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.
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.
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.
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.
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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