First, correct service behavior. There are two meanings in correcting service behavior. One is that we must do a good job, and the other is that we must not do anything. Providing quality service to solve problems for customers should be within our scope of responsibility and should not be procrastinated or neglected. If the customer asks us to improve the image of the team and strengthen the training, then we should take measures to improve; if the customer asks us to change the team, we should understand the situation and take it seriously.

不该我们做的、公司明确要求我们不可以做的或者法律规定我们无权做的事情，我们坚决不能去做。有些客户会要求我们的保安员去做一些超出保安员职责的事，甚至要求我们保安员去做一些违反法律法规的事情。遇到这种情况，我们就要坚持原则，态度明确，不可以含含糊糊。

We can't do what we shouldn't do, what the company explicitly asks us not to do, or what the law says we have no right to do. Some customers will ask our security guards to do something beyond their duties, and even ask our security guards to do something against the law and regulations. In such a situation, we must stick to principles and clear attitude and not be vague.

第二、调整服务心态。管理人员在对客户进行走访沟通时要树立一种积极的心态，不要把走访客户简单地理解为是例行公事。每一次客户沟通都要做好精心的准备，具体来说就是事前要了解自己的队伍情况，能预见到客户的需求，做到有备而来。如果等到客户对我们的工作不满意或者是队伍出了事把我们叫过去时，我们的客户沟通工作已经很被动了。所以在为客户提供服务的工作中，我们的服务意识要强，心态要积极，把客户这个“上帝”真正放在我们心中。

Second, adjust the mentality of service. Managers should establish a positive attitude when communicating with customers and not simply interpret visiting customers as routine. Every time the customer communication must be well prepared, specifically, in advance to understand their own team situation, can anticipate the needs of customers, to be prepared. If we wait until the customer is not satisfied with our work or the team has an accident to call us past, our customer communication work has been passive. Therefore, in the work of providing services to customers, we should have a strong sense of service, a positive attitude, and put the "God" of customers in our hearts.

第三、确定服务理念。有了积极的心态我们还要确定一个务实的服务理念。务实也就是我们所说的抓落实，没有解决和做等于是空谈。诚然，沟通的过程是解决问题的重点步骤，但具体把客户提出的事情落实好才是重点。如果只有口头的承诺，而没有实质的结果，客户对我们不仅是失望，长此以往还会失去信任。

Third, determine the concept of service. With a positive attitude, we must also establish a pragmatic service concept. Pragmatism is what we call "implementation". Without solution and action, it is empty talk. Admittedly, the process of communication is the key step to solve the problem, but the key is to implement the specific things that the customer has proposed. If there are only verbal promises without tangible results, customers will not only be disappointed with us, but will lose trust in the long run.

如何务实，首先我们要把客户需要解决的问题弄清，明白对方需要我们做什么；其次，将要解决的问题分好层次落实到个人；第三，做好跟进工作，及时掌握情况；第四，问题解决之后要向客户进行汇报，如果问题暂时解决不了也要向客户说明原因，取得客户的理解或寻求新的解决问题途径，不能拖延或不了了知。落实好每一个环节工作，我们的服务工作才算落实到位。。

How to be pragmatic, first of all, we need to clarify the problems that customers need to solve, understand what the other side needs us to do; second, the problems to be solved are implemented to individuals at different levels; third, do a good job of follow-up work, timely grasp of the situation; fourth, after the problem is solved, to report to customers, if the problem is not solved temporarily It is also necessary to explain the reasons to the customer, to obtain the understanding of the customer or to seek new ways to solve the problem, can not be delayed or unknown. After every link is implemented, our service work can be put into practice.

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