Service Inspirations: Excellent service in Bangkok, Thailand. As soon as the hotel opened in the morning, a beautiful Thai lady greeted me with a smile: "Good morning, Mr. Yu." "How do you know my last name is Yu?" "Mr. Yu, the lady on duty on each floor should remember the names of the guests in each room." I was so happy that I took the elevator to the first floor. As soon as the door opened, another Thai lady stood there. "Good morning, Mr. Yu." "Ah, you know my family name is Yu, and you remember my name. How is this possible? " "Mr. Yu, the boss called and said you were coming down." It turns out that they have walkie-talkies around their waist.
So she took me to breakfast, and the waiter in the restaurant served me food, and everyone tried to call me Miss Yu. At this time, I looked at my heart, and the snack looked strange, so I asked her, "What's this red one in the middle?" At this time, I noticed a detail. The young lady looked at it and took a step back and said, "How about the red one?" She stepped forward and took another look, then stepped back and said what the black one was. Take a step back to prevent her saliva from splashing into the dish.
When I checked out, he returned my credit card to me after I swiped it, and then folded my receipt and put it in an envelope. When I returned it to him, he said, "Thank you, Mr. Yu. I really hope to see you again for the seventh time. " The seventh time I saw it, it turned out to be the sixth time I went.
Three years have passed and I have never been to Thailand again. One day, I received a card and found it was from their hotel. "Dear teacher Yu, we haven't seen you since you left on April 16 three years ago. The whole company misses you very much. Be sure to come and see us next time you pass through Thailand. Here is a happy birthday to you. It turns out that the day I wrote it was my birthday.
This kind of excellent service has undoubtedly won the heart of a customer.
Service Inspirations: How to make yourself successful requires certain psychological strategies. Any of us should have a direction in our efforts and pay attention to psychological strategies in our success. If you do it blindly, you may not achieve the expected effect.
So what kind of personality is easy to succeed? Let me quote the Greek philosopher Plutarch: Habit forms character, and character determines fate? It should be noted that personality determines the success or failure of an individual to a certain extent. Whether you are a success or a failure is closely related to your own personality. It is said that personality is hard to change, but it is not difficult to surpass it. You must learn to be decisive, which is a necessary accomplishment for every successful person. Because opportunities don't always appear, only by making decisive decisions can we seize fleeting opportunities and succeed in one fell swoop.
In fact, psychological quality has a very important influence on personal success or failure, and its role is above personal ability. Good psychological quality is the guarantee of success. Regardless of success or failure, we should keep ourselves and face it calmly. Now I will list some successful people and necessary psychological qualities for your reference only:
First, self-awareness
I think the so-called self-awareness is a keen intuition about self-knowledge, which refers to the perception and understanding of one's own psychology, behavior and attitude. The objects of self-awareness are mainly their own psychological state and personality characteristics such as needs, motives, attitudes and emotions, as well as their own behaviors and attitudes in words, manners, expressions and intonation. Accurate self-awareness is helpful to individual's social adaptation and the good development of psychological and behavioral quality.
Second, self-esteem.
The so-called self-esteem refers to the value and ability of people's self-behavior, a subjective need recognized by others and society, and people's pursuit of their own dignity and value. If this need and pursuit can be satisfied, self-confidence will be generated in your heart and make you feel valuable.
Third, self-control.
Self-control is an active mastery of one's own psychology and behavior, an important part of self-consciousness, and an individual's comprehensive ability to consciously choose a goal, properly control and adjust one's behavior, restrain impulse, resist temptation, delay satisfaction, and persistently ensure the realization of goals without external supervision, which will be manifested in cognition, emotion, behavior and so on.
Fourth, self-regulation.
Self-regulation mainly refers to self-psychological regulation. The competition in modern society is fierce. Everyone in the workplace is under great pressure. The double pressure from work and life makes many people physically and mentally exhausted and even knocked down by illness.
Compared with physical diseases, mental diseases are more harmful. Many people think that it is normal to have pressure, because there is motivation, but too much pressure will subtly affect their physical and mental health.
Fifth, self-image.
Self-image, actually? What kind of person do I belong to? Our self-concept is based on our cognition and evaluation of ourselves. Generally speaking, an individual's self-belief is not formed according to his past successes and failures, others' reactions to himself, and his comparative awareness of the environment, especially his childhood experiences. According to these, people will form in their hearts? Self-image? . As far as we are concerned, once some thoughts or beliefs related to ourselves enter this picture? Portrait? What will it become? Real? . We seldom doubt its reliability, but just act according to it as if it were true.
Sixth, self-motivation.
The so-called self-motivation, is to stimulate people's psychological motivation, so that people are always in an excited state. This state can not only make people face the work with passion, meet the challenges, but also make extraordinary achievements in their work, because success always belongs to those who make unremitting efforts and constantly inspire themselves.
Seventh, self-realization.
In fact, the so-called self-realization means that everyone needs to exert their potential and show their talents; Only when people's potential is fully exerted and displayed can people feel the greatest satisfaction.
Similarly, the key to anyone's self-success is to compare with himself. Don't compete with those glamorous winners. Everyone has different abilities, opportunities and contributions. You can't simply talk about heroes by success or failure. As long as our ability is gradually improved, our income and happiness are gradually increased, and our quality of life will become better, then this is a kind of self-success. Make progress every day and take a small step every day, and your life will be full of hope and your future will be worth looking forward to!
Service Inspirations: Requirements for Service Consciousness At the beginning, it was not enough to satisfy customers and repay them. Service does not follow the trend, but should change with the development of society. Satisfaction is how people feel about the status quo. It originates from the comparison between a product's imaginary performance or effort and people's expectations.
According to a survey conducted in shopping centers in Singapore, when customers are dissatisfied with poor service, they will have the following reactions: 70% of shoppers will buy elsewhere, 39% will complain that it is too troublesome, 24% will tell others not to shop in shopping centers with poor service, 17% will complain about poor service, and 9% will reprimand the staff of shopping centers with poor service. Therefore, the company can't use the complaint level to measure customer satisfaction. Individual methods for tracking and measuring customer satisfaction are:
1. Establish a complaint and initiative system.
2. Customer satisfaction survey
3. Ghost shopping method, and hiring some staff to pretend to be potential customers, talking about the advantages and disadvantages between our company and other competitors' stores, or calling to ask various questions and complaints to see how the company's top management handles them.
4。 Analyze the lost customers, summarize the reasons and solve them. According to the survey, service and shopping environment are the first choice for customers to shop in supermarkets, followed by price and other factors. It is believed that the first-class service provided by customers is the foundation of the store.
The services provided by the store include two aspects:
First, hardware services, that is, the shopping environment that stores can provide, shopping is no longer a big deal now. Usually meet and go out, and there is no detailed goal. If you catch the right one, you won't buy it. When you are tired, you can eat snacks in the corner of the supermarket. If you don't have enough money, you can swipe your card. This is a typical city leisure shopping. At present, these hardware are not far behind, and some shortcomings of hardware can be supplemented by software services.
Second, software: namely personnel service, which can be divided into low-level and high-level services.