First, the four standards of service consciousness:
1. comprehensiveness: waiters must strictly abide by the service standards set by the company and provide professional service suggestions according to customer needs.
2. Initiative: Attendants should have a proactive attitude to convey positive energy and information to customers and take the initiative to deal with customers' problems.
3. Patience: When dealing with customers' problems, waiters need to have patience and professional problem-solving ability, communicate with customers frankly and patiently, and strive to meet customers' needs and expectations.
4. Visual inspection: the waiter needs to make a quick and accurate judgment on the questions and needs raised by the customers, solve the problems in time and give suggestions, so as to eliminate the doubts and concerns of the customers as much as possible.
Second, matters needing attention of service consciousness
1. Know the customer's needs: the waiter should know the customer's needs and demands as much as possible in the service process, and stand from the customer's point of view when providing services to improve the customer's satisfaction.
2. Language skills: waiters need to have clear, accurate and polite language, as well as a positive, active, patient and enthusiastic attitude, and establish a good communication and interaction environment, so that customers can feel that they are concerned, valued and respected.
3. Sustainability: Waiters need to constantly improve their service skills and skills, take the initiative to send information to customers, help solve problems, track customer service needs throughout the process, and improve customer satisfaction and loyalty.
4. Profitability: service awareness can't just stay on the surface of providing services to customers. At the same time, waiters need to be clear that they are employees and need to help enterprises achieve profits. So as long as they don't sacrifice the interests of customers, they need to consciously promote value-added services, strengthen their brand image or bring other profitable services.
Third, how to improve service awareness:
1. improve the professional quality of waiters: we should train and educate waiters to improve their professional quality and technical level.
2. Establish a customer relationship model: establish and improve a customer relationship management model, subdivide, classify and grade customer needs, formulate targeted service strategies, and improve customer satisfaction.
3. Formulate a reasonable incentive policy: formulate a reasonable incentive policy and a performance appraisal system as open as possible to provide feedback and incentives for employees.
4. Check and evaluate: check and evaluate the service behavior of employees and give timely guidance and feedback.
A waiter named Xiao Liu in a mobile phone brand customer service center answered the phone service, and a customer gave him feedback that the mobile phone could not be turned on normally, and the screen showed a black screen after turning on. Liu Xun Jr. asked about the specific situation of the customer and found that the customer is a middle-aged man who may not be familiar with the operation of the mobile phone.
Therefore, according to his own experience and knowledge, Xiao Liu provided some simple operation steps and explained in detail how to deal with this problem. But the customer still can't solve the problem normally. Xiao Liu did not give up easily. He opened the official technical support page of brand mobile phones for online consultation. He learned that the problem of trapped customers is a common situation and needs to reset the settings of the mobile phone. So when Xiao Liu explained how the customer reset the mobile phone settings, he taught a user in his 50 s in a simple and understandable language. Under the guidance of Xiao Liu, the customer quickly solved the problem and resumed the normal use of the mobile phone.
This example shows that a waiter has a comprehensive and intuitive sense of service: in the face of unsolvable problems, he does not give up easily, but goes all out to find solutions; At the same time, Xiao Liu has successfully corrected the user's mistakes and helped him solve the problem smoothly through his language skills for different users.
For enterprises, improving service awareness is one of the important things for enterprises to enhance their comprehensive competitiveness. Attendants not only provide services for customers, but also win the reputation and trust of customers for enterprises. It is necessary to comprehensively improve service quality and service attitude, improve customer satisfaction, and obtain greater returns on wealth.