As the first responsible person of the power company to serve customers, the customer service personnel provide face-to-face service for power users and customers in their daily work.
Its working ability will not only affect the service image of power enterprises and the further harmony between customers and me, but also provide a good guarantee for the normal development of marketing work. First, the ability to express. In the process of communication between customer service staff and customers, let customers feel that you have certain cultural literacy, extensive knowledge and flexible language expression art.
In contact with customers, we should be good at using humorous language to adjust the embarrassing atmosphere when talking with customers; Correct customers' wrong views with euphemistic language. Find the customer's demand points from the communication with customers, thus forming * * * knowledge and forming * * * the same language.
Everyone is mutual. It is difficult for an introverted person who is not good at words to get along with customers. In daily work, only by constantly contacting customers and strengthening communication can we improve our language expression ability.
Second, communication ability Communication is a science. Effective communication with customers is an important part of customer service staff's daily market service.
Through the contact with customers, we can also intuitively reflect the social ability and quality of service personnel. The effect of communication will not only have a certain impact on our own work, but also play a vital role in establishing the image of the power industry.
Effective communication with customers, to a certain extent, has laid a good foundation for harmonious customer-customer relationship and better improving customer satisfaction and centripetal force. Third, innovative ability, service personnel should have keen insight; With innovative thinking, work can't be static, lacking the spirit of pioneering and innovation.
The power market demand situation is ever-changing, and modern society is developing rapidly. Therefore, as an excellent service personnel, if you want to be invincible, you must have innovative thinking. Through innovation, we can better express ourselves, show ourselves, and better grasp and manage the market.
Fourth, the service personnel should have good self-cultivation and strong psychological endurance. In daily work, in the face of formal customers, we should be calm, think twice before you act, not emotional and not arbitrary; Never admit defeat, bear hardships and stand hard work, never be discouraged in the face of failures and setbacks, never shirk responsibility in the face of difficulties, never get angry because of a trivial matter, and never talk to customers for a short time. V. Learning Ability The society is progressing, the situation is changing and the competition is intensifying.
As service personnel of electric power companies, we should constantly absorb new nutrition to enrich ourselves and arm ourselves with knowledge. By constantly learning from books, practice, experience and colleagues, we can improve our own quality.
In addition, service personnel should dabble in business management, psychology, marketing, public relations and other aspects of knowledge, constantly improve their knowledge structure, and realize the transformation from professional talents and generalists to compound talents to meet the needs of the increasingly complex market situation.
2. What are the service etiquette?
Be polite in everything, especially in the service industry.
Sometimes the reason why potential consumers don't clinch a deal is not the waiter's service attitude, but the waiter doesn't pay attention to etiquette. The waiter is the front-line employee of the company. Facing the customer directly is often the customer's first impression of the company, so it is very important to pay attention to etiquette.
First of all, let's introduce the basic manners and manners: 1. Manner refers to a person's posture and demeanor in the process of behavior. (1) Walking posture: light as the wind. Basic essentials: 1, keep your upper body straight.
Don't shake your shoulders when you walk. 3, the calf is straight, the heel hits the ground first, and the knee strength is too loose, causing the body to jump up and down.
4. Hold your hands lightly into a fist, swing your arms gently to both sides rhythmically, retract your chin slightly, look straight ahead, and don't look around. 5. Move forward rhythmically at your own pace.
Pace-The distance between the heel of the front foot and the toe of the back foot is 1 to 1.5 feet long. Step position-feet along a straight line.
(2) Standing posture: straight and loose. Basic essentials: 1, two heels together, toes separated by 45 degrees to 60 degrees. 2. Stand up straight with your legs together and put your weight on your feet.
3. Keep your back straight. 4, abdomen and chest, head up, chest.
5. Keep your eyes straight ahead, smile and close your chin slightly. (3) Gestures: The basic essentials of gestures will be used when guiding: When guiding the way and direction, pay attention to the fingers naturally close together, palms up, and use the elbow joint as the fulcrum to indicate the target. You can't point with your index finger. When guiding, you should keep a distance of 2~3 steps from the customer. The shopping guide should walk 2~3 steps in front of the customer's right side and stop at the corner to wait for the guest.
(4) Expression: The basic essentials of eyes and expressions: 1. Eyes: relax and let your eyes empty. Don't gather in a certain part of each other, but it seems to cover the whole person opposite. 2, mouth: smile is not toothy, the corners of the mouth are slightly raised, from the heart, natural and frank, never fake smile.
Second, talk (1) honorific words: 1, applicable occasions: more formal social occasions, communication with teachers or people with higher status, communication with people who are unfamiliar for the first time, or meetings and negotiations. 2. Address: You, please, your side, I've heard a lot about you, Sir, please give me more advice, please forgive me, if you have any good opinions.
(2) Civilized terms: 1. Greetings: Good morning, hello and good night. 2. When expressing gratitude: Thank you, thank you very much.
3. When the client is doing things, please take care of it. 4. When expressing condolences: You have worked hard and suffered.
5, praise: beautiful, great. 6. When apologizing: I'm sorry, please forgive me.
7. Answer: Never mind, you're welcome, this is what I should do. 8. Dodge: Unfortunately, I can't help you. Thank you for your kindness.
9. See you off: Goodbye and welcome next time. 10, Blessing: Thank you.
(3) Basic expressions in service work 1. Welcome: welcome, welcome to visit. 2. When taking orders: Yes, I understand, I understand.
3. apologize to the guests. I'm really sorry. Please make yourself at home when the guests thank you. I'm glad to serve you. This is what I should do. Please wait a moment when I can't receive you right away.
6. Say hello to the waiting guests: I'm sorry to have kept you waiting. (4) Pay attention to speech: 1, be sincere, natural and generous, speak kindly and express appropriately. Don't talk about disappointing things in conversation. 3. The language should be moderate. 4. Pay attention to the rhythm of your speech. 5. Be good at listening to others. 6. Take care of everyone present when you speak. 7. Men generally don't participate in discussions in women's circles. 8. Pay attention to using polite language when you speak. 9. Pay attention to the difference between inside and outside. Keep a secret 3. Dress up (1) Make a speech with TPO T (time) P (posture) O (occasion) (2) Express yourself (3) Make a good impression. Appearance (1) neat and clean (2) moderate makeup (3) beautiful hairstyle. Let's learn the basic knowledge of waiting for customers: 1. Establish a correct ideology 1, and always keep the customer's heart 2. I am the representative of the enterprise. More creative than others. Customers choose stores. Be kind to every customer. Help customers with professional knowledge II. The process of receiving customers and the reception standard of sales staff 1. Customers will say hello when they come to the counter.
3. What industries does the modern service industry include?
Modern service industry is usually divided into four categories: production, consumption, publicity and foundation. Among them, the production industry is closely related to the national economic growth, including finance, logistics, e-commerce, telecommunications services and so on. Related to people's life and harmonious society are consumption and life-related businesses, such as catering and tourism. Public service industries include e-government, medical care and education.
Extended data:
Three forms of integration of modern service industry and advanced manufacturing industry
Combination fusion
Combinatorial integration refers to the increasing proportion of service input in the production process of manufactured products, such as market research, product research and development, employee training, management consulting, sales service and so on; At the same time, in the process of service industry providing final products, the proportion of manufacturing products in intermediate inputs is also increasing. For example, in the process of providing mobile communication, Internet, finance and other services, a large amount of manufacturing "hardware" investment is dependent. These manufactured or manufactured products as intermediate inputs often do not appear in the final service or product, but are integrated with it in the production process of the service or product. The rapidly developing production industry is the product of the integration of service industry and manufacturing industry. As a kind of soft means of production, service is increasingly entering the production field, which leads to the "softening" of the manufacturing process and has an important impact on improving economic efficiency and competitiveness.
Combination and fusion
Binding integration means that more and more manufacturing entity products must be bound with corresponding service products, so that consumers can get a complete functional experience. Consumers' demand for manufacturing industry is not only tangible products, but also service guarantee from product purchase, use and maintenance to scrapping and recycling. The connotation of products has expanded from a single entity to providing comprehensive solutions for idle products. Many manufacturing products are produced to provide certain services, such as communication products and household appliances; Some manufacturing enterprises also sell technical services of products, such as computers and operating system software. In the process of binding integration, service guides the technological change and product innovation of manufacturing industry. The demand and supply of services guide the technological progress and product development direction of manufacturing industry, such as the demand for services such as taking photos, sending emails and listening to music, and promote the upgrading of ordinary mobile phones with single functions to multimedia mobile phones with stronger functions.
Extended fusion
Extended integration refers to the service industry represented by sports culture industry and entertainment industry driving the production demand of peripheral derivative products, thus driving the development of related manufacturing industries. Movies, animation and sports events can bring a lot of derivative consumption, including clothing, food, toys, decorations, audio-visual products, craft souvenirs and other physical products. These products have formed a huge industrial chain around the cultural, sports and entertainment industries. This industrial chain not only brings huge profits to the service industry, but also brings huge business opportunities to the related manufacturing industry, thus closely combining the service industry with the manufacturing industry and promoting the development of the whole related industry. According to some data, in countries with relatively developed film industries such as the United States, the box office generally only accounts for one-third of the film revenue, and the rest comes from related film derivatives. The experience of developed countries shows that in the huge industrial chain of animation games, 70% to 80% of the profits are realized through peripheral products.
References:
Three Forms of Modern Service Industry Baidu Encyclopedia
4. What are the basic requirements of the service industry?
Basic requirements: dignified appearance, civilized language, conscientious, honest and trustworthy, high-quality service, love and dedication: service industry refers to the business of providing services to the society by using equipment, tools, places, information or skills, including agency, hotel, catering, tourism, warehousing, leasing, advertising and other service industries.
The main service categories include: software and information technology services, information transmission, warehousing and postal services, leasing, scientific research and technical services, financial services, water conservancy, environment and public facilities management, resident services, repairs and other services, education, health and social work, culture, sports and entertainment, public management, transportation, social security and social organizations, and agriculture. The fundamental difference between service industry and other industrial sectors is that service industry produces service products, which have the characteristics of immateriality, non-storability and simultaneous production and consumption.
Several quality requirements that service industry must have: 1. Establish a sense of service and love your career. 1. Service is the product of the enterprise, and the customer is the god of wealth. Service is the product of an enterprise, and service quality plays a decisive role in enterprise competition. For service-oriented enterprises, management is the premise, management is the key and service is the pillar.
Service quality is not only the comprehensive embodiment of management, but also directly affects the management effect. 2. Service is an art and a civilized work.
The service work of dealing directly with customers requires certain knowledge and skills. Without knowledge and skills, we can't provide high-quality, fast and efficient services and meet the multi-level needs of customers. Therefore, service is an art that requires certain professional knowledge and skills. Second, good manners and manners are to show respect, welcome and friendly attitude and willingness to each other through certain forms of information transmission.
Etiquette and politeness is a fusion agent for dealing with interpersonal relationships, and also reflects the basic attitude of service-oriented enterprise employees towards customers. The content of service-oriented enterprise etiquette is very rich, including gfd, language expression, behavior and so on.
Third, excellent service attitude Service attitude refers to employees' emotional and behavioral tendencies towards customers on the basis of their knowledge and understanding of service work. Different service attitudes will make customers have completely different feelings and evaluations.
Treating people with enthusiasm is the most important basic quality of employees in service-oriented enterprises. Specifically, we should: 1, be conscientious and responsible: be anxious about what customers are anxious about, think about what customers think, do everything carefully, and give customers a satisfactory result or reply, regardless of the size of the matter. Even if the customer's service requirements are not within their own scope, they should take the initiative to contact relevant departments to effectively solve the customer's difficult problems. 2. Initiative: We should master the service rules, take the initiative to "ask for trouble", take precautions, help others, and provide convenience for customers everywhere.
3, enthusiasm and patience: just smile, kind attitude, kind language, warm and sincere. In the face of an endless stream of customers, no matter how busy and stressful the service is, don't be impatient, don't be bored, treat customers calmly and freely, and don't quarrel with customers. When there are contradictions, be strict with yourself and be respectful.
4. Careful and thoughtful: be good at observing and analyzing the psychological characteristics of customers, know how to find their needs from their expressions and manners, correctly grasp the service opportunity, and strive to make the service perfect, thoughtful and comprehensive. Fourth, the service efficiency is fast. "Waiting for people is urgent" means that waiting is a very annoying thing.
Waiting can make people fidgety. Therefore, service-oriented enterprises must emphasize service efficiency.
Service efficiency plays an important role in service quality. Experience has proved that there are two problems in service work that are most likely to cause complaints: one is service attitude, and the other is service efficiency. Solving these two points, even if other aspects are not perfect, will win the favor of customers.
Paying attention to efficiency does not mean muddling along. Try to serve quickly without confusion, and respond quickly, quickly and accurately. It not only reflects the professional quality of service staff, but also reflects the management efficiency of enterprises.
Fifth, start from yourself. A tree is worth a thousand days, but it is destroyed in a moment.
As employees, we must consciously safeguard the corporate image. You should know the truth of "100- 1=0", that is, a link and a person have poor service, and all the good services and hard work of other employees will be wasted, and a good corporate image will no longer exist. Employees must make it clear that the "I" in the post is a member of the enterprise. In my own post, "I" not only represents myself, but also represents the enterprise. The rise and fall of enterprises and the level of benefits are closely related to my work.
I can't damage the corporate image because of me, but let customers praise the enterprise through my work and excellent service. Therefore, as an enterprise employee, we must start from me and consciously safeguard the good image of the enterprise.
Sixth, good self-control. Self-control is a kind of restraint and control over personal feelings and behaviors.
Employees with strong self-control are good at controlling their emotions and restraining their behaviors to make them conform to their conscious goals. When you meet customers and deliberately make things difficult for their customers, keep a calm attitude and treat them with courtesy and humility. At the same time, you should understand in many ways, carefully observe and analyze customers and their difficulties, and provide good service with the right medicine.
Seven, full of team spirit. As employees of service-oriented enterprises, we should know that service work is carried out under the premise of division of labor and cooperation, and no one can finish the work independently without other departments and employees.
Therefore, employees must strengthen cooperation and don't hang high. When customers ask for service, they shouldn't push the guests, because it's not their own responsibility.
In order to provide high-quality service and harmonious working environment, employees should be strict with themselves, be lenient with others, and colleagues should respect each other, unite and cooperate. Eight, have a sincere smile.
What is really valuable in interpersonal communication is a smile that doesn't cost a penny. If you are good at smiling, you will have a successful life.
References:
Baidu Encyclopedia: Service Industry.
5. How to do a good job in service industry
Do a good job in the service industry, pay attention to the following points:
1. Establish the service concept of "customer first" and "customer is God", think what customers think and be anxious about what customers are anxious about.
2. Take positive communication actions, actively communicate with customers, gradually close the distance and increase friendship, so that you can better understand what the guests need and work hard on what the guests want.
Smile is the most attractive business card for people to communicate with each other. A heartfelt smile, like the warm current in winter and the coolness in midsummer, not only brings comfort and warmth, but also resolves contradictions and embarrassment in time. Quality service requires our continuous efforts, because this is a long-term goal of "only better, no best".
4. Listen to the voice of customers and accept criticism and suggestions with an open mind. In daily work, it is inevitable that customers with different personalities and qualities will complain because of negligence or other reasons. In this case, we should patiently listen to their complaints and even scolding, and let them express their thoughts. We should keep a normal mind, restrain ourselves, avoid being emotional and understand the reasons. Complaints are precious and valuable information from their hearts. We should accept it with an open mind, seriously reflect on it, and constantly improve and improve the quality of service.
To maintain a high sense of responsibility and full enthusiasm for work, we must serve our customers wholeheartedly. When we sincerely serve our customers, we will gradually find pleasure instead of boredom and complaints. If we take this sense of responsibility as a powerful spiritual motivation to overcome many difficulties in our work, it will give us the courage to overcome all difficulties, and we can devote ourselves wholeheartedly to our work. In this way, we are in a happy mood, and I believe that the mood of our customers is also happy. In the process of pleasant work, find the service direction, in which we will gain experience, friendship and support. Maybe we lost our job, but since we chose this position, we should remember the responsibility and mission.
6, different ideas, different mentality, different mentality, different results. Every post is a land full of vitality, and the key lies in what kind of seeds are sown by those who cultivate it. I believe that as long as we do everything with our heart, we will reap the spring of our career in any post. There is no end to the service, and it should be implemented in the service details.
6. What awareness should we have to do a good job in featured services?
The hotel consciousness that waiters should have mainly refers to the views, feelings, opinions or reflections of guests on the level and quality of hotel software services, as well as the objective requirements of the hotel itself and industry rules.
Generally, it includes service awareness, obedience awareness, legal awareness, post awareness, team awareness, crisis awareness, ownership awareness, customer awareness, commodity awareness, rules and standards awareness, safety awareness, market awareness, efficiency awareness, confidentiality awareness, brand awareness, employee awareness and so on.
1, service consciousness
Service consciousness refers to an idea and desire to do a good job of service consciously and actively. It comes from the waiter's heart, and it is also the most important hotel consciousness of hotel service personnel. So, how to establish a strong and enhanced sense of service?
First of all, we should establish a correct service concept and recognize the significance of service work and its role in the development of tourism; Secondly, if you love your job, you have a sense of corporate responsibility, subjective desire and initiative to do a good job; Third, respect and understand the guests, be considerate and polite; Fourth, constantly "recharge" and learn and master service knowledge and business skills.
2. Obey consciousness
For a very special hotel service industry, the sense of obedience is mainly manifested in the employees and superiors within the enterprise, between departments, and between the enterprise and the external public, which is determined by the particularity of the hotel service industry and the actual situation of the post department.
In the hotel service industry, obedience consciousness is embodied in the following three aspects: subordinates obey superiors; The second-line department obeys the first-line department, and the first-line department obeys the guests; The kitchen obeys the dining room, and the dining room obeys the guests.
3. Legal awareness
The laws and regulations concerning the hotel service industry include People's Republic of China (PRC) Tourist Hotel Management Regulations, Food Hygiene Law, Consumer Rights Protection Law, Contract Law, Public Security Management Regulations, tourism professionals Management Regulations, Fire Prevention Law, Civil Procedure Law, Environmental Protection Law and Wildlife Protection Regulations. As hotel service personnel, we should not only learn, understand, know and abide by the law, but also remind guests to consciously abide by the law. In addition, we can also observe and implement the internal labor discipline and rules and regulations of hotel enterprises.
4. Safety awareness
For an enterprise, safety is often a topic that the person in charge of the enterprise talks about all the time, because safety is productivity, and without safety, there is nothing.
The safety of hotel service industry is even more important, such as food hygiene and safety, personal and property safety of guests and waiters, fire safety and public security safety. A mistake or mistake in any link may lead to a total loss.
5, the guest consciousness
Every enterprise has its own business philosophy and management system. For the hotel service industry, the concept of "guests first" is its purpose.
The so-called guests refer to people who are invited to come and go for the purpose of communication and business and tourists.
7. What is the most important thing in the service industry?
First, sincerity
Attitude is the basic requirement to determine whether a person can do things successfully. As a salesperson, you must treat customers and colleagues with a sincere heart. Only in this way can others respect you and treat you as a friend. Business representatives are the image of enterprises, the embodiment of enterprise quality, and the hub connecting enterprises and society, consumers and distributors. Therefore, the attitude of business representatives directly affects the product sales of enterprises.
Second, confidence.
Self-confidence is a strength. First of all, you should have confidence in yourself. Encourage yourself at the beginning of your work every day. You should be able to see the advantages of the company and your products and keep them in mind. To compete with competitors, we must have our own advantages and face customers and consumers with the belief of winning.
As a sales representative, you are not only selling goods, you are also selling yourself. Only when customers accept you will they accept your goods.
Knowing that there is no power, I also believe that there is power. Joe girard can succeed because he is confident that he can do it.
Third, be a man with a conscience.
"Pay attention to everything and learn", cultivate the habit of thinking hard and be good at summing up sales experience. Review your work every day to see where you are doing well. Why? This is not good. Why? Ask yourself more why? Only by discovering the shortcomings in our work can we continuously improve our working methods, and only by improving our ability can we seize the opportunity.
Opportunities are equal for everyone. As long as you have the will, you will definitely become a leader in the industry. When Wang Yongqing, an entrepreneur in Taiwan Province, started his own rice shop, he recorded the time when customers bought rice every time, and remembered how many people were there in his family. In this way, he worked out how many days people can eat and distributed them to customers after eating. It is Wang Yongqing's carefulness that makes his career grow and develop.
As a sales representative, we should know every change of customers, try to grasp every detail, be a conscientious person, constantly improve ourselves and create a more wonderful life.
Fourth, toughness.
In fact, sales work is very hard, which requires the hard-working spirit and perseverance of business representatives. "You can win people's hearts only by eating once and gaining wisdom." Half of the sales work is done by feet. Always visit customers, coordinate customers, and even follow consumers to provide services. Sales work is by no means smooth sailing, and there will be many difficulties, but we must have the patience and indomitable spirit to solve them.
Five, good psychological quality
Only with good psychological quality can we face setbacks and not be discouraged. Every customer has different backgrounds, different personalities and different ways of doing things. If you are hit, you should keep a calm mind, analyze customers more, constantly adjust your mind and improve your working methods, so that you can face all the blame. Only in this way can we overcome the difficulties. At the same time, don't be carried away by temporary success. You should know that "joy begets sorrow". Only in this way can we win without arrogance and lose with grace.
Sixth, communicative competence.
Everyone has strengths, and it is not necessary for every sales representative to be versatile and eloquent, but we must communicate with others more, cultivate our communication skills, and make as many friends as possible, so that there will be more opportunities. You know, more friends are the only way out. In addition, friends are also resources, you know, owning resources will not succeed, but making good use of resources will succeed.
Seven, enthusiasm
Enthusiasm is an infectious emotion that can drive people around to pay attention to certain things. When you communicate with customers with enthusiasm, your customers will "reciprocate". You happened to meet your customers when you were walking on the road. You reach out and greet each other warmly. Perhaps he hasn't met anyone who values him so much for a long time. Perhaps, your enthusiasm will lead to new business.
Eight, a wide range of knowledge.
Sales representatives have to deal with all kinds of people. Different people pay attention to different topics and contents. Only extensive knowledge can make them have the same topic with each other and chat speculatively. Therefore, we should dabble in all kinds of books, regardless of astronomy and geography, literature and art, news, sports and so on. As long as we have leisure, we should form the habit of continuous learning.
Nine, the sense of responsibility
The words and deeds of the sales representative represent your company. If you have no sense of responsibility, your customers will learn from you, which will not only affect your sales, but also affect the image of the company. There is no doubt that this will hurt the market.
X. bargaining power
In fact, business representatives are always negotiating, and the process of negotiation is a process of persuasion, that is, a process of finding the best interests of both sides. Before the negotiation, we should know each other's situation. The more we know each other, the better for us, and the more opportunities we have to take the initiative.
Hope to adopt, thank you.
8. What are the industry classifications?
Industry classification:
Agriculture, forestry, animal husbandry and fishery
B. Mining industry
manufacturing industry
Production and supply of electricity, gas and water.
Construction industry
Transport, warehousing and postal services
G. Information transmission, computer services and software industry
Wholesale and retail trade
I. Accommodation and catering industry
J financial industry
K real estate industry
Leasing and business services
Scientific research, technical services and geological exploration industries
Water conservancy, environment and public facilities management industry
O Resident services and other services
China's economic composition is divided into nine types:
State-owned economy, collective economy, private economy, individual economy, joint-stock economy, foreign investment economy, Hong Kong, Macao and Taiwan investment economy and other economies.
Extended data:
Industry classification refers to the detailed division of the organizational structure system of business units or individuals engaged in the same nature of production in the national economy or other economic and social activities, such as forestry, automobile industry, banking and so on. Industry classification can explain the development stage of the industry itself and its position in the national economy.
function
Explain the development stage of the industry itself and its position in the national economy, analyze various factors that affect the development of the industry and judge the impact on the industry, predict and guide the future development trend of the industry, judge the investment value of the industry, reveal the wind direction of the industry, and provide investment decisions or investment basis for various institutions.
law of development
The development of industry will inevitably follow the low-level predatory exploitation and utilization of natural resources and low-level labor export, and gradually turn to scale economy, technology-intensive, financial-intensive, talent-intensive and knowledge-based economy, and gradually turn from exporting natural resources to exporting industrial products, intellectual property rights and high-tech talents.
Generally speaking, industry classification is a detailed division of the organizational structure system of units or individuals engaged in national economic production and operation according to certain scientific basis, such as forestry, automobile industry, banking and so on.