Service consciousness refers to a positive attitude or behavior used by employees when dealing with and solving customer problems, which is one of the important factors for enterprises to improve customer satisfaction and win customer trust. The quality of service consciousness directly affects the brand image and economic benefits of enterprises. Therefore, enterprises need to cultivate employees' service awareness, improve customer satisfaction and win customer loyalty.

1. Four standards of service awareness:

1. Comprehensiveness: Waiters must strictly abide by the service standards set by the company and provide professional service suggestions according to customer needs.

2. initiative: waiters should have a proactive attitude to convey positive energy and information to customers, and take the initiative to handle customer problems.

3. Patience: When dealing with customers' problems, waiters need patience and professional problem-solving ability, communicate with customers frankly and patiently, and strive to meet customers' needs and expectations.

4. Visual observation: The waiter needs to make quick and accurate judgments on the questions and needs raised by customers, solve the problems in time and give suggestions, so as to eliminate the doubts and concerns of customers as much as possible.

2. Matters needing attention in service awareness

1. Know the customer's needs: The waiter needs to know the customer's needs and demands as much as possible in the process of service, and stand from the customer's point of view and think for the customer when providing services, so as to improve the customer's satisfaction.

2. Language skills: waiters should have clear, accurate and polite language, as well as a positive, active, patient and enthusiastic attitude, and establish a good communication and interaction environment, so that customers can feel that they are concerned, valued and respected.

3. Persistence: Attendants need to constantly improve their service skills and skills, actively deliver information to customers, help solve problems, track customer service needs throughout the process, and improve customer satisfaction and loyalty.

4. Profitability: service awareness can't just stay on the surface of providing services to customers. At the same time, waiters need to be clear that they are employees and need to help enterprises achieve profits. Therefore, as long as they don't sacrifice the interests of customers, they need to consciously promote value-added services, strengthen brand image or bring other profitable services.

Third, how to improve service awareness:

1. Improve the professional quality of waiters: It is necessary to train and educate waiters to improve their professional quality and technical level

2. Establish a customer relationship model: establish and improve a customer relationship management model, subdivide, classify and grade customer needs, and formulate targeted service strategies. Improve customer satisfaction

3. Formulate a reasonable incentive policy: formulate a reasonable incentive policy and a performance appraisal system as open as possible to provide feedback and incentives for employees

4. Conduct inspections and evaluations: conduct inspections and evaluations of employees' service behaviors and give timely guidance and feedback.

a waiter named Xiao Liu in the customer service center of a mobile phone brand answered the phone service, and a customer gave him feedback that the mobile phone could not be turned on normally, and the screen showed a black screen after it was turned on. Xiao Liu asked about the customer's specific situation and found that the customer was a middle-aged man who might not be very familiar with the operation of the mobile phone.

So, based on his own experience and knowledge, Xiao Liu provided some simple operation steps and explained in detail how to deal with this problem. But the customer still can't solve the problem normally. Xiao Liu didn't give up easily. He opened the official technical support page of the brand mobile phone and conducted online consultation. He learned that the problem of the trapped customer was a common situation and needed to reset the settings of the mobile phone. So when Xiao Liu explained how customers reset their mobile phone settings, he used simple and easy-to-understand language and taught a user who was over 51 years old. Under the guidance of Xiao Liu, the customer quickly solved the problem and regained the normal use of the mobile phone.

This example shows that a waiter has a comprehensive and visual sense of service: when facing the unsolvable problems, he does not give up easily, but goes all out to find solutions; At the same time, Xiao Liu has successfully corrected the user's mistakes and helped him solve the problem smoothly through his language skills for different users.

for enterprises, improving service awareness is one of the important things for enterprises to enhance their comprehensive competitiveness. Attendants not only provide services for customers, but also win the reputation and trust of customers for enterprises. It is necessary to comprehensively improve service quality and service attitude, improve customer satisfaction and obtain greater returns on wealth.