On how to improve customer service quality and service awareness

However, all I hear is shirking responsibility, such as problems left over from history and previous work habits. No one can locate this event objectively, truly and accurately. I don't want to punish anyone for such an incident, because punishment is not the purpose, but providing quality service to customers is the result. After what happened, everyone has a reason, and everyone has a reason to make others sound reasonable. However, it is an indisputable fact that what is in front of us is customer complaints! Those words that sound like shirking responsibility are so pale and powerless in the face of facts! I. Positioning of the Operation and Maintenance Team 1. Whether it is Shouxin, LiaoZhongxin or Shenyang counterparts, the operation and maintenance brothers do the same job. The so-called "operation and maintenance" means operation and maintenance management. The literal meaning is easy to understand, the only difference is that the specific work is related to the nature of the company's project construction. Everyone should know that the projects in front of the company are long-term investments for five years, and the government's application systems are also developed online, and then new ones are developed. Online system is included in the category of operation and maintenance management. According to the formal way, there should be corresponding training, handover and other processes after the system goes online, so that the operation and maintenance work can be targeted and get twice the result with half the effort. However, due to various reasons, these works may not be carried out or have little effect, so even so, are there many excuses for our operation and maintenance work? I don't think so. The nature of operation and maintenance work is to ensure the safety and stability of the operating environment, which is fundamental. Even if there is no handover, no information and no foreign aid, what measures will the director of the operation and maintenance team take if the security and stability of the operating environment is as important as life? Will they take the initiative to collect information and do something that can be expected or learned from past experiences and lessons? Therefore, the brothers in operation and maintenance around the country must be clear about this positioning, and it is their duty to provide efficient operation and maintenance cooperation for the company's R&D center. It is also conducive to the development of the company. 2. Serving the operation and maintenance of all parts of the government, the primary responsibility is to serve the government's e-government construction and be responsible for the later operation and maintenance. Therefore, I think everyone knows the job responsibilities of serving the government. What I want to say is that due to the nature of the government's work, in order to facilitate the work, brothers in the process of door-to-door service, under the banner of government network management center or information center. For most government departments, the people in this department are still very X, which can be said to be normal under the rendering of some government leaders. I won't say anything as long as the government leaders approve and the customers don't complain. However, I want to make it clear that the attitude towards the government must not appear on the company or other project customers. This is the bottom line and high-voltage line of operation and maintenance services. Any such incident will be severely punished after being complained. 3. Strategy of the service company-The employees who operate and maintain IT services all over the country have clearly belonged to Shenyang Peer Information Technology Service Co., Ltd., and our company is an enterprise aiming at providing high-quality IT services. IT service is our lifeline, so service quality and customer satisfaction are our infinite pursuit. The company is using project resources now, and there will be more projects such as server hosting, virtual host leasing and server leasing in the future. These jobs require the operation and maintenance personnel from all over the country to deal with customers directly or indirectly, and your words and deeds directly affect the company's position in the eyes of customers. Generally speaking, the improvement of service quality mainly includes two aspects: the first is hardware, that is, workflow and working methods. ? The second is software, that is, work attitude, which is calm and tolerant when doing things. Secondly, as far as software is concerned, work attitude determines everything, so we must put it right, don't be emotional, and always remind ourselves to keep in mind the working principles. When dealing with anything, we should think more about our customers. Only by raising this awareness can we really improve our own quality and service quality. We should know our customers better than our customers and know the positioning of their products. We should strengthen our awareness of active service, and don't wait for customers to ask for anything before thinking about asking colleagues to help us do it quickly; Don't give customers what they don't want, we should understand their needs, because each customer's needs will be different; We must fulfill our promise to customers efficiently, which should first win enough time for ourselves; Ensure the accuracy of any information provided to customers. 1. proactive service customers feel that customers pay more attention to the proactive service consciousness of service personnel than before according to their own experience in serving customers. They want us to care about his products all the time, and they are gradually not satisfied with error-free service. They expect service personnel to innovate and bring them surprises. I think we should be more active, flexible and flexible in solving customer problems. I always feel that there is always a better way, and I will always come up with a better way for my customers. This is the embodiment of our profession. We are responsible for ourselves and our customers. When communicating with customers, we need to put ourselves in a correct position. Service personnel are not passive service providers, but active opinion contributors. 2. Do regular services and then do value-added services. Customers' expectations of service are changing, and the concept of customer service, which was previously defined by service personnel, is also changing. We need to break the previous framework and provide customers with services that can give us extra points within our ability and cost. Good extra points services can surprise customers and leave a deeper impression in their minds. However, there must be a limit to everything. If not handled well, value-added services may leave a bad impression on customers, such as thinking that we are not professional enough. Therefore, under the premise of providing value-added services, we must pay attention to distinguish between conventional services and value-added services. The services we provide are within our capabilities and are controlled within the cost range. Make continuous progress, provide better service and let customers see your growth, because your growth cannot be separated from his help and support. They give you opportunities and make customers proud, so that we can achieve "win-win". Customer service staff is an important part of customer service center. As the core element of the customer service center, all the daily work of customer service personnel is interrelated, and their service quality and service spirit are also passed on to customers through the customer service center. It is the existence of excellent customer service staff in the customer service center that can make all customer service more humanized and valuable.