First, emphasize the company's service function and cultivate employees' service consciousness.
Conceptually, establishing customers is the core concept of everything. All work is customer-centered, and service is the core competitiveness of the company. It is necessary to realize that "customers are a solid platform for the real development and growth of enterprises".
The process from full understanding to service improvement is completed by managers' self-examination of their posts. After fully understanding the meaning of "MOT", senior managers should make adjustments in view of the development of the company and the strengthening of subordinates' consciousness. In the article, the meaning of MOT is explained as follows: there are100000 person-times ×5 employees × 15 seconds = 50 million times a year. The unit of critical moment is not 15 second, but the opportunity for customers to contact with employees. Among them, 1 passengers may have dealt with five employees when flying, which is 50 million contact points. As long as a few of the 50 million contact points are not done well, everything is zero. This is the original intention of service, and the role of customers is reflected in it.
Second, leaders should give full play to the enthusiasm and creativity of front-line employees and give them more rights and responsibilities, because only front-line employees know the actual needs of customers best.
To implement MOT, we need to pay attention to the following points:
1, decentralized
The key to the implementation of MOT is to make service decisions in the links where information is most needed and understood, and make appropriate decisions according to the principle of enterprise inheritance. In fact, in the front line of customer service, the implementation of service is often completed by the first-line grass-roots employees, rather than the management and senior managers sitting in the office. Moreover, some problems must be solved on the spot, such as complaints, consultation and transaction processing. , especially the system does not provide. If there is not enough time to report, or it takes a long time to solve after reporting, and customers can't stand the need for employees to solve it immediately on the spot, these factors require giving frontline employees certain decision-making power.
As a management, it is a long-term and necessary work to think more and seriously about the customer service system, formulate a flexible customer service system and revise it in time.
2. Complete trust
Can the management, especially the top management, trust and believe that the grass-roots employees have the ability to act responsibly according to the principle entrusted by the company, and will there be cases of "jobbery", "poor information" and "management out of control"? Under the current management system, grass-roots employees are accustomed to the decision-making of superiors and supervisors and bear the responsibility of decision-making. Is the grassroots ready?
The author's environment is that when the company is facing losses and the enterprise is facing crisis, employees are threatened with unemployment, which forces employees to have the courage to take responsibility and burst into heroism and courage to cross the rubicon. If you muddle along and lack obvious external threats, it is quite difficult to change this habit, including the work habits of employees and management.
This kind of trust must be carried out by competent employees, which requires the top management of the group to strengthen the training and communication of employees and implement the business philosophy of "customer first, service first" from every link, detail and skill of the work.
3. Conceptual innovation
In fact, MOT advocates an innovation of ideas, as described in the book: "from product orientation to customer orientation". Of course, in the absence of effective competition in the market, the problem of product positioning is not big, and it can be produced at a lower cost and get some customers at a lower cost. When there is full competition, customers need repeated purchases and good word-of-mouth effect, turning to customer orientation is the only way for enterprises. It is necessary to adjust and innovate business orientation, business philosophy, corporate culture, management system, workflow and rank setting. Focusing on providing customers with satisfactory service.
Through the above, the book MOT not only gives us the key to solve the problem, but also teaches us how to find the key. Combining with the business of Bai Sen real estate, from the grass-roots level to the middle level and then to the high level, we should grasp and meet the critical moment, regard MOT as the key element of the core competitiveness of enterprises, effectively enhance the core competitiveness of enterprises and turn it into benefits, improve the level of specialization and deeply influence customers.