Service is familiar to everyone, but what is customer service? Simply put, customer service is to serve customers, and it can also be said that it is to provide customers with satisfactory services. In today's highly competitive service market, customer service plays an important role in the development of enterprises. In the service industry, high-quality customer service requires us: first of all, we must have high-quality service awareness and professionalism. Only when you love your work and enterprise will you be interested and pay 100% enthusiasm for your work. In the course of work, no matter what kind of customers we meet, customer service staff need to treat them warmly, so that customers can realize that we really want to serve them and solve problems. The second is to identify and understand the needs of customers. Our company has a wide customer base and a large business volume, which requires customer service personnel to grasp the customer's needs in time and correctly at the front line of customer service and provide quality services to customers. Whether the nature of customers calling our hotline is consultation or complaint, it shows that customers pay attention to our services and participate in the company's business with great interest. Customer service staff will check our shortcomings according to customers' suggestions on the company's service needs, and constantly meet customers' needs. Furthermore, it is to reach a * * * understanding with customers to achieve a win-win situation and welcome "repeat customers". If customers call to praise our company's services, of course, it is a good thing, but if they are always praised, it does not mean that it is good for the enterprise, and it will only make the enterprise content with the status quo and stagnate. Sometimes some well-meaning complaints are also catalysts. For example, once, customers called the company to complain that the delayed arrival of vehicles affected the time for customers to pick up the goods. The company made a series of improvement measures, such as speeding up the speed of vehicles, so that more customers trusted us more and more and chose to continue to cooperate with our enterprises. Customers only complain when they have hope for an enterprise, so we should carefully check the situation of customer complaints, apologize for what we have not done enough, improve the service quality as soon as possible, and provide more customers with satisfactory services. Sometimes customers complain just to vent their dissatisfaction. Doing customer service well can not only restore customers' trust in the company, but also pave the way for customers to continue to use the company's business. Every customer enters your company and begins to enjoy your service, and finally brings new customers. In this whole process, everything the company can do is called customer service. According to the statistics of international professionals on customer service: ◆ Poor customer service will lead to 94% customers leaving! ◆ 89% of customers will leave because their problems are not solved! ◆ Every dissatisfied customer will tell an unpleasant experience to 9 relatives and friends on average. ◆ 67% dissatisfied customers have to complain. Treating customers' complaints well and solving problems sincerely can save 75% of customers. Visit customers regularly and try to win their recognition. 95% customers will continue to accept your service. The cost of attracting a new customer is six times that of maintaining an old one. From these statistics, we can find a very important problem. Companies spend a lot of money on brand management, but they are easily destroyed by service personnel. Being kind to customers is the best marketing. We may not do well sometimes, but as long as we can improve the service quality in time and effectively, customers will still recognize us. Any enterprise must rely on its customers, who are the most important resources for its survival and development. For logistics enterprises, its essence is service, whether it is the front desk, business, customer service staff or company leaders, it is the company itself, and the foothold of enterprises should also be to satisfy customers. Only by mastering the motive force of "customer satisfaction" can enterprises achieve long-term development. In short, the service is endless. We should constantly think in our work, find out the shortcomings, advocate advanced, do a good job in customer service, decorate the company's facade and provide customers with high-level services. Service consciousness and self-mentality

Quality service is from the heart. Without heartfelt service, it is impossible to reach the standard of quality service. Without the love of service work and sincere care for the guests, it is impossible to notice the guests' every move, and it is impossible to provide the same, value-added and personalized service (here to remind you that proactive and predictable advanced service is the most basic service), which is also a "fake smile" (also known as a fake smile)

First, what is service consciousness:

Service consciousness refers to the enthusiastic, thoughtful and active service desire and consciousness provided by enterprise employees among all people related to enterprise interests (here refers to customers who have not consumed and managers in the venue), that is, an idea and desire to do a good job of service consciously and actively. It comes from the heart of service personnel and is an instinct and habit of service personnel. It can be formed through training and education, which is the connotation of service.

1, correctly understand the service consciousness:

Service consciousness is strong, indifferent, active and passive, which is a cognitive problem. The deeper the cognitive level, the stronger the service consciousness. If you have a strong concept of displaying talents and embodying the value of life, you will have a strong sense of service. If you have the style and spirit of taking the company as your home, loving the team and selfless dedication, you will definitely have a strong sense of service. Here, by receiving visitors at home, we regard the company as our home, from the perspective of self-motivation and competition. )

2, establish a correct sense of service

Providing services to guests means giving yourself more opportunities in the future, especially many opportunities. To put it bluntly, we are not working for others, but working for ourselves. To put it bluntly, I earn money by working for myself. To put it mildly, our efforts will be rewarded and we will gain a lot from our efforts. Obedience is the service duty of the waiter. The so-called "reasonable requirement" is training. Unreasonable requirements are tempering "is the same for customers and superiors, and unreasonable ones are acceptable." How can a rational and reasonable person disobey? Obedience is the establishment of a social order and the embodiment of one's own quality.

3. The customer is God, and the customer is always right.

In order to improve the service level, our employees should improve their role cognition ability. Role refers to a person's role in a certain occasion (such as the concealment of guests in the venue). Service personnel also have a role-playing role in the workplace. Their role orientation is that they must be clear about their role in the work process, sing whatever tune they sing in the work process, and never cross talk, demand, restrict, treat and discipline their behavior in the role, so service personnel can never be "equal" with guests. Customers bring benefits and profits to the company, and the company brings income to employees. Employees use the company's platform to provide customers with the services they need. The three parties are an equilateral triangle, and the customers standing at the top of the triangle bring benefits and profits to the company and bring us income, so that we can live with the fate of the company. Therefore, the customers who give us survival are objectively beautified in the name of God. This is also the concept that customers are always right. They are not satisfied with us, that is, our service is not in place and does not meet the standards they need. This is why we need quality service. Only the proactive and predictable service included in the quality service can make the guests get the service they want, even in advance. Here are some key points that need special mention:

(1) Fully understand customer requirements (legal requirements and efficiency)

(2) Fully consider customers' ideas and mentality (different needs)

(3) Fully understand the misunderstanding of customers (for all kinds of incomprehension and ear errors)

(4) Fully understand the customer's fault (picky and unreasonable)

"The customer is always right" not only reflects the service consciousness of obedience, but also leaves the face to the customer, and the customer with face will repay your service-spend more in the company.