In fact, the so-called service consciousness and service attitude are the same thing. The former mainly expounds the consciousness of "active service", while the latter emphasizes "words and deeds in the process of service".
First, pay attention to service ideologically. When doing service training, many enterprises always come up with some training programs that they think are reasonable. Although these procedures are really useful, they are actually "cramming training". The yogi just knows how to do it, but he doesn't know why. In practical application, although this kind of training is useful, it can't cope with all emergencies at all, and practitioners won't adjust service plans according to different customers.
So before the training, let these employees pay attention to service ideologically, and let them know what it means to provide quality service to customers based on their job responsibilities. Only when employees attach importance to service in thought will they actively seek the service method of "satisfying customers" in their work, which is the active service consciousness.
They will master the service mode of training, but after mastering it, they will actively adjust the service mode according to different customers, which is the ultimate goal of training and the process of cultivating employees' awareness of independent service.
Second, attitude attaches importance to service. There is a saying in the service industry: Never mind what kind of customers we are, we must first pose as service providers and let customers know what we do. "In fact, the meaning of this sentence is to emphasize the" correct attitude ". Many employees are not unaware of the importance of service. When he faces some customers he hates, his service speech and behavior will change.
Take the sales staff of some luxury brand stores as an example. If you go shopping in rags, his service may be greatly discounted, but if you go shopping in famous brands, his service will change.
The reason why there is such a big gap is related to sales and promotion, but the bigger problem is that employees have no correct attitude.
Such people are not so much serving as making money. For them, services that can make money are dedication, and those that can't make money are prevarication.
In order to improve employees' service attitude, we must carry out standardized management, standardize employees' words and deeds by improving the reward and punishment mechanism, customer complaint mechanism and performance mechanism, and then make mandatory corrections.
For employees, making money is their purpose, but for enterprises, providing quality service is also the most basic bottom line. If very few employees in the team always affect the improvement of service quality, it is better to kick them out of the team directly. Although these people can create certain profits for the enterprise, based on their work attitude, they may make the enterprise lose more customers.
Therefore, in order to improve the service attitude, the first thing to do is to clean up the "black sheep". Since you want to do a good job in service, don't accommodate employees. Since I have worked as a service post, it is directly "zero tolerance" to treat employees who do not obey management and cannot serve every customer wholeheartedly.
Third, improve service in mechanism. We enhance the active service consciousness of practitioners through training, then standardize their service attitude and behavior through rules and regulations, and finally rationally use some reward and punishment mechanisms to encourage the service quality of practitioners.
Take the after-sales customer service calls of some brands. When we communicate with the customer service on some issues, after the customer service provides the corresponding information and answers, we will ask the customer to give a service evaluation at the end of the consultation, which is the embodiment of the mechanism to promote service.
Customer service quality is listed as performance appraisal. If the customer gives good comments to the customer service, then she can get a bonus or be exempted from punishment. If she violates the relevant regulations, then she will not get the bonus and even be deducted from her salary.
Therefore, in view of the existing service model, establish a reasonable reward and punishment mechanism. Over time, the team's service quality, service awareness and service attitude will have a qualitative leap, which is conducive to the continuous improvement of service quality.