The service is actually very simple: the key details and practical skills of excellent service

Author: Liu Jianjun
Publisher:
Publish Date: 2006-01-01
Features: Returning customers can bring 25%-85% of the company's profit. Among the factors that attract them to return, the first is the quality of service, followed by the quality of the product, and lastly, the price. Harvard Business Review provides top-tier service to customers worldwide. This is not just a slogan occasionally shouted out, nor is it an ancient tradition that merely accepts symbolic worship—this is our mission! We must execute it perfectly worldwide. Perfection or near-perfection is the only standard for American Express customer service。——American Express Executive President Jack Welch Even if we are in debt, we must persist in "smiling at customers." We can never show our worries on our faces. No matter how difficult the circumstances, the smile on a Hilton waiter's face always belongs to the guests。——Founder of Hilton Hotels, Conrad Hilton In all business and market competitions, when it comes to the end, only service remains. Service is something that can always be competed for。——Chairman of Shandong Yagang Textile Group, Wang Yanping For any business, service is not a simple strategy that can be optional, but should be elevated to a strategic level. Only in this way can the true implementation of service concepts be guaranteed, and then a true service culture can be formed. But for ordinary employees, the problem we need to solve is not requiring them to have a deep understanding of this strategy. We should let them understand "why to provide good service" and "how to serve customers"—this book will solve these two problems for you。——Liu Jianjun, Service Competitiveness Research Studio Liu Jianjun If customers are the lifeblood of a business, service is the blood that sustains that life. However, a problem that many businesses face is that even though they promote service concepts like "customers are always right" and "everything for customer satisfaction," the execution often goes astray, turning service concepts into empty slogans. This book, through classic case studies of well-known enterprises combined with the author's personal experiences, uses simple language to comment and summarize, and proposes corresponding service skill guidance. Through these engaging and thought-provoking service cases, you will unconsciously grasp the essence of service. Help you win customers' purchases and loyalty, effectively improving the business performance of enterprises. This book is suitable for supervisors of service and marketing departments in various industries, as well as every employee engaged in service work.