According to the classification table of international service trade of the Bureau of Statistics and Information Systems (SISD) of the World Trade Organization, international service trade is divided into 1 1 and 142 service items. This classification basically includes the main areas of service industry: business services, communication services, construction and related engineering services, sales services, education services, environmental services, financial services, health and social services.
Definition of service? Service refers to paid or unpaid activities that work for others and benefit them. Meet some special needs of others not in kind but in the form of providing labor.
1. Work for the benefit of society or others.
The third lecture of Sun Yat-sen's Democracy: "People should aim at serving, not taking away". Sha Ting's The Return of the Native IX: "I want to give people an impression at any time: he is serving the people!"
2. Still on the job.
Zhu Ziqing's Miscellaneous Notes on Coming Back: "Back to Peiping and the school where I used to work, many old workers saw the authentic Peiping dialect and said,' You are back!'" "Zou Taofen's" The Suffering Life "chapter 2:" Later, he worked in Shanghai Business Daily, and I also worked in Shanghai Current Affairs Newspaper, which is a newspaper colleague. "
Service industry is a modern social system and system formed in industrial society due to the urbanization of population concentrated in cities and the specialization of division of labor system.
3. Trade
Service is an economic activity that individuals or social organizations do for consumers directly or with the help of some tools, devices, facilities and media. It is an activity and benefit provided to consumers or enterprises to meet a specific demand of the other party. Its production may or may not be related to material products, but it is the use value or utility that adds value to individuals, goods or services in other economic units and mainly shows in the form of activities.
How to understand service? She said that with punctuality, safety and service as its tenet, China Southern has done a lot of special training in service, and has its own perfect training system to provide special training for flight attendants. She told me that if it doesn't improve its service, it will be overtaken by other airlines, which is the requirement of competition. I know what she means, because in my hometown, the average income is lower than that of newly recruited waiters, because all restaurants take women's colors as their service content. In their view, waiters must be young and beautiful, but it is really difficult to find young and beautiful women here, which becomes expensive wages. In China, it seems that all places regard youth and loudness as a means of competition, and it seems that China is a society that pleases with color at present. This assumption can't be wrong, but it is hard to say that it is the fundamental reason for enterprises to win.
Real competition should foster strengths and avoid weaknesses. It is to define and design the service for the service object and solve the service content you provide. A few days ago, I took a 380-hour flight from China Southern Airlines. I asked the stewardess, "Do you have to be so beautiful?" This is a complicated question. Praise her for her beauty and ask a question. There is nothing young and beautiful about American aviation. China used to be a beautiful young stewardess, but eventually she became a ground crew. The reason is that their aviation industry has stabilized, and the current aviation industry in China has just started and is developing rapidly on a large scale. Stable airline employees can only work in this position if they don't leave the network and quit the enterprise, because other positions don't need people, but the rapidly developing aviation industry needs new people and managers, so those early stewardesses are replaced by new stewardesses, and the older generation has retired to the management to help with ground handling. She doesn't believe that Asia is the most competitive aviation industry in the world, because AirAsia uses a large number of flight attendants, and its assumption is that people all over the world take beauty as their service content when flying. She said, "Of course not. The service on the plane is also very important. " In my opinion, the service on the plane is very important, but the systematization of aviation service is more important. For passengers, it is fast and convenient to arrive by plane. If the goal is not to save passengers' time systematically, but to take the smile of passengers getting on the plane and the waiter arriving at one click as the service content, then the company is irresponsible and shifts the responsibility of the company to employees. I told her from my experience what services passengers need.
China Southern Airlines often delays due to aircraft deployment, including individual air traffic control reasons and weather reasons, but more importantly.
The reason is that the company's aircraft redundancy is too low. For example, we should have arrived at the airport in advance to make preparations, but we didn't have that much time. It is often heard that the plane did not take off from somewhere. Taking cost saving as the key goal, the company can only sacrifice passengers' time. China Southern Airlines has a stake in Baiyun Airport, but it can't get the priority of the terminal. We are often put on the bus ferry to board the plane, carrying heavy boxes and the weather is hot. What kind of service is this? As for the recent grounding of China Southern Airlines, it is also surprising to ask passengers to apologize without a review. I'm not criticizing China Southern Airlines, so are other airlines. What I want to say is that China enterprises haven't seriously thought about what their "service" is, especially service-oriented enterprises. They don't know much about what service is, but they sell hardware or think that customers need it as a service. Service is the need of customers. If you don't know your customers and don't understand them, the service you provide is self-righteous service. Compared with many Asian countries, there is still a big gap between China enterprises in studying how to serve their customers. This is not because we are in Asia, and China is just like other Asian countries.
How to understand everything that serves passengers? What we do is to serve the passengers well.
Fire fighting equipment, fire exits, emergency lights and emergency exits are mainly fire fighting.
What we do is to serve the passengers well.
How to understand that a hotel is a hotel that sells services and belongs to the service industry? All operating bases are based on serving customers, and the service competition between hotels will be the most powerful competition.
What is the definition of customer service? Customer service is not after-sales service, but in fact many enterprises only define it as after-sales service. In fact, it should include three parts: pre-sale, sale and after-sale. Contact with customers, collect customer information, understand customer needs, provide solutions, solve customer problems and meet customer needs, so that customers who think they will get the required business from your company and are satisfied with the business will continue to cooperate faithfully with the company. Therefore, customer service has become an important strategic point in the business structure. Where "customer" includes:
1. Foreign customers (including potential customers, intended customers, prospective customers, contracted customers, prospective owners, owners and members);
2. Internal customers (including various business departments and their employees);
3. Cooperative customers (including * * * departments, suppliers, partners, etc.). ).
Specific objectives:
1 to help build the brand image of the industry;
2. As a window for foreign exchange;
3. Establish a unified corporate image;
4. Establish personalized marketing strategy;
5. Improve service quality;
6. Improve work efficiency;
7. Reduce management costs;
8. Improve customer relationship management;
9. Improve property management;
10. Provide analysis information for future project development.
The development of customer service has experienced a gradual mature process from product-oriented management to customer-oriented relationship management, which mainly goes through the following three stages:
1. Owner service stage: This stage is the primary stage of customer service, mainly focusing on after-sales service. The main measure is to solve customers' housing complaints, and there is no special department responsible for it. Its main job is to provide property services for specific owners in specific projects.
2. Ministry stage: At this stage, the content of customer service is mainly limited to solving customer complaints, and the quality of enterprise customer service is a problem for departments and their employees. Enterprise's service to customers has not been fully recognized.
3. Customer service department: set up a special enterprise customer service department, integrate the service resources of all departments of the enterprise, establish an enterprise-level customer service system, and form a unified customer-oriented window.
4. Comprehensive customer service stage: At this stage, the customer range of the enterprise is further expanded. It not only aims at the target customers of enterprises, but also includes internal employees, * * * and partners, providing integrated services for all employees and the whole process, mainly featuring personalized services and value-added services, and forming an all-round customer service system with the development direction of forming the core competitiveness of enterprises in services.
Enterprises generally set up customer service posts, the specific work is to understand customer needs, contact customers, solve customer problems, and establish corporate brand image.
What is the definition of domestic service? General family services, sanitation and cleaning, and taking care of patients and pregnant women are not so detailed. If you register a company, the business content can be directly written as family service, which is relatively extensive.
What is the definition of voluntary service? Volunteer service refers to the service provided by anyone who voluntarily contributes personal time and energy to improve social services and promote social progress, without any material reward. Voluntary work has four characteristics: voluntary, unpaid, public welfare and organizational. Some people unilaterally think that voluntary service is a manifestation of charity and charity, and regard voluntary service as a unilateral payment; It is believed that voluntary work is only to reduce the workload of full-time staff and treat volunteers as "cheap labor"; I believe that only those who have plenty of spare time are qualified or will take part in voluntary labor. In fact, everyone has the right to participate in social affairs and the ability to promote social progress. Similarly, everyone has the obligation and responsibility to promote social prosperity and progress. Participating in voluntary work is an active and effective form to express this "right" and "obligation". While serving others and society, the self is improved, perfected and developed, and the spirit and soul are satisfied. Therefore, participating in voluntary work is not only "helping others" but also "self-help", "enjoying others" and "enjoying yourself". Participating in voluntary work is not only to help others and serve the society, but also to convey love and spread civilization. Personalization and humanization of voluntary service can effectively narrow the spiritual distance between people, reduce alienation, and play a positive role in alleviating social contradictions and promoting social stability.
Voluntary work has four characteristics: voluntary, unpaid, public welfare and organizational.
How to understand service is simply to continuously improve the level of serving the people, including service efficiency and service quality.