Service Etiquette - (Includes a Free CD)

Author: Future Boat
Publisher:
Publish Date: 2006-01-01
Features: Haier believes: First, you must love your customers, and then your customers will love you. With the development of technology and the advancement of information, a company's technology, products, marketing strategies, etc., can be easily imitated by competitors. However, the company's image and service awareness, as well as the thoughts, awareness, and behavior demonstrated by each service staff member, are irreplaceable. In other words, under the market economy conditions, the competition of goods is the competition of services. How to prioritize customer service, maximize standardized and humanized service for customers to meet their needs, is the greatest challenge facing modern enterprises. Therefore, modern enterprises must focus on service to gain sustainable and strong competitiveness in the industry. For service staff, how to do a good job in service not only requires professional skills but also requires understanding service etiquette norms: a warm and attentive attitude, keen observation skills, excellent verbal communication skills, as well as flexible and standardized incident handling abilities.
What is service etiquette? It is the set of behavioral norms and conventions that service staff use at their workplace to show respect and friendliness to customers through speech, gestures, and actions. Simply put, it is the etiquette norms and working art applicable in the workplace for service staff. Service etiquette is the specific process and means of the service, making intangible service tangible, standardized, and systematic. A tangible, standardized, and systematic service etiquette can not only establish a good image for service staff and the company but also shape service norms and skills that are favored by customers, enabling service staff to win understanding, goodwill, and trust in interactions with customers.
There was a "business jetsetter" who traveled between cities frequently and often stayed in hotels. He had a habit of sleeping with a "high pillow for peace of mind" because hotel pillows were never high enough, so he always had to use a pillow from the other bed to make his pillow high enough to sleep comfortably. Once, when he stayed at a hotel, the "high pillow for peace of mind" at night was just like usual—he did it himself. But the next night when he returned to the hotel, he noticed a small change: the pillow had changed. The lower layer was an ordinary pillow, and the upper layer was a health pillow with a faint scent of medicine, and it was higher than the ordinary pillow. From then on, whenever he arrived in that city, he would stay at that hotel and even recommended his friends to stay there. It shows that in service work, understanding and meeting customer needs can bring them more than just satisfaction and surprise this one time.
On the other hand, an "unintentional" lapse in service does not necessarily bring only a little regret. An entrepreneur went to a certain place to consult on investment matters. When he arrived at a certain bureau in that place, there was still more than half an hour left before the office closed. However, in the service hall, only one window was occupied—while a young female staff member was happily chatting on the phone. When he came to the front of that window, he greeted the girl three times with "Hello," but she had no reaction. After about ten minutes, she finally hung up the phone in a tone of annoyance, looked at him without raising her head, and said, "Come back tomorrow!" "But tomorrow is Saturday," he replied. "Then come back on Monday, do I need to teach you?" She finally looked up and gave him a dirty look. "It's not easy for me to come all this way, and it's still not time for the office to close," he said. "What about you? You still have to pick up your kids and cook." With a "" sound, the last window also closed.
As the entrepreneur said, if even the staff at the window department are like this, then the investment returns in that place are truly a cause for concern. Therefore, for service staff, learning and applying service etiquette is not only necessary for their own image but also essential for improving dual benefits and enhancing competitiveness. This book is based on practical work and introduces the norms of service staff's appearance, attire, demeanor, as well as service language and response skills, aiming to provide a systematic and standardized operational framework and behavioral guidance for service workers.