How to serve well? First of all, we should start with the details. In modern enterprises, service is not as simple as after-sales maintenance. Many enterprises have conducted in-depth research on services, and the scope of services is constantly expanding. Detail service has become the high-end service concept of new era service. More and more, we find that in the process of service, the better and more perfect the details are, the higher the service quality will be and the higher the customer satisfaction will be, which will bring us rich economic benefits.
Before we talk about detail service, we must first understand what the details are. Details are trivial and complicated, trivial things that we often ignore in our work, even an expression and a casual little gesture. In customer service, these little things are often ignored by us. It was not until one day that I found the problem that I realized that the ultimate root lies in the details. As the saying goes, "a levee of a thousand miles collapses in an ant nest", a small mistake or negligence may cause great losses, such as "scaring away foreign businessmen with one move" and "losing 100 million yuan for a piece of garbage". These stories are always sounding the alarm for the detail service. There is such a story:
In a small town in the United States, a woman often goes to a small supermarket to buy daily necessities, almost once a week, and sometimes even brings her friends. She thinks the daily necessities in this supermarket are of good quality.
In this way, he has moved here for five years and has been buying daily necessities in this store. One day, she came to this supermarket to buy daily necessities as usual and found a new waiter. Besides, the waiter's attitude is very poor. When asked about the origin of some daily necessities, she looked impatient, so she changed to a supermarket to buy them. After 15, she came to this supermarket again, ready to tell the owner of this supermarket why she didn't shop at 15. The boss listened attentively to the woman's talk and sincerely apologized to her, hoping to shop in this supermarket in the future.
After the woman left, the boss picked up the calculator and calculated the loss caused by this 15 year. If this lady spends $30 a week in their supermarket, she will spend $2 1600 in 15 years. Counting her friends, the loss in the supermarket is far more than that.
The supermarket lost at least $265,438+0,600 in business because of a small service mistake. If there are consumers in similar situations, then the loss of this supermarket can be said to be very heavy.
Service details determine service quality, and service quality determines economic benefits. Therefore, the most thorough way to improve economic benefits is to improve service details. As the saying goes, "details determine success or failure." Behind some successful enterprises, it is not difficult to find that they have done the details very well, and have been insisting on these details and constantly improving them.
KFC is a world-famous catering enterprise. The reason why it lasts for a long time is inseparable from the service details. He has very strict standards in every link of procurement, production and service, and must be meticulously implemented when completing these standards. For example, chickens used in KFC must be kept for seven weeks, neither more nor less. If they are kept for six or eight weeks before being slaughtered, the quality of meat will be reduced. So one of the biggest reasons for their success is that they can stick to the details.
Therefore, details are not only the slogan of our service, but also the standard and goal orientation of our service. In the process of our service, the customer may not remember everything we have done, but he will certainly remember everything we have not done, especially the details in the service.
Expert guidance
In the process of customer service, our aim is always to satisfy customers. However, there are always some customers who are dissatisfied with our service. The problem is that we didn't do the details well and ignored the importance of the details. Then, how can we make customers not "dissatisfied", make customers impeccable about our service, and carry out the detailed service to the end?
First of all, detail service must be people-oriented. Who are our customers? That's the customer. All the details we do should be based on the needs of customers. "Customer is God" is a slogan put forward very early in customer service, which fully shows that the main body of service is the customer. What is God's need? Smiling service, civilized service and honest service are all our respects for customers, but in order to make customers not "dissatisfied", we must also achieve "detail service", such as clothing details, communication details and communication details, so that customers can feel that our service is thoughtful.
Secondly, detail service, everyone participates. In an organizational structure, the employees who have the most contact with customers are grass-roots employees. However, we can't just ask for the meticulous service of grass-roots employees and ignore the middle and high-level leaders. The effective implementation of details must go through the decision of managers. If the manager ignores the detail service and does not pay attention to it, how can he lead the detail service that is deeply rooted in people's hearts? There is no way to talk about specific services. So everyone should participate in detail service, let managers understand the importance of detail service and let employees know the necessity of detail service.
Third, the detailed service is expensive. We know that a complete sales cycle is very long, from customer discovery, customer negotiation, commodity trading, after-sales service to re-consumption, which is a cyclical process. In the process of this cycle, every link needs us to pay attention to the detail service. If we neglect the detailed service of a certain link, the sales cycle may be interrupted, thus losing the economic interests of customers and us. Therefore, detail service is a continuous service.