1. What kind of knowledge does the service industry need?

Power service personnel must have five abilities. As the first person in charge of serving customers in power companies, customer service personnel provide face-to-face services to power users and customers in their daily work.

its working ability will not only affect the service image of power companies and the further harmony between customers and me, but also provide a good guarantee for the normal development of marketing work. First, the ability to express. In the process of communication between customer service staff and customers, customers should feel that you have certain cultural literacy, extensive knowledge and flexible language expression art.

in contact with customers, we should be good at using humorous language to adjust the embarrassing atmosphere when talking with customers; Use tactful language to correct customers' wrong views. Find the customer's demand points from the communication with customers, so as to form a * * * knowledge and form a * * * same language.

People are mutual. An introverted and inarticulate person is hard to get along with customers. In daily work, only by constantly contacting and strengthening communication with customers can we improve our language expression ability.

second, the ability to communicate, communication is a science. Effective communication with customers is an important part of customer service staff's daily market service.

through the contact with customers, we can also intuitively reflect the social ability and quality of service personnel. The effect of communication will not only have a certain impact on our own work, but also play a vital role in establishing the image of the power industry.

Effective communication with customers, to a certain extent, has laid a good foundation for harmonious customer-customer relationship and better improving customer satisfaction and centripetal force. Third, the ability to innovate, service personnel should have keen insight; With innovative thinking, the work can not be static, lack of pioneering and innovative spirit.

The demand situation in the power market is ever-changing and the modern society is developing rapidly. Therefore, as an excellent service personnel, if you want to be invincible, you must have innovative thinking. Through innovation, we can better reflect ourselves, show ourselves, and better grasp and manage the market.

Fourth, the ability to bear. Service personnel should have good self-cultivation and strong psychological endurance. In daily work, when facing formal customers, they should be calm, think twice before acting, not emotional and not arbitrary; Never admit defeat, endure hardships, never be discouraged in the face of failures and setbacks, never shirk responsibilities in the face of difficulties, never get angry because of a trivial matter, and never talk to customers for a short time. V. Ability to learn The society is progressing, the situation is changing and the competition is increasing.

As a service person in an electric power company, we should constantly absorb new nutrition to enrich ourselves and arm ourselves with knowledge. By constantly learning from books, practice, experience and colleagues, we can improve our own quality.

in addition, service personnel should also dabble in many aspects of knowledge, such as business management, psychology, marketing, public relations and so on, and constantly improve their knowledge structure, so as to achieve the transformation from experts and generalists to compound talents, so as to meet the needs of the increasingly complex market situation.

2. What are the etiquette of service industry?

Everything should be polite, especially the service industry.

sometimes the reason why potential consumers fail to close a deal is not the waiter's service attitude, but the waiter's failure to pay attention to etiquette. The waiter is the front-line staff of the company, who directly faces the customers and is often the first impression of the customers on the company, so it is very important to pay attention to etiquette.

First of all, let's introduce some basic manners and manners: 1. Manner refers to a person's posture and demeanor during his behavior. (1) walking posture: Lightness like the wind. Basic essentials: 1. Keep your upper body straight.

2. Don't shake your shoulders when walking. 3, the calf is straight, the heel hits the ground first, and the knee strength is too loose, causing the body to jump up and down.

4. Make a fist lightly with both hands, swing your arms gently on both sides with rhythm, slightly retract your jaw, look straight ahead, and don't look around. 5. Move forward rhythmically at your own pace.

pace-the distance between the heel of the front foot and the toe of the back foot is one to one and a half feet long. Step position-two feet follow a true line.

(2) Standing posture: as tall and straight as a pine. Basic essentials: 1. Heels are close together and toes are separated by 45 degrees to 61 degrees. 2. Stand upright with your legs together, and put your body center of gravity on your feet.

3. The back is straight. 4, abdomen and chest, head up, neck straight.

5. Keep your eyes straight ahead, smile and slightly lower your jaw. (3) Gestures: The basic essentials of gestures will be used when guiding: when guiding the way and the direction, pay attention to the fact that the fingers are naturally close together, palms are up, and the elbow joint is used as the fulcrum to indicate the target. You can't point with the index finger. When guiding, you should keep a distance of 2~3 steps from the customer. The guide should take 2~3 steps in front of the right of the customer and stop at the corner to wait for the guest.

(4) expression: basic essentials of gaze and expression: 1. gaze: relax and make your eyes empty, instead of gathering in a certain part of the other person, it seems to cover the whole person opposite. 2, mouth: smile does not show teeth, the corners of the mouth are slightly raised, from the heart, natural and frank, must not fake smile.

second, talk (1) honorific words: 1, applicable occasions: more formal social occasions, communication with teachers or people with higher status, communication with people who are not familiar with each other for the first time, meetings and negotiations and other official occasions. 2. Address: you, please, your side, I've heard a lot about you, your Excellency, please give me more advice, bear with me, have a good opinion and please.

(2) Civilized terms: 1. Greetings: Good morning, hello and good night. 2. When expressing gratitude: Thank you, thank you very much.

3. When entrusting people to do things: Please take care of them. 4. When expressing condolences: You have worked hard and suffered.

5. Praise: Beautiful and wonderful. 6. When apologizing: Sorry, please forgive me.

7. When answering: It doesn't matter, you're welcome, it's what I should do. 8. Dodge: Unfortunately, I can't help you. Thank you for your kindness.

9. See you off: Goodbye and welcome next time. 11, blessing: thanks to you.

(3) Basic expressions in service work 1. Welcome: Welcome, welcome. 2. When accepting the order: Yes, I understand and understand.

3. apologize to the guests. I'm really sorry. When the guests thank you, please don't mention it. I'm glad to serve you. This is what I should do. When I can't receive you immediately, please wait a moment.

6. Greet the guests who are waiting: Sorry to keep you waiting. (4) Pay attention to conversation: 1. Be sincere, natural and generous, speak kindly and kindly; 2. Don't talk about disappointing things during conversation; 3. Be moderate in language; 4. Pay attention to the rhythm of speech; 5. Be good at listening to others; 6. Take care of all the people present during conversation; 7. Men generally don't participate in the discussion of women's circles; 8. Pay attention to using polite words when talking; 9. Pay attention to the differences between inside and outside. Strictly keep secrets 3. Dress up (1) Give a speech with TPO T(time) P (pose) O (Ouasion occasion) (2) Express yourself (3) Give people a good impression 4. Appearance (1) Neat and clean (2) Moderate makeup (3) Beautiful hairstyle, Let's learn the basic knowledge of waiting for customers together: 1. Establish a correct ideology; 2. I am a representative of an enterprise; 3. Be ingenious; 4. Customers choose stores; 5. Be kind to every customer; 6. Help customers with professional knowledge; 2. The process of receiving customers and the reception standard of salespeople; 2. Pay attention to customers' needs and recommend them in detail; 3.

3. What industries does the modern service industry include?

Modern service industry is often divided into four categories: production, consumption, public and basic industries. Among them, closely related to national economic growth is the production industry, including finance, logistics, e-commerce, telecommunications services and so on. Related to people's lives and a harmonious society are consumer and life-related businesses, such as catering and tourism. The public service industry includes e-government, medical care and education.

Extended information:

Three forms of integration of modern service industry and advanced manufacturing industry

Combined integration

Combined integration refers to the increasing proportion of service inputs in the production process of manufacturing products, such as the increasing investment in market research, product research and development, staff training, management consulting and sales services. At the same time, in the process of providing the final products of service industry, the proportion of manufacturing products in intermediate inputs is also increasing. For example, in the process of providing services such as mobile communication, Internet and finance, a large number of manufacturing "hardware" inputs are all relied on. These manufacturing or manufacturing products as intermediate inputs often do not appear in the final service or product, but are integrated with it in the production process of the service or product. The rapidly developing production industry is the product of the "combined" integration of service industry and manufacturing industry. As a soft means of production, service is increasingly entering the production field, which leads to the "softening" of the manufacturing process and has an important impact on improving economic efficiency and competitiveness.

binding integration

binding integration means that more and more manufacturing entity products must be bound with corresponding service products to make consumers get a complete functional experience. Consumers' demand for manufacturing industry is not only tangible products, but also service guarantee from product purchase, use and maintenance to scrapping and recycling. The connotation of products has expanded from a single entity to providing comprehensive solutions for unused products. Many manufacturing products are produced to provide certain services, such as communication products and household appliances; Some manufacturing enterprises also sell technical services together with their products, such as computers and operating system software. In the process of binding integration, services are guiding the technological change and product innovation in the manufacturing sector. The demand and supply of services guide the technological progress and product development direction of the manufacturing industry, such as the demand for services such as taking photos, sending emails and listening to music, which promotes the upgrade from ordinary mobile phones with single functions to multimedia mobile phones with stronger functions.

extended integration

extended integration means that the service industry, represented by sports culture industry and entertainment industry, leads to the production demand of peripheral derivative products, thus driving the development of related manufacturing industries. Movies, animation, sports events and so on can bring a lot of derivative consumption, including clothing, food, toys, decorations, audio-visual products, craft souvenirs and other physical products. These products form a huge industrial chain around the culture, sports and entertainment industries. This industrial chain brings huge profits to the service industry and also brings huge business opportunities to the related manufacturing industries, thus closely combining the service industry with the manufacturing industry and promoting the development of the whole related industries. According to some data, in countries with relatively developed film industries such as the United States, the box office generally only accounts for one-third of the film revenue, and the rest comes from related film derivatives. The experience of developed countries shows that in the huge industrial chain of animation games, 71% to 81% of the profits are realized by peripheral products.

Reference: Three Forms of Modern Service Industry Baidu Encyclopedia

4. What are the basic requirements of the service industry?

Basic requirements: dignified appearance, civilized language, conscientious, honest and trustworthy, high-quality service and dedication to their posts: service industry refers to the business that provides services to the society by using equipment, tools, places, information or skills.

the main classified services include: software and information technology services, information transmission, warehousing and postal services, leasing, scientific research and technical services, financial services, water conservancy, environment and public facilities management, residential services, repairs and other services, education, health and social work, culture, sports and entertainment, public management, transportation, social security and social organizations. The basic difference between the service industry and other industrial sectors is that the service industry produces service products, which have the characteristics of immateriality, non-storability and the simultaneity of production and consumption.

several quality requirements that the service industry must have. 1. Establish a sense of service and love your career. 1. Service is the product of an enterprise, and customers are the god of wealth. Service is the product of an enterprise, and service quality plays a decisive role in enterprise competition. For service-oriented enterprises, management is the premise, management is the key and service is the pillar.

service quality is not only the comprehensive embodiment of management, but also directly affects the management effect. 2. Service is an art and a civilized work.

The service work of dealing directly with customers requires certain knowledge and skills. Without knowledge and skills, it is impossible to provide high-quality, fast and efficient services and meet the multi-level needs of customers. Therefore, service is an art and requires certain professional knowledge and skills. Second, good manners and courtesy is an attitude and willingness to show respect, welcome and friendliness to the other party through information transmission in a certain form.

Etiquette and politeness is a fusion agent for dealing with interpersonal relationships, and also reflects the basic attitude of employees in service-oriented enterprises towards customers. The content of service-oriented enterprise etiquette is very rich, mainly including appearance, language expression, behavior and so on.

third, excellent service attitude refers to employees' emotional and behavioral tendencies towards customers on the basis of their knowledge and understanding of service work. Different service attitudes will make customers have completely different feelings and evaluations.

Treating people with enthusiasm is the most important basic quality of employees in service-oriented enterprises. Specifically, it is necessary to be: 1. Conscientious and responsible: to be anxious about customers' needs, to think about customers' demands, to do everything seriously, and to give customers a satisfactory result or reply, regardless of the size of the matter. Even if the service requirements put forward by customers are not within their own scope, they should take the initiative to contact with relevant departments to effectively solve customers' difficult problems. 2. Proactive: We should master the rules of service, take the initiative to "ask for trouble", take precautions, help others, and provide convenience for customers everywhere.

3. Enthusiasm and patience: Just smile, be kind, speak kindly, be warm and sincere. In front of the endless stream of customers, no matter how busy the service work is and how stressful it is, we should be impatient and bored, treat customers calmly and freely, and don't quarrel with customers, causing spears.