the spot. Don't let visitors wait or visit again.
When you receive visitors, if there is a phone call or a new visitor, you should try to get an assistant or someone else to receive you. Avoid interrupting ongoing reception.
You should politely refuse visitors' unreasonable demands or wrong opinions. Don't stimulate visitors with excessive words and embarrass them.
see a guest off
When guests leave, they should generally be polite. If the guest wants to leave, wait until the guest gets up and then get up to say goodbye. The host shouldn't stand up immediately when the guest says he wants to leave. Generally speaking, seeing a visitor off should be delivered to the door. Some guests often bring gifts. In this regard, we should respond when we bid them farewell, such as expressing gratitude or thanking some gifts accordingly. We must not act as if nothing had happened.
When seeing off guests, you should see them off according to the reception specifications, and you can't be anticlimactic. No matter whether the objectives of both parties are achieved or not, we should send them off according to the reception specifications and make good transportation arrangements, such as buying tickets, boat tickets, air tickets or arranging vehicles. If the host ignores the guest when he leaves, it means that the relationship is broken or he is dissatisfied with the guest.
Proper use of business etiquette can create a good corporate image for the company and improve customer satisfaction. Therefore, it is very important to follow the etiquette norms. Of course, for salespeople who often go out to visit, they should also know the etiquette of visiting customers. The next section will explain the etiquette of visiting customers.
Table manners in business etiquette
(1) Sit and leave.
1. Wait for the old man to sit down.
If there is a lady at the table, you should wait until the lady is seated. If the lady's seat is next door, she should be called.
After dinner, other guests can leave only after the hostess and the host leave.
4. Sit up straight and keep a proper distance from the dining table.
When eating in a restaurant, the waiter should take you to the table.
6. When leaving the seat, help the old man or woman in the next seat to drag the seat.
(B) the use of incense towels
1, napkins are mainly used to prevent clothes from getting dirty, and also to wipe oil stains on your mouth and hands.
You must wait until everyone is seated before you can use the napkin.
3. After the napkin is spread out, put it on the thigh at the top of the knee. Don't wear a belt or hang it on the neckline of a suit.
Never wipe the tableware with napkin.